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
收藏
页数：6
相关论文
共 50 条
  • [41] THE ANTECEDENTS AND CONSEQUENCES OF CUSTOMER SATISFACTION FOR FIRMS
    ANDERSON, EW
    SULLIVAN, MW
    [J]. MARKETING SCIENCE, 1993, 12 (02) : 125 - 143
  • [42] Customer engagement: the construct, antecedents, and consequences
    Anita Pansari
    V. Kumar
    [J]. Journal of the Academy of Marketing Science, 2017, 45 : 294 - 311
  • [43] Customer engagement: the construct, antecedents, and consequences
    Pansari, Anita
    Kumar, V.
    [J]. JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, 2017, 45 (03) : 294 - 311
  • [44] An examination of the antecedents and consequences of customer satisfaction
    Ekinci, Y
    Sirakaya, E
    [J]. CONSUMER PSYCHOLOGY OF TOURISM, HOSPITALITY AND LEISURE, VOL 3, 2004, : 189 - 202
  • [45] ANTECEDENTS OF CUSTOMER RETENTION AFTER SERVICE FAILURE AND RECOVERY OF INFORMATION TECHNOLOGY SERVICES IN BUSINESS-TO-BUSINESS ENVIRONMENTS
    Cardoso da Silva, Humberto Caetano
    Vasconcelos Araujo, Marcus Augusto
    Mendes Primo, Marcos Andre
    [J]. REVISTA DE GESTAO E PROJETOS, 2015, 6 (03): : 60 - 70
  • [46] Design of a predictive model for customer retention in the cancellation of an insurance policy
    Rodriguez Calderon, Andres Yecid
    Garcia-Bedoya, Olmer
    [J]. 2020 IEEE COLOMBIAN CONFERENCE ON COMMUNICATIONS AND COMPUTING (COLCOM), 2020,
  • [47] Model of Relational Capital, Networking Customer Capability and Customer Retention to Increase Marketing Performance of SMEs
    Farida, Naili
    Nyoman, Ida Bagus
    Taufiq, Mochamad
    [J]. SUSTAINABLE FINANCE, DIGITALIZATION AND THE ROLE OF TECHNOLOGY, ICBT 2021, 2023, 487 : 229 - 241
  • [48] Relationship marketing and customer retention: a study on aspects that influence customer loyalty in retail trade
    Gomes, Thiago Eliandro de Oliveira
    Almada, Vitor Rodrigues
    Almirao, Darlen de Oliveira
    Rizzatti, Emerson Oliveira
    [J]. REVISTA DE GESTAO E SECRETARIADO-GESEC, 2023, 14 (05): : 7501 - 7523
  • [49] Profit-Based Model Selection for Customer Retention Using Individual Customer Lifetime Values
    Oskarsdottir, Maria
    Baesens, Bart
    Vanthienen, Jan
    [J]. BIG DATA, 2018, 6 (01) : 53 - 65
  • [50] The Mediating Role of Customer Satisfaction in Customer Retention Model: A Case of Local Automobile Brands in Malaysia
    Koay, K. Y.
    Derek, O. L. T.
    [J]. PERTANIKA JOURNAL OF SOCIAL SCIENCE AND HUMANITIES, 2016, 24 : 27 - 40
12345