search query: @indexterm Service management / total: 228
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| Author: | Verhoef, P. C. Franses, P. H. Hoekstra, J. C. |
| Title: | The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: does age of relationship matter? |
| Journal: | Journal of the Academy of Marketing Science
2002 : SUMMER, VOL. 30:3, p. 202-216 |
| Index terms: | Service management Customers Consumer satisfaction Regression analysis |
| Language: | eng |
| Abstract: | The authors examine the effect of relational constructs on customer referrals and the number os services purchased, as well as the moderating effect of age of the relationship on these relationships. The results provide evidence that supports the moderating effect of relationship age on the relationship between satisfaction, affective and calculative commitment, and the number of services purchased. |
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