haku: @author Giering, A. / yhteensä: 2
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| Tekijä: | Homburg, C. Giering, A. |
| Otsikko: | Personal characteristics as moderators of the relationship between customer satisfaction and loyalty - an empirical analysis |
| Lehti: | Psychology & Marketing
2001 : JAN, VOL. 18:1, p. 43-66 |
| Asiasana: | CUSTOMERS CONSUMER SATISFACTION LOYALTY |
| Kieli: | eng |
| Tiivistelmä: | The authors have analyzed in a consumer-durables context the moderating effect of selected personal characteristics on the satisfaction-loyalty link. The empirical findings, which are based on multiple-group causal analysis, show that the strength of the relationship between customer satisfaction and loyalty is strongly influenced by characteristics of the customer. Specifically variety seeking, age and income are found to be important moderators of the satisfaction - loyalty relationship. |
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