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A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction

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Cited by:

  1. Risselada, Hans & Verhoef, Peter C. & Bijmolt, Tammo H.A., 2010. "Staying Power of Churn Prediction Models," Journal of Interactive Marketing, Elsevier, vol. 24(3), pages 198-208.
  2. Jackie Krafft & Evens Salies, 2008. "Why and how should innovative industries with high consumer switching costs be re-regulated?," Documents de Travail de l'OFCE 2008-04, Observatoire Francais des Conjonctures Economiques (OFCE).
  3. Shiu-Wan Hung & Min-Jhih Cheng & Pei-Chun Chiu, 2019. "Do antecedents of trust and satisfaction promote consumer loyalty in physical and virtual stores? a multi-channel view," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 1-23, March.
  4. Viegas, Joaquim L. & Vieira, Susana M. & Melício, R. & Mendes, V.M.F. & Sousa, João M.C., 2016. "Classification of new electricity customers based on surveys and smart metering data," Energy, Elsevier, vol. 107(C), pages 804-817.
  5. Finn, Adam, 2011. "Investigating the non-linear effects of e-service quality dimensions on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 27-37.
  6. Steven M. Shugan, 2008. "Editorial—Introduction to the Special Classics Issue," Marketing Science, INFORMS, vol. 27(1), pages 9-11, 01-02.
  7. Zhang, Ruijin & Li, Guoxin & Wang, Zhengpei & Wang, Haiyan, 2016. "Relationship value based on customer equity influences on online group-buying customer loyalty," Journal of Business Research, Elsevier, vol. 69(9), pages 3820-3826.
  8. Philipp Afèche & Mojtaba Araghi & Opher Baron, 2017. "Customer Acquisition, Retention, and Service Access Quality: Optimal Advertising, Capacity Level, and Capacity Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 19(4), pages 674-691, October.
  9. Augusto Felício, J. & Rodrigues, Ricardo, 2015. "Organizational factors and customers' motivation effect on insurance companies' performance," Journal of Business Research, Elsevier, vol. 68(7), pages 1622-1629.
  10. Polo, Yolanda & Sese, F. Javier & Verhoef, Peter C., 2011. "The Effect of Pricing and Advertising on Customer Retention in a Liberalizing Market," Journal of Interactive Marketing, Elsevier, vol. 25(4), pages 201-214.
  11. Garczorz, Ingo, 2001. "Anwendung der Hazard-Analyse im Marketing: Einführung und Literaturüberblick," Manuskripte aus den Instituten für Betriebswirtschaftslehre der Universität Kiel 548, Christian-Albrechts-Universität zu Kiel, Institut für Betriebswirtschaftslehre.
  12. Koos, Shelby E. & Shaikh, Nazrul I., 2019. "Dynamics of consumers' dissatisfaction due to stock-outs," International Journal of Production Economics, Elsevier, vol. 208(C), pages 461-471.
  13. Siddharth Singh & Sharad Borle & Dipak Jain, 2009. "A generalized framework for estimating customer lifetime value when customer lifetimes are not observed," Quantitative Marketing and Economics (QME), Springer, vol. 7(2), pages 181-205, June.
  14. Anes Hrnjic, 2016. "The transformation of higher education: evaluation of CRM concept application and its impact on student satisfaction," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 6(1), pages 53-77, April.
  15. Dan Ke & Heci Zhang & Ning Yu & Yanbin Tu, 2021. "Who will stay with the brand after posting non-5/5 rating of purchase? An empirical study of online consumer repurchase behavior," Information Systems and e-Business Management, Springer, vol. 19(2), pages 405-437, June.
  16. Bügel, Marnix S. & Verhoef, Peter C. & Buunk, Abraham P., 2011. "Customer intimacy and commitment to relationships with firms in five different sectors: Preliminary evidence," Journal of Retailing and Consumer Services, Elsevier, vol. 18(4), pages 247-258.
  17. Ryoo, Juyoun & Jeon, Jin Q. & Lee, Cheolwoo, 2016. "Do marketing activities enhance firm value? Evidence from M&A transactions," European Management Journal, Elsevier, vol. 34(3), pages 243-257.
  18. Yao Zhang & Eric T. Bradlow & Dylan S. Small, 2015. "Predicting Customer Value Using Clumpiness: From RFM to RFMC," Marketing Science, INFORMS, vol. 34(2), pages 195-208, March.
