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Full-Text Articles in Marketing
Rational And Adaptive Performance Expectations In A Customer Satisfaction Framework, Michael D. Johnson, Eugene W. Anderson, Claes Fornell
Rational And Adaptive Performance Expectations In A Customer Satisfaction Framework, Michael D. Johnson, Eugene W. Anderson, Claes Fornell
Michael D. Johnson
This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that is affected by market expectations and performance perceptions in any given period and is affected by past satisfaction from period to period. An empirical study that supports adaptive market expectations and stable market satisfaction using data from the Swedish Customer Satisfaction Barometer is reported.
The Effects Of Customer Satisfaction, Relationship Commitment Dimensions, And Triggers On Customer Retention, Anders Gustaffsson, Michael D. Johnson, Inger Roos
The Effects Of Customer Satisfaction, Relationship Commitment Dimensions, And Triggers On Customer Retention, Anders Gustaffsson, Michael D. Johnson, Inger Roos
Michael D. Johnson
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.