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The determinants of customer retention.

Maloles, Cesar Mendoza, III.

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The determinants of customer retention.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	The determinants of customer retention./
作者:	Maloles, Cesar Mendoza, III.
面頁冊數:	332 p.
附註:	Adviser: David J. Rachman.
Contained By:	Dissertation Abstracts International58-01A.
標題:	Business Administration, Banking. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9720113
ISBN:	0591286475

The determinants of customer retention.
Maloles, Cesar Mendoza, III.

The determinants of customer retention. - 332 p.

Adviser: David J. Rachman.

Thesis (Ph.D.)--City University of New York, 1997.

Retention has been recognized as a potent defensive tool in the marketing strategy literature. Research, however, has mainly been focused on the determinants of service quality and/or customer satisfaction. There are very few studies that have examined the linkage between service quality and/or customer satisfaction and retention behavior. Furthermore, different studies have drawn different conclusions as to whether the relationship between service quality and customer satisfaction is antecedent, mediating, and consequent. In addition, very few studies have been undertaken to help managers decide whether to focus more on service quality or customer satisfaction. The role of other factors that may inhibit defection has also been ignored.

ISBN: 0591286475Subjects--Topical Terms:

1018458
Business Administration, Banking.

The determinants of customer retention.
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502 $a Thesis (Ph.D.)--City University of New York, 1997.
520 $a Retention has been recognized as a potent defensive tool in the marketing strategy literature. Research, however, has mainly been focused on the determinants of service quality and/or customer satisfaction. There are very few studies that have examined the linkage between service quality and/or customer satisfaction and retention behavior. Furthermore, different studies have drawn different conclusions as to whether the relationship between service quality and customer satisfaction is antecedent, mediating, and consequent. In addition, very few studies have been undertaken to help managers decide whether to focus more on service quality or customer satisfaction. The role of other factors that may inhibit defection has also been ignored.
520 $a This study found that both service quality and customer satisfaction influence loyalty intentions directly. Service quality also affects loyalty intentions indirectly through overall satisfaction. The results of the research also show that both firm/service characteristics and equity influence perceptions of service quality and overall satisfaction. Equity, however, has a more powerful impact on perceptions of service quality and overall satisfaction. The roles of affiliation and consumer characteristics were negligible in this study.
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