Relationship characteristics as moderators of the satisfaction-loyalty link : findings in a business-to-business context


Homburg, Christian ; Giering, Annette ; Menon, Ajay


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URL: https://ub-madoc.bib.uni-mannheim.de/42518
URN: urn:nbn:de:bsz:180-madoc-425188
Document Type: Working paper
Year of publication: 1999
The title of a journal, publication series: Reihe: Wissenschaftliche Arbeitspapiere / Institut für Marktorientierte Unternehmensführung
Volume: W030
Place of publication: Mannheim
Publishing house: Inst. für Marktorientierte Unternehmensführung, Univ. Mannheim
ISBN: 3-89333-214-6 , 978-3-89333-214-4
Publication language: English
Institution: Business School > ABWL u. Marketing I (Homburg)
Subject: 330 Economics
Abstract: Our paper is organized as follows. We begin with a brief overview of the theoretical and conceptual background of our study and provide a synthesis of the extant empirical literature on the relationship between customer satisfaction and customer loyalty. We discuss relationship characteristics as possible moderators of this link and develop research hypotheses. Next, we discuss the method employed to test these hypotheses and present our results. We conclude with a discussion of our results and its implications for future academic research and managers.

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Homburg, Christian ; Giering, Annette ; Menon, Ajay (1999) Relationship characteristics as moderators of the satisfaction-loyalty link : findings in a business-to-business context. Open Access Reihe: Wissenschaftliche Arbeitspapiere / Institut für Marktorientierte Unternehmensführung Mannheim W030 [Working paper]
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