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A critical realist approach to the relationship between customer satisfaction, its attributes and profitability

The relationship between customer satisfaction and firm profitability has received varying attention in the research literature. Customer satisfaction itself has been thoroughly investigated and a number of possible attributes identified. A linkage between customer satisfaction and repurchase intention has been shown to exist, though little research has been completed on actual repurchase, while recent research has shown a linkage between customer retention and revenue. If the research on these component parts is added together, it suggests a direct linkage between attributes of customer satisfaction and firm revenue, implying that firm revenue may be increased by identifying and improving key attributes of customer satisfaction.

Identiferoai:union.ndltd.org:ADTP/201926
Date January 2006
CreatorsKing, Gerard
Source SetsAustraliasian Digital Theses Program
LanguageEN-AUS
Detected LanguageEnglish
RightsCopyright Gerard King 2006

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