Changing Perceptions and Changing Behavior in Customer Relationships
2001-06-13
Research Paper
This publication is part of collection
| Related Files |
|---|
View PDF Version
(erimrs20010613142236.pdf, 0.1MB) |
We formulate a theoretical model in which we postulate that if a customers' behavior is perceived as not optimal, customers will adjust this behavior based on their current satisfaction and payment equity. Furthermore, customers will also include new experiences. In our empirical study we particularly investigate customer referrals and the amount of services purchased. Our results show positive effects of current satisfaction and payment equity on referrals, while also changes in satisfaction and payment equity affect customer referrals. With respect to the amount of services purchased, our estimation results reveal a positive significant effect of only changes in satisfaction.
Keywords
Classifications using
Journal of Economic Literature (JEL) Classification System
- M : Business Administration and Business Economics; Marketing; Accounting
- C44 : Statistical Decision Theory; Operations Research
- M31 : Marketing
Automatically Extracted Terms
- customer
- behavior
- satisfaction
- effect
- payment equity
- customer referrals
- model
- perception
- marketing
- payment
- equity
- purchase behavior
- result
- relationship
- referral
- change
- service
- purchase
- research
- philip hans franses
