Attitude, loyalty, trust and customer satisfaction: A necessary consolidation of important customer retention constructs

Research output: Chapter in Book/Report/Conference proceedingsConference contributionpeer-review

Abstract

In order to explain customer retention, several economic and behavioral scientific theories are normally discussed. In doing so, it transpires that each theory is able to make important contributions to the phenomenon of customer retention under its own specific focus. Normally, similar factors to determine customer retention have been identified based on these theoretical analyses and subsequently different structural equation models have been deduced. However, with the focus on especially behavioral scientific facts and models, which up to now have not received the same attention from the marketing scholars, a parsimonious model of customer retention becomes apparent and avoids current confusions.
Original languageEnglish
Title of host publicationRelationship Marketing Summit: Time to Integrate Perspectives
Publication statusPublished - 2007
EventRelationship Marketing Summit - Buenos Aires, Argentina
Duration: 13 Dec 200715 Dec 2007

Conference

ConferenceRelationship Marketing Summit
CountryArgentina
CityBuenos Aires
Period13.12.200715.12.2007

Keywords

  • Customer retention
  • attitude
  • customer satisfaction
  • trust

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