An empirical study into the influence of customer satisfaction on customer revenues

被引：8
作者：
Terpstra, Maarten [1 ]
Kuijlen, Ton [2 ]
Sijtsma, Klaas [1 ]
机构：
[1] Tilburg Univ, Dept Methodol & Stat, NL-5000 LE Tilburg, Netherlands
[2] Tilburg Univ, Dept Social Psychol, NL-5000 LE Tilburg, Netherlands
来源：
SERVICE INDUSTRIES JOURNAL | 2012年 / 32卷 / 13期
关键词：
customer satisfaction; revenue; retail banking; longitudinal study; CONSUMER SATISFACTION; ITEM SCORES; PROFITABILITY; IMPACT; QUALITY; METRICS;
D O I：
10.1080/02642069.2011.574279
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
It is broadly expected that customer satisfaction (CS) influences customer revenues (CR), but there is little evidence for the corresponding hypothesis. If CS influences CR, there must be a relation between CS at time t = 0 and CR at time t > 0. We developed a statistical model representing this relation, which we tested in a longitudinal study using person-level data (N = 1682) from a Dutch retail bank. We found that CS had a positive effect on CR with 1-year and 2-year time lags. These results support the hypothesis that CS influences CR.
引用
收藏
页码：2129 / 2143
页数：15
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