Relationship intention, customer-firm association length and customer satisfaction : a multi-country exploration

Show simple item record Mostert, P.G. (Pierre) Steyn, Derik Rogers, Pamela Du Toit, Cornelia Van Niekerk, Wena 2021-09-16T08:45:44Z 2020-12
dc.description.abstract Customer-firm association length is used frequently as an indicator for identifying relational customers. This study explores rather using customers' relationship intentions by also considering the relationships between customer satisfaction with both association length and relationship intention. Data were collected under 1915 cell phone customers for the USA, South Africa, and the Philippines. Results confirm for all three samples: the measure is valid and reliable; three distinct relationship intention groups; similarity between corresponding relationship intention groups across the three countries; no relationship between customer-firm association length and customer satisfaction; and a direct relationship between satisfaction and relationship intention. en_ZA
dc.description.department Marketing Management en_ZA
dc.description.embargo 2021-12-29
dc.description.librarian hj2021 en_ZA
dc.description.sponsorship The National Research Foundation of South Africa en_ZA
dc.description.uri en_ZA
dc.identifier.citation Mostert, P., Steyn, D., Rogers, P. et al. 2020, 'Relationship intention, customer-firm association length and customer satisfaction: a multi-country exploration', Journal for Global Business Advancement, vol. 13, no. 4, pp. 408-430. en_ZA
dc.identifier.issn 1746-966X (print)
dc.identifier.issn 1746-9678 (online)
dc.identifier.other 10.1504/JGBA.2020.112374
dc.language.iso en en_ZA
dc.publisher Inderscience en_ZA
dc.rights © 2021 Inderscience Enterprises Ltd. en_ZA
dc.subject Relationship intention en_ZA
dc.subject Involvement en_ZA
dc.subject Feedback en_ZA
dc.subject Expectations en_ZA
dc.subject Fear of relationship loss en_ZA
dc.subject Forgiveness en_ZA
dc.subject Customer-firm association length en_ZA
dc.subject Satisfaction en_ZA
dc.subject Cell phone networks en_ZA
dc.subject Multi-country comparison en_ZA
dc.title Relationship intention, customer-firm association length and customer satisfaction : a multi-country exploration en_ZA
dc.type Postprint Article en_ZA

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