The effects of satisfaction and loyalty on profits and growth: products versus services

被引：162

作者：

Edvardsson, B

Johnson, MD

Gustafsson, A ^{[1
]}

Strandvik, T

机构：

[1] Karlstad Univ, CTF, Serv Res Ctr, SE-65188 Karlstad, Sweden

[2] Univ Michigan, Sch Business, Ann Arbor, MI 48109 USA

[3] Swedish Sch Econ & Business Adm, Serv Management, FIN-00101 Helsinki, Finland

[4] Ctr Relationship Mkt, FIN-00101 Helsinki, Finland

来源：

TOTAL QUALITY MANAGEMENT | 2000年 / 11卷 / 07期

关键词：

D O I：

10.1080/09544120050135461

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

The paper uses data from the Swedish Customer Satisfaction Index together with performance data from competing industries to study the difference in logic in terms of customer satisfaction and loyalty between services and products. We find that for product firms loyalty can have a negative effect on company performance, while for service firms the effect is positive. The implication is that service firms must earn their loyalty but products firms can lower their prices and thus retain their customers.

引用

页码：S917 / S927

页数：11