The Effects of Satisfaction and Loyalty on Profits and Growth: Products Versus Services
Loading...
No Access Until
Permanent Link(s)
Collections
Other Titles
Abstract
The paper uses data from the Swedish Customer Satisfaction Index together with performance data from competing industries to study the difference in logic in terms of customer satisfaction and loyalty between services and products. We find that for product firms loyalty can have a negative effect on company performance, while for service firms the effect is positive. The implication is that service firms must earn their loyalty but product firms can lower their prices and thus retain their customers.
Journal / Series
Volume & Issue
Description
Sponsorship
Date Issued
2000-01-01
Publisher
Keywords
customer satisfaction; loyalty; product pricing
Location
Effective Date
Expiration Date
Sector
Employer
Union
Union Local
NAICS
Number of Workers
Committee Chair
Committee Co-Chair
Committee Member
Degree Discipline
Degree Name
Degree Level
Related Version
Related DOI
Related To
Related Part
Based on Related Item
Has Other Format(s)
Part of Related Item
Related To
Related Publication(s)
Link(s) to Related Publication(s)
References
Link(s) to Reference(s)
Previously Published As
Government Document
ISBN
ISMN
ISSN
Other Identifiers
Rights
Required Publisher Statement: © Taylor & Francis. Final version published as: Edvardsson, B., Johnson, M. D., Gustafsson, A., & Strandvik, T. (2000). The effects of satisfaction and loyalty on