Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis

@article{Homburg2001PersonalCA,
  title={Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis},
  author={Christian Homburg and Annette Giering},
  journal={Psychology \& Marketing},
  year={2001},
  volume={18},
  pages={43-66}
}
Previous empirical research on the relationship between customer satisfaction and loyalty has largely neglected the issue of moderator variables. In a consumer-durables context the authors analyze the moderating effect of selected personal characteristics on the satisfaction–loyalty link. The empirical findings, which are based on multiple-group causal analysis, show that the strength of the relationship between customer satisfaction and loyalty is strongly influenced by characteristics of the… Expand
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