The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study

被引：732

作者：

Hallowell, R

机构：

[1] Harvard Business School, Boston, MA

来源：

INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT | 1996年 / 7卷 / 04期

关键词：

customer loyalty; customer satisfaction; financial services; operations strategy; profitability; USA;

D O I：

10.1108/09564239610129931

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

Presents the findings of a study performed on data from a large bank's retail-banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and customer loyalty to profitability, using multiple measures of satisfaction, loyalty, and profitability. An estimate of the effects of increased customer satisfaction on profitability (assuming hypothesized causality) suggests that attainable increases in satisfaction could dramatically improve profitability.

引用

页码：27 / &

页数：17

共 24 条

[1] Anderson E.W., 1994, SERVICES QUALITY, P241, DOI 10.4135/9781452229102.n11
[2] [Anonymous], BANK MANAGEMENT
[3] [Anonymous], HARVARD BUSINESS MAR
[4] [Anonymous], HARVARD BUSINESS SEP
[5] [Anonymous], STRATEGIC MANAGEMENT
[6] [Anonymous], HUM RESOUR PLAN
[7] Blanchard R.F., 1994, INT J SERV IND MANAG, V5, P5
[8] Fornier S., 1994, THESIS U FLORIDA
[9] Gronroos C., 1991, International Journal of Service Industry Management, V2, P17
[10] Gummesson E., 1993, Quality Management in Service Organizations

← 1 2 3 →