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Functional forms of the satisfaction-loyalty relationship

Dong, Songting; Ding, Min; Grewal, Rajdeep; Zhao, Ping


The linear functional form of the effect of customer satisfaction on repurchase intentions may not be adequate under all circumstances; however, we lack a clear understanding of the factors that may drive variation in the functional forms of the satisfaction-loyalty relationship. Building on existing research, the authors consider how the functional form of the effect of satisfaction on repurchase intentions varies across segments formed at the intersection of product categories and customer...[Show more]

CollectionsANU Research Publications
Date published: 2011
Type: Journal article
Source: International Journal of Research in Marketing
DOI: 10.1016/j.ijresmar.2010.09.002


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