Relationship marketing and pay TV: satisfaction, complaining behavior, service recovery, and repurchase

McQuilken, Lisa, Breth, Ron and Shaw, Robin 2001, Relationship marketing and pay TV: satisfaction, complaining behavior, service recovery, and repurchase, in Proceedings of the 9th International Colloquium in Relationship Marketing, Montreal, Canada, John Molson School of Business, Concordia University, pp. 1-17.

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Title Relationship marketing and pay TV: satisfaction, complaining behavior, service recovery, and repurchase
Author(s) McQuilken, Lisa
Breth, Ron
Shaw, Robin
Conference name International Colloquium in Relationship Marketing (9th : 2001, Montreal, Canada)
Conference location Montreal, Canada
Conference dates 24-26 Sept. 2001
Title of proceedings Proceedings of the 9th International Colloquium in Relationship Marketing
Editor(s) Ferguson, Ronald
Paulin, Michele
Publication date 2001
Conference series International Colloquium in Relationship Marketing
Start page 1
End page 17
Publisher Montreal, Canada
Place of publication John Molson School of Business, Concordia University
Summary The aims of this research included demonstrating the detenninants of Pay TV subscriber satisfaction, and displaying the relationships between key aspects of relationship marketing, such as perceptions of value, satisfaction, customer complaint behavior and service recovery, and the intention to repurchase. A survey of 171 Australian respondents suggested that the perceived quality of the variety of the programs available and the perceived quality of the monthly program guide were major contributors to value, and that value was the main driver of overall satisfaction, which in tum was the main driver of the likelihood of disconnection from the Pay TV service. Those respondents who reported having a problem but not complaining directly about it were significantly more likely to have the intention to disconnect in the future, but they were not significantly different in tenns of their value perceptions or overall satisfaction.
Language eng
Field of Research 150599 Marketing not elsewhere classified
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2001
Persistent URL http://hdl.handle.net/10536/DRO/DU:30004514

Document type: Conference Paper
Collection: School of Management and Marketing
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