search query: @indexterm Customer relations / total: 402
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| Author: | Herrmann, A. Johnson, M. D. |
| Title: | Die Kundenzufriedenheit als Bestimmungsfaktor der Kunden- bindung |
| Journal: | Schmalenbachs Zeitschrift für Betriebswirtschaftliche Forschung
1999 : VOL. 51:6, p. 579-598 |
| Index terms: | CUSTOMER RELATIONS LOYALTY EMPIRICAL RESEARCH |
| Language: | ger |
| Abstract: | This contribution stresses the relationship between customer satisfaction and customer loyalty. Several hypotheses on the relationship in question are stated based on different theo- retical approaches. An empirical study is presented that supports a piecewise linear relationship between satisfac- tion and loyalty. Finally implications for marketing prac- tice are discussed. |
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