Behavioural responses to customer satisfaction: an empirical study

Andreas Athanasopoulos, Spiros Gounaris, Vlasis Stathakopoulos

Research output: Contribution to journalArticle

Abstract

This study 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.

LanguageEnglish
Pages687-707
Number of pages20
JournalEuropean Journal of Marketing
Volume35
Issue number5
DOIs
Publication statusPublished - 2001

Fingerprint

Empirical study
Behavioral response
Customer satisfaction
Service provider
Word-of-mouth communication
Direct effect

Keywords

  • behavioural responses
  • customer satisfaction
  • empirical study
  • marketing
  • customer loyalty
  • communications
  • consumer behaviour

Cite this

Athanasopoulos, Andreas ; Gounaris, Spiros ; Stathakopoulos, Vlasis. / Behavioural responses to customer satisfaction : an empirical study. In: European Journal of Marketing. 2001 ; Vol. 35, No. 5. pp. 687-707.
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Behavioural responses to customer satisfaction : an empirical study. / Athanasopoulos, Andreas; Gounaris, Spiros; Stathakopoulos, Vlasis.

In: European Journal of Marketing, Vol. 35, No. 5, 2001, p. 687-707.

Research output: Contribution to journalArticle

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