A Study on Antecedents of Customer Retention Model

被引：0

作者：

Liu Yijiang ^{[1
]}

Wan Yinghong ^{[1
]}

Yue Ying ^{[1
]}

机构：

[1] Xi An Jiao Tong Univ, Key Lab Minist Educ Proc Control & Efficiency Eng, Sch Management, Xian 710049, Peoples R China

来源：

2014 11TH INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT (ICSSSM) | 2014年

关键词：

service relationshi; psychological contract; implicit demand; empirical research;

D O I：

暂无

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

Customer psychological contract reflects their implicit demands in the transaction and has been an important basis of managing the customer relation. However, current model hasn't considered satisfactory variable of implicit demands. The paper analyzed the relationship between psychological contract and implicit demand as well as the relationship between the psychological contract satisfactory and customer intention. With telecommunication service as the background, based on factor extraction of explicit satisfactory, implicit satisfactory, switching barrier and retention, this paper adopted Amos 17.0 to test the formal model and improved model, finding that the improved model is better in explanation ability and more targeted for decision making.

引用

页数：6

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