Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context:
作者： Shun Y. Lam , Venkatesh Shankar , M. Krishna Erramilli , Bvsan Murthy
关键词:
摘要: … switching costs is a common strategy advocated to increase customer loyalty as the costs of switching … between customer loyalty, satisfaction, switching costs, and customer value in B2C …
springer.com
sagepub.com
sci-hub.se 参考文章(63)
Frederick F. Reichheld, Loyalty-based management. Harvard Business Review. ,vol. 71, pp. 64- 73 ,(1993)
Robert E. Burnkrant, H. Rao Unnava, Rohini Ahluwalia, Towards understanding the value of a loyal customer : an information processing perspective Marketing Science Institute. ,(1999)
Roland T. Rust, Richard L. Oliver, Service Quality: New Directions in Theory and Practice ,(1993)
Barbara G Tabachnick, Linda S Fidell, Jodie B Ullman, None, Using multivariate statistics ,(1983)
Icek Ajzen, Martin Fishbein, Understanding Attitudes and Predicting Social Behavior ,(1980)
Philip Kotler, Marketing management: analysis. planning. implementation and control ,(2000)
Earl Naumann, Creating Customer Value: The Path to Sustainable Competitive Advantage ,(1994)
Richard L. Oliver, Satisfaction: A Behavioral Perspective On The Consumer ,(1996)
James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger, Gary W. Loveman, Thomas O. Jones, Putting the Service-Profit Chain to Work Harvard Business Review. ,vol. 72, pp. 164- 170 ,(1994)
W E Sasser, Frederick F. Reichheld, Zero defections: quality comes to services. Harvard Business Review. ,vol. 68, pp. 105- 111 ,(1990)