Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context  

Oleh:

Grewal, Dhruv ; Voss, Glenn B. ; Seiders, Kathleen ; Godfrey, Andrea L.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Marketing (EBSCO) vol. 69 no. 4 (Oct. 2005), page 26-43.
Topik: customer; satisfied customers

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ94.9 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

In this research, the authors propose that the relationship between satisfaction and repurchase behavior is moderated by customer, relational and market place characteristics. they further hypothesize that the moderating effects emerge if repurchase is measured as objective behaviour but not if it is measured as repurchase intentions. To test for systematic differences in effects, the authors estimate identical models using bith longitudinal repurchase measures and survey measures as the dependent variable. The results suggest that the relationship between customer satisfaction and repurchase behavior is contingent on the moderating effects of convenmience competitive intensity, customer involvement, and household income. As the authors predicted, the results are significantly different for self reported repurchase intentions and objective repurchase behaviour. the conceptual framework and empirical findings reinforce the importance of moderating influences and offer new insights that enhance the understanding of what drives repurchase behaviour.

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