The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention

2005/09/16 by Anders Gustafsson, Michael D. Johnson, Inger Roos · 5 citations
Business, Management and Accounting · Psychology · #Customer Service Quality and Loyalty #Cognitive and psychological constructs research #Consumer Retail Behavior Studies

paper · doi:10.1509/jmkg.2005.69.4.210

Abstract

In a study of telecommunications services, the authors examine the effects of customer satisfaction, affective commitment, and calculative commitment on retention. The study further examines the potential for situational and reactional trigger conditions to moderate the satisfaction–retention relationship. The results support consistent effects of customer satisfaction, calculative commitment, and prior churn on retention. Prior churn also moderates the satisfaction–retention relationship. The results have implications for both customer relationship managers and researchers who use satisfaction surveys to predict behavior.

Citations

• The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
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• The Evolution of Loyalty Intentions
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• Factors Affecting Trust in Market Research Relationships
• The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.

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