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| Author: | Verhoef, P. C. Franses, P. H. Donkers, B. |
| Title: | Changing perceptions and changing behavior in customer relationships |
| Journal: | Marketing Letters
2002 : MAY, VOL. 13:2, p. 121-134 |
| Index terms: | Clients Consumer behaviour Consumer satisfaction |
| Language: | eng |
| Abstract: | The authors formulate a theoretical model in which they postulate that if customers' behaviour isa perceived as not optimal, customers will adjust this behaviour based on their current satisfaction and payment equity. Particularly they investigate customer referrals and the amount of services purchased. The results show positive effects of current satisfaction and paymnent equity on referrals, while also changes in satisfaction and payment equity affect customer referrals. |
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