Now showing items 1-3 of 3
Cross-category variation in customer satisfaction and retention
(Kluwer Academic Publishers; Springer Science+Business Media, 1994-01)
Perceived quality, expectations, customer satisfaction, and effect of customer satisfaction on repurchase likelihood are found to be higher for products than for services, but repurchase likelihood for products is lower. ...
Customer satisfaction and price tolerance
(Kluwer Academic Publishers; Springer Science+Business Media, 1996-07)
This study investigates the association between customer satisfaction and willingness-to-pay or price tolerance. The goal is not only to determine whether the association between customer satisfaction and price tolerance ...
Customer Satisfaction and Word of Mouth
(Sage Publications, 1998)
Do dissatisfied customers engage in more or less word of mouth than satisfied customers? There is theoretical and empirical support for both possibilities. To better understand this issue, the authors developed a utility-based ...