Template-Type: ReDIF-Paper 1.0
Author-Name: Verhoef, P.C.
Author-Name-Last: Verhoef
Author-Name-First: Peter
Author-Person: pve19
Author-Name: Franses, Ph.H.B.F.
Author-Name-Last: Franses
Author-Name-First: Philip Hans
Author-Person: pfr226
Author-Name: Donkers, A.C.D.
Author-Name-Last: Donkers
Author-Name-First: Bas
Author-Person: pdo14
Title: Changing Perceptions and Changing Behavior in Customer Relationships
Abstract: 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.
Creation-Date: 2001-06-13
File-URL: https://repub.eur.nl/pub/96/erimrs20010613142236.pdf
File-Format: application/pdf
Series: RePEc:ems:eureri
Number: ERS-2001-31-MKT
Classification-JEL: C44, M, M31
Keywords: customer relationships, dynamic modeling, preference updating, satisfaction
Handle: RePEc:ems:eureri:96