haku: @author Teichert, T. / yhteensä: 8
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| Tekijä: | Teichert, T. Rost, K. |
| Otsikko: | Trust, involvement profile and customer retention - modelling, effects and implications |
| Lehti: | International Journal of Technology Management
2003 : VOL. 26:5-6, p. 621-639 |
| Asiasana: | Customers Brand loyalty Consumer behaviour |
| Kieli: | eng |
| Tiivistelmä: | The authors propose and test a structural model of customer relationship. As espected, customer satisfaction is not a construct on its own but is combined with retention. Trust serves as a strong trigger for enhancing customer retention. Involvement is revealed to play a prominent role in explaining both trust creation and cusomer retention. |
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