search query: @author Bolton, R. N. / total: 5
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| Author: | Bolton, R. N. |
| Title: | A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction |
| Journal: | Marketing Science
1998 : VOL. 17:1, p. 45-65 |
| Index terms: | CONSUMER SATISFACTION RELATIONSHIP MARKETING MODELS |
| Language: | eng |
| Abstract: | This study models the duration of the customer's relationship with an organization delivering continuously provided service, such as financial services or telecommunications. In the model, the duration of the relationship btw. provider and customer is postulated to depend on the customer's subjective expected value of the relationship, which he/she updates according to an adjustment and anchoring process. It is hypothesized that cumulative satisfaction serves as an anchor that is updated with new information gotten during service experiences. The model is estimated as a left-truncated, proportional hazards regression with cross-sectional and time series data describing cellular customers' perceptions and behavior over a 22-month-period. |
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