Personal Characteristics as Moderators of the Relationship Between Customer Satisfaction and Loyalty - An Empirical Analysis

Homburg, Christian ; Giering, Annette

W029_Personal Charactaristics as Moderator of the Relationship.pdf - Published

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URN: urn:nbn:de:bsz:180-madoc-425195
Document Type: Working paper
Year of publication: 1999
The title of a journal, publication series: Reihe: Wissenschaftliche Arbeitspapiere / Institut für Marktorientierte Unternehmensführung
Volume: W029
Place of publication: Mannheim
Publishing house: Inst. für Marktorientierte Unternehmensführung, Univ. Mannheim
ISBN: 3-89333-213-8 , 978-3-89333-213-7
Publication language: English
Institution: Business School > Business-to-Business Marketing, Sales & Pricing (Homburg 1998-)
Subject: 330 Economics
Abstract: Previous research on the relationship between customer satisfaction and loyalty has largely neglected the issue of moderator variables. The authors develop a set of hypotheses related to the moderating effect of selected personal characteristics on the satisfaction-loyalty link. These hypotheses are tested in a consumer durables context using multiple group causal analysis. Empirical findings provide reasonable support for the theoretical arguments. Specifically, variety seeking, age, and income are found to be important moderators of the satisfaction-loyalty relationship.

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