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Customer satisfaction, novelty-seeking, and loyalty in intermittently available services

thesis
posted on 2004-01-01, 00:00 authored by Rachna. Gandhi-Arora
The marketing literature identifies customer satisfaction as an immediate antecedent to customer loyalty. Recently, some marketing researchers have questioned the strength of this link. This thesis provides insight into the relationship between customer satisfaction and loyalty and determines the effects of moderating factors, particularly the need for variety, on the satisfaction-loyalty relationship.

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Pagination

xiii, 359 leaves ; 30 cm.

Material type

thesis

Resource type

thesis

Language

eng

Notes

Thesis (Ph.D.)--Deakin University, Victoria, 2004.

Degree name

Ph.D.

Thesis faculty

Faculty of Business and Law

Thesis school

Deakin Business School

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