Work

Customer satisfaction and customer loyalty as predictors of future business potential

Year: 2008

Type: article

Abstract: This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated their preferred property insurance provider. Based on theoretical considerations, six assumptions are developed and tested.

Source: Total Quality Management & Business Excellence

DOI: 10.1080/14783360802159501

Authors: Jacob Eskildsen, Kai Kristensen

Institution: Aarhus University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2002227766

FWCI: 1.957

Cites: 23

Cited by: 26

Related to: 10