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.

Original languageEnglish
Pages (from-to)687-707
Number of pages20
JournalEuropean Journal of Marketing
Volume35
Issue number5
DOIs
Publication statusPublished - 2001

    Fingerprint

Keywords

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

Cite this