The Behavioral Consequences of Service Quality
Abstract
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model...
Paper Details
Title
The Behavioral Consequences of Service Quality
Published Date
Apr 1, 1996
Journal
Volume
60
Issue
2
Pages
31 - 31
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