haku: @freeterm ratings / yhteensä: 4
viite: 4 / 4
« edellinen | seuraava »
| Tekijä: | Johnson, M.S. Garbarino, E. Sivadas, E. |
| Otsikko: | Influences of customer differences of loyalty, perceived risk and category experience on customer satisfaction ratings |
| Lehti: | International Journal of Market Research
2006 : VOL. 48:5, p.601-622 |
| Asiasana: | customers |
| Vapaa asiasana: | satisfaction ratings |
| Kieli: | eng |
| Tiivistelmä: | In this study, it is investigated whether differences in loyalty, risk perceptions and category experience define customer groups that are relatively lenient or critical in their satisfaction ratings. The results of this study yield that non-loyal customers customers who perceive low risk in the offerings of the organisation may be lenient in their satisfaction scores. The most critical customers are low-loyalty customers with high category experience and high perception of risk. |
« edellinen | seuraava »
SCIMA