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Customer characteristics, satisfaction, and repurchase intention

Gandhi-Arora, Rachna and Shaw, Robin 2002, Customer characteristics, satisfaction, and repurchase intention, in Proceedings of the Australian and New Zealand Marketing Academy Conference 2002, ANZMAC, Geelong, Vic., pp. 3321-3326.

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Title Customer characteristics, satisfaction, and repurchase intention
Author(s) Gandhi-Arora, Rachna
Shaw, Robin
Conference name Australian and New Zealand Marketing Academy Conference (2002 : Geelong, Victoria)
Conference location Geelong, Victoria
Conference dates 2-4 December 2002
Title of proceedings Proceedings of the Australian and New Zealand Marketing Academy Conference 2002
Editor(s) Shaw, R.
Adam, S.
McDonald, H.
Publication date 2002
Start page 3321
End page 3326
Publisher ANZMAC
Place of publication Geelong, Vic.
Summary One area of services marketing which has remained relatively underdeveloped, is the nature of the relationship between customer satisfaction and loyalty, and the moderating influences on this relationship, despite the fact that loyalty is essential for service business survival (Reichheld, 1993). This paper reports research regarding the relationship between consumer satisfaction, repurchase intention, and demographic characteristics. A telephone survey was conducted of 500 city residents, focusing on their visitation of tourism special events. The study found support for the findings of some recent, non-Australian, non-services research studies, in that respondent demographics were found to moderate the relationship between satisfaction and repurchase behaviour (in this case, repurchase intention), in an Australian services context.
ISBN 0730025624
9780730025627
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2002 ANZMAC
Persistent URL http://hdl.handle.net/10536/DRO/DU:30004783

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