Agency and trust mechanisms in consumer satisfaction and loyalty judgments
Article Abstract:
The factors that influence customer satisfaction and loyalty are analyzed, focusing on economic and psychological approaches to modeling the interaction between service providers and consumers. Topics addressed include how trust mechanisms interact with agency factors to affect loyalty and satisfaction.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2000
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Intelligence generation and superior customer value
Article Abstract:
Issues discussed concern marketing methods that seek to continuously develop data regarding customer needs in order to manage superior customer value. Topics addressed include four modes of data or intelligence generation, such as market-focused, industry collaboration, experimentation, and experience.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2000
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- Abstracts: Implications of loyalty program membership for customer retention and value. Managing market relationships
- Abstracts: The nature and determinants of customer expectations of service. Service quality, profitability, and the economic worth of customers: what we know and what we need to learn