haku: @author Klee, A. / yhteensä: 3
viite: 2 / 3
| Tekijä: | Hennig-Thurau, T. Klee, A. |
| Otsikko: | The impact of customer satisfaction: examining the nature of relationships between providers of financial services and their real customers |
| Lehti: | Psychology and Marketing
1997 : DEC, VOL. 14:8, p. 737-764 |
| Asiasana: | MARKETING PSYCHOLOGY CUSTOMERS |
| Kieli: | eng |
| Tiivistelmä: | Customer satisfaction with a company's products or services is often seen as the key to a company's success and long-term competitiveness. In the context of relationship marketing, customer satisfaction is often viewed as a central determinant of customer retention. However, the few empirical investigations in this area indicate that a direct relationship between these constructs is weak or even non-existent. The overall purpose of this article is to develop a conceptual foundation for investigating the customer retention process, with the use of the concepts of customer satisfaction and relationship quality. |
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