haku: @indexterm organizational performance / yhteensä: 487
viite: 90 / 487
| Tekijä: | Stock, R. |
| Otsikko: | Der Einfluss der Kundenzufriedenheit auf die Preissensitivität von Firmenkunden |
| Lehti: | Betriebswirtschaft
2003 : MAY-JUN, VOL. 63:3, p. 333-348 |
| Asiasana: | CUSTOMERS LOYALTY PRICES ORGANIZATIONAL PERFORMANCE SENSITIVITY ANALYSIS |
| Kieli: | ger |
| Tiivistelmä: | There is widespread agreement in the literature that customer satisfaction is an important driver of organizational performance. However, existing research has been focused on few variables (especially customer loyalty) which mediate the link between customer satisfaction and organizational performance. This paper aims at providing deeper insights into the outcomes of customer satisfaction by studying the link between customer satisfaction and price sensitivity. The study is based on a data set collected from customers across many manufacturing and services industries in a business-to- business context. Results indicate the presence of a negative link between customer satisfaction and price sensitivity (original in German). |
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