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Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung

Author

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  • Andreas Herrmann

    (Universität Mainz)

  • Michael D. Johnson

    (Michigan Business School an der University of Michigan)

Abstract

Summary This contribution stresses the relationship between customer satisfaction and customer loyalty. Several hypotheses on the relationship in question are stated based on different theoretical appoaches. An empirical study is presented that supports a piecewise linear relationship between satisfaction and loyalty. Finally, implications for marketing practice are discussed.

Suggested Citation

  • Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    • Handle: RePEc:spr:sjobre:v:51:y:1999:i:6:d:10.1007_bf03371582
    DOI: 10.1007/BF03371582
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    References listed on IDEAS

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    1. Bloemer, JoseM. M. & Kasper, Hans D. P., 1995. "The complex relationship between consumer satisfaction and brand loyalty," Journal of Economic Psychology, Elsevier, vol. 16(2), pages 311-329, July.
    2. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    3. McAlister, Leigh, 1982. "A Dynamic Attribute Satiation Model of Variety-Seeking Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 141-150, September.
    4. Vincent P. Crawford, 1990. "Relationship-Specific Investment," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 105(2), pages 561-574.
    5. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    6. Alba, Joseph W & Hutchinson, J Wesley, 1987. "Dimensions of Consumer Expertise," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(4), pages 411-454, March.
    7. McAlister, Leigh & Pessemier, Edgar, 1982. "Variety Seeking Behavior: An Interdisciplinary Review," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(3), pages 311-322, December.
    8. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
    9. Simonson, Itamar & Winer, Russell S, 1992. "The Influence of Purchase Quantity and Display Format on Consumer Preference for Variety," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(1), pages 133-138, June.
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    Citations

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    Cited by:

    1. Heribert Gierl & Roland Helm & Stefan Stumpp, 2002. "Markentreue und Kaufintervalle bei langlebigen Konsumgütern," Schmalenbach Journal of Business Research, Springer, vol. 54(3), pages 215-232, May.
    2. Heribert Gierl & Gunter Gehrke, 2004. "Kundenbindung in industriellen Zuliefer-Abnehmer-Beziehungen," Schmalenbach Journal of Business Research, Springer, vol. 56(3), pages 203-236, May.
    3. Körnert, Jan & Wolf, Cornelia, 2002. "Das Ombudsmannverfahren des Bundesverbandes deutscher Banken im Lichte von Kundenzufriedenheit und Kundenbindung," Freiberg Working Papers 2002/01, TU Bergakademie Freiberg, Faculty of Economics and Business Administration.

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