Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung

Andreas Herrmann and Michael D. Johnson
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Andreas Herrmann: Universität Mainz
Michael D. Johnson: Michigan Business School an der University of Michigan

Schmalenbach Journal of Business Research, 1999, vol. 51, issue 6, 579-598

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.

Date: 1999
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DOI: 10.1007/BF03371582

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