  19. Gianna Giudicati & Massimo Riccaboni & Anna Romiti, 2013. "Experience, socialization and customer retention: Lessons from the dance floor," Marketing Letters, Springer, vol. 24(4), pages 409-422, December.
  20. A Mukherjee & P Nath & M Pal, 2003. "Resource, service quality and performance triad: a framework for measuring efficiency of banking services," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 54(7), pages 723-735, July.
  21. Saurav Kumar, 2021. "The Relevance of Customer Relationship Management Strategies in Creating Customer Loyalty and Satisfaction: An Analytical Study," Shanlax International Journal of Management, Shanlax Journals, vol. 8(3), pages 31-36, January.
  22. Neeraj J. Gupta & Joseph Golec, 2012. "Do Investors Use Customer Metrics To Value High Growth Service Firms?," The International Journal of Business and Finance Research, The Institute for Business and Finance Research, vol. 6(2), pages 1-19.
  23. Junegak Joung & Ki-Hun Kim & Kwangsoo Kim, 2021. "Data-Driven Approach to Dual Service Failure Monitoring From Negative Online Reviews: Managerial Perspective," SAGE Open, , vol. 11(1), pages 21582440209, January.
  24. Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
  25. Ashley S. Otto & David M. Szymanski & Rajan Varadarajan, 2020. "Customer satisfaction and firm performance: insights from over a quarter century of empirical research," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 543-564, May.
  26. Son, Minhee & Han, Kyesook, 2011. "Beyond the technology adoption: Technology readiness effects on post-adoption behavior," Journal of Business Research, Elsevier, vol. 64(11), pages 1178-1182.
  27. Evgeni Stanimirov & Vladimir Jechev, 2013. "Consumer Orientation as a Factor for Satisfying the Clients," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 3, pages 56-89.
  28. Langerak, F. & Verhoef, P.C. & Verlegh, P.W.J. & de Valck, K., 2003. "The Effect of Members' Satisfaction with a Virtual Community on Member Participation," ERIM Report Series Research in Management ERS-2003-004-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  29. Dayaneethie Veerasamy & Jeevarathnam Parthasarathy Govender, 2017. "E-Communication and Customer Satisfaction: a Case of the Mobile Telecommunications Industry in South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 9(2), pages 189-200.
  30. Chuah, Stephanie Hui-Wen & Marimuthu, Malliga & Kandampully, Jay & Bilgihan, Anil, 2017. "What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 124-136.
  31. Van den Poel, Dirk & Lariviere, Bart, 2004. "Customer attrition analysis for financial services using proportional hazard models," European Journal of Operational Research, Elsevier, vol. 157(1), pages 196-217, August.
  32. Raky Julio & Andres Monzon & Yusak O. Susilo, 2024. "Identifying key elements for user satisfaction of bike-sharing systems: a combination of direct and indirect evaluations," Transportation, Springer, vol. 51(2), pages 407-438, April.
  33. Floh, Arne & Zauner, Alexander & Koller, Monika & Rusch, Thomas, 2014. "Customer segmentation using unobserved heterogeneity in the perceived-value–loyalty–intentions link," Journal of Business Research, Elsevier, vol. 67(5), pages 974-982.
  34. Caruelle, Delphine & Lervik-Olsen, Line & Gustafsson, Anders, 2023. "The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter," Journal of Retailing, Elsevier, vol. 99(2), pages 247-264.
  35. Nagengast, Liane & Evanschitzky, Heiner & Blut, Markus & Rudolph, Thomas, 2014. "New Insights in the Moderating Effect of Switching Costs on the Satisfaction–Repurchase Behavior Link," Journal of Retailing, Elsevier, vol. 90(3), pages 408-427.
  36. Filipe, Sandra & Marques, Susana Henriques & Salgueiro, Maria de Fátima, 2017. "Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 78-88.
  37. Kunter Gunasti & Hans Baumgartner, 2016. "The Asymmetric Effects of Positive Or Negative Experiences with an Extension on Low- or High-Equity Parent Brands: A Microtheoretical Notion," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 3(3), pages 126-143, December.
