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Do satisfied customers buy more? examining moderating influences in a retailing context
In this research, the authors propose that the relationship between satisfaction and repurchase behavior is moderated by customer, relational, and marketplace characteristics. They further hypothesize that the moderating effects emerge if repurchase is measured as objective behavior, but not if it is measured as repurchase intentions. The authors test these hypotheses by surveying 945 customers of a specialty retail store and then tracking their objective repurchase behaviors for one year. As the authors expected, the results differed markedly between when objective repurchase behaviors are the dependent variable and when self-reported repurchase intentions are the dependent variable. The association between customer satisfaction and repurchase behaviors is contingent on the moderating effects of convenience, competitive intensity, customer involvement, and household income; relationship age and relationship program participation also have positive direct effects on repurchase behaviors. Involvement, satisfaction, and convenience have strong positive effects on repurchase intentions..Printed Journal
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| PSB lt.dasar - Pascasarjana | 1 |
| Penerbit | : American Marketing Association |
|---|---|
| Edisi | - |
| Subjek | Consumer behavior Retail Stores Customer Satisfaction Repurchase studies Hypothesis testing |
| ISBN/ISSN | 222429 |
| Klasifikasi | - |
| Deskripsi Fisik | - |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |