Market segmentation based on customer satisfaction-loyalty links
نویسندگان
چکیده
منابع مشابه
Satisfaction Strength and Customer Loyalty
Although empirical research indicates that satisfaction is intimately linked to loyalty, anecdotal evidence reveals that many customers who state that they are very satisfied with a service provider nevertheless subsequently defect. In this paper, the authors focus on identifying which customers are vulnerable to defection despite stating high levels of satisfaction. Drawing on the emerging per...
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ژورنال
عنوان ژورنال: Frontiers of Business Research in China
سال: 2007
ISSN: 1673-7326,1673-7431
DOI: 10.1007/s11782-007-0013-0