  38. Conor M. Henderson & Lena Steinhoff & Colleen M. Harmeling & Robert W. Palmatier, 2021. "Customer inertia marketing," Journal of the Academy of Marketing Science, Springer, vol. 49(2), pages 350-373, March.
  39. Blattberg, Robert C. & Malthouse, Edward C. & Neslin, Scott A., 2009. "Customer Lifetime Value: Empirical Generalizations and Some Conceptual Questions," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 157-168.
  40. Al-alak, Basheer A., 2014. "Impact of marketing activities on relationship quality in the Malaysian banking sector," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 347-356.
  41. Abdul Qadir Patoli & Salman Ahmed Sheikh, 2012. "Analysis Of Enviroment Conducive For Islamic Banking & Finance: A Case Of Tando Allahyar," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 8(1), pages 19-30.
  42. Salimi, Negin & Rezaei, Jafar, 2018. "Evaluating firms’ R&D performance using best worst method," Evaluation and Program Planning, Elsevier, vol. 66(C), pages 147-155.
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  44. Wang, Yi-Shun & Wu, Shun-Cheng & Lin, Hsin-Hui & Wang, Yu-Yin, 2011. "The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing," International Journal of Information Management, Elsevier, vol. 31(4), pages 350-359.
  45. Garima Malik & A. Sajeevan Rao, 2019. "Extended expectation-confirmation model to predict continued usage of ODR/ride hailing apps: role of perceived value and self-efficacy," Information Technology & Tourism, Springer, vol. 21(4), pages 461-482, December.
  46. Hans H.Bauer & Maik Hammerschmidt & Matthias Braehler, 2004. "The Customer Lifetime Value Concept And Its Contribution To Corporate Valuation," Microeconomics 0402006, University Library of Munich, Germany.
  47. Dr. Neelotpaul Banerjee & Santosh Sah, 2012. "A Comparative Study of Customers¡¯ Perceptions of Service Quality Dimensions between Public and Private Banks in India," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 3(5), pages 33-44, September.
  48. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
  49. Liao, Ziqi & Shi, Xinping & Wong, Wing-Keung, 2014. "Key determinants of sustainable smartcard payment," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 306-313.
  50. Tao-Hung LIN, 2017. "Service innovation, perceived values, and post-purchase behavior," Turkish Economic Review, KSP Journals, vol. 4(3), pages 301-307, September.
  51. Bodet, Guillaume, 2008. "Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 156-162.
  52. Avourdiadou, Sevastia & Theodorakis, Nicholas D., 2014. "The development of loyalty among novice and experienced customers of sport and fitness centres," Sport Management Review, Elsevier, vol. 17(4), pages 419-431.
  53. Xin Wang & Ming Xu, 2016. "Literature Review of Customer Service Value and Building Customer Value Model under the Internet Service Situation," International Business Research, Canadian Center of Science and Education, vol. 9(4), pages 118-122, April.
  54. Massimo Riccaboni & Anna Romiti & Gianna Giudicati, 2011. "Co-experience Network Dynamics: Lessons from the Dance Floor," DISA Working Papers 2011/02, Department of Computer and Management Sciences, University of Trento, Italy, revised 28 Mar 2011.
  55. Ahmed Khwaja & Nathan Yang, 2022. "Quantifying the link between employee engagement, and customer satisfaction and retention in the car rental industry," Quantitative Marketing and Economics (QME), Springer, vol. 20(3), pages 275-292, September.
  56. Ezlika Ghazali & Bang Nguyen & Dilip S. Mutum & Amrul Asraf Mohd-Any, 2016. "Constructing online switching barriers: examining the effects of switching costs and alternative attractiveness on e-store loyalty in online pure-play retailers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(2), pages 157-171, May.
  57. Nguyen Thi Tuyet Mai & Takahashi Yoshi & Nham Phong Tuan, 2013. "Technology acceptance model and the paths to online customer loyalty in an emerging market," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(2), pages 231-248.
  58. Zhuojun Gu & Ravi Bapna & Jason Chan & Alok Gupta, 2022. "Measuring the Impact of Crowdsourcing Features on Mobile App User Engagement and Retention: A Randomized Field Experiment," Management Science, INFORMS, vol. 68(2), pages 1297-1329, February.
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  60. Abdulvahap Baydas, 2014. "Customer satısfactıon ın prıvate health organızatıons: an empirical study," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 8(2), pages 43-56, June.
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