Critical Incidents and the Impact of Satisfaction on Customer Share

Volume: 72, Issue: 4, Pages: 123 - 142
Published: Jul 1, 2008
Abstract
In business markets, the long-term nature of relationships may prompt parties to conduct “business as usual,” but negative critical incidents (CIs) can cause a destabilization of these long-term relationships. The authors develop a comprehensive dynamic model of customer loyalty to account for the impact of negative CIs on both the nature and the magnitude of the relationships between satisfaction and customer share. The results indicate that...
Paper Details
Title
Critical Incidents and the Impact of Satisfaction on Customer Share
Published Date
Jul 1, 2008
Volume
72
Issue
4
Pages
123 - 142
Citation AnalysisPro
  • Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
  • Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.