Behavioural responses to customer satisfaction: an empirical study

Antreas D. Athanassopoulos · Spiros P. Gounaris · Vlassis Stathakopoulos

456 citations0/0 files storedEuropean Journal of Marketing

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

Abstract

Investigates the behavioural consequences of customer satisfaction. More specifically, the authors examine the impact of customer satisfaction on customers’ behavioural responses. The results support the notion of direct effects of customer satisfaction on three criterion variables (decision to stay with the existing service provider, engagement in word‐of‐mouth communications, and intentions to switch service providers). Implications for practice, study limitations, and directions for future research are discussed.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980Significance tests and goodness of fit in the analysis of covariance structures.1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1996The Behavioral Consequences of Service Quality 1992Measuring Service Quality: A Reexamination and Extension 1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment 1990Zero defections: quality comes to services.

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