The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention  

Oleh:

Johnson, Michael D. ; Roos, Inger ; Gustafsson, Anders

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Marketing (EBSCO) vol. 69 no. 4 (Oct. 2005), page 210-218.
Topik: CUSTOMER SATISFACTION; customer relationship management; CRM

Ketersediaan

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

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Isi artikel

In a study of telecommunications services, the authors examine the effects of customer satisfacton, affective commitment, and calculative commitment on retention. The study further examines the potential for situational and reactional trigger conditions to moderate the satisfaction retention relationnship. The results support consistent effects of customer satisfaction, calculative commitment, and prior churn on retention. Prior churn also moderates the satisfaction retention relationship. The results have implications for both customer relationship managers and researchers who use satisfaction surveys to predict behavior.

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