Cross-category variation in customer satisfaction and retention

Marketing Letters

Volumn 5, Issue 1, 1994, Pages 19-30

  Anderson, Eugene W ^a  

^a UNIVERSITY OF MICHIGAN   (United States)

Author keywords

customer satisfaction; goods vs. services; repurchase likelihood

Indexed keywords

EID: 33947416798     PISSN: 09230645     EISSN: 1573059X     Source Type: Journal    
DOI: 10.1007/BF00993955     Document Type: Article

References (13)

1. Firm, Industry, and National Indices of Customer Satisfaction
2. A Customer Satisfaction Research Prospectus
3. The Antecedents and Consequences of Customer Satisfaction
4. An Investigation into the Determinants of Customer Satisfaction
5. A National Customer Satisfaction Barometer: The Swedish Experience
6. Industrial Organization and Customer Satisfaction/Dissatisfaction
7. A Framework for Comparing Customer Satisfaction Across Individuals and Product Categories
8. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
9. Response Determinants in Satisfaction Judgments
10. Zero Defections: Quality Comes to Services
11. A Critical Review of Consumer Satisfaction