A critical realist approach to the relationship between customer satisfaction, its attributes and profitability
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(Published version)
Date
2006
Authors
King, Gerard
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thesis
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Abstract
The relationship between customer satisfaction and firm profitability has received varying attention in the research literature. Customer satisfaction itself has been thoroughly investigated and a number of possible attributes identified. A linkage between customer satisfaction and repurchase intention has been shown to exist, though little research has been completed on actual repurchase, while recent research has shown a linkage between customer retention and revenue. If the research on these component parts is added together, it suggests a direct linkage between attributes of customer satisfaction and firm revenue, implying that firm revenue may be increased by identifying and improving key attributes of customer satisfaction.
School/Discipline
University of South Australia School of Marketing
School of Marketing
School of Marketing
Dissertation Note
PhD Doctorate
Provenance
Copyright Gerard King 2006
Description
EN-AUS
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506 0#$fstar $2Unrestricted online access