Cross-Category Variation in Customer Satisfaction and Retention

@inproceedings{Anderson2004CrossCategoryVI,
  title={Cross-Category Variation in Customer Satisfaction and Retention},
  author={E. Walter Anderson},
  year={2004}
}
Perceived quality, expectations, customer satisfaction, and effect of customer satisfaction on repurchase likelihood are found to be higher for products than for services, but repurchase likelihood for products is lower. Retailers have the highest repurchase likelihood and score lowest on the other variables. A set of relevant category characteristics is used to further understand variation in both the levels of these variables and their relationships. QuMity, expectations, satisfaction, and… CONTINUE READING
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