Chapter1999

Konzeptualisierung und Operationalisierung der Kundenbindung aus Kundensicht

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Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Customer churn and segmentation

Abstract

Im vierten Kapitel wird die Kundenbindung aus Kundensicht als ein komplexer psychologischer Zustand des Kunden neu konzeptualisiert und operationalisiert. Dabei kommen sowohl qualitative als auch quantitative Analyseverfahren zum Einsatz.

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1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1980Understanding Attitudes and Predicting Social Behavior 1979A Paradigm for Developing Better Measures of Marketing Constructs 1979Review of Psychometric theory (2nd ed.).1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research 2010Satisfaction: a behavioral perspective on the consumer 1974Building Organizational Commitment: The Socialization of Managers in Work Organizations 1983A longitudinal test of the investment model: The development (and deterioration) of satisfaction and commitment in heterosexual involvements.

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2013How customer satisfaction with respect to price and quality affects customer retention: an integrated approach considering nonlinear effects

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