What Are Your Customers Saying About you?

Loading...
Thumbnail Image
File version
Author(s)
K . Malhotra, Naresh
Agarwal, James
Ndubisi, Nelson Oly
Griffith University Author(s)
Primary Supervisor
Other Supervisors
Editor(s)
Date
2010
Size
1319558 bytes
File type(s)
application/pdf
Location
License
Abstract

The article presents a research which examines the relationship marketing based on the three dimensions of customer satisfaction, brand loyalty, and compliant behavior. Literatures related to the aspects of relationship marketing such as customer confidence and conflict handling and the demographics variables of ethnicity and income are presented. The researchers utilized the empirical method with integrated model to analyze relationship marketing with the variables. Results of the study indicate significant association of conflict handling and communication with customer loyalty and the positive contribution of the three dimensions to costumer satisfaction. Also noted is the need for the marketers to build customer relationship based on trust and competence.

Journal Title
Marketing Research
Conference Title
Book Title
Edition
Volume
22
Issue
4
Thesis Type
Degree Program
School
DOI
Patent number
Funder(s)
Grant identifier(s)
Rights Statement
Rights Statement
© 2010 American Marketing Association. The attached file is reproduced here in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
Item Access Status
Note
Access the data
Related item(s)
Subject
Marketing not elsewhere classified
Marketing
Persistent link to this record
Citation
Collections