A study on antecedents of customer retention model

  title={A study on antecedents of customer retention model},
  author={Liu Yijiang and Wan Yinghong and Yue Ying},
  journal={2014 11th International Conference on Service Systems and Service Management (ICSSSM)},
Customer psychological contract reflects their implicit demands in the transaction and has been an important basis of managing the customer relation. However, current model hasn't considered satisfactory variable of implicit demands. The paper analyzed the relationship between psychological contract and implicit demand as well as the relationship between the psychological contract satisfactory and customer intention. With telecommunication service as the background, based on factor extraction… CONTINUE READING