The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet

Managing Service Quality: An International Journal

Volumn 17, Issue 4, 2007, Pages 361-384

  Keiningham, Timothy L ^a   Cooil, Bruce ^b   Aksoy, Lerzan ^c   Andreassen, Tor W ^d   Weiner, Jay ^a  

^a Ipsos   (United States)

^b VANDERBILT UNIVERSITY   (United States)

^c KOÇ UNIVERSITY   (Turkey)

^d BI NORWEGIAN BUSINESS SCHOOL   (Norway)

Author keywords

Customer loyalty; Customer retention; Customer satisfaction

Indexed keywords

EID: 34447511081     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520710760526     Document Type: Article

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