Customer satisfaction and customer loyalty as predictors of future business potential

被引：10
|
作者：
Eskildsen, Jacob [1 ]
Kristensen, Kai
机构：
[1] Univ Aarhus, Sch Business, Dept Mkt, DK-8000 Aarhus C, Denmark
来源：
TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE | 2008年 / 19卷 / 7-8期
关键词：
EPSI rating; customer satisfaction and loyalty;
D O I：
10.1080/14783360802159501
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations, six assumptions are developed and tested.
引用
收藏
页码：843 / 853
页数：11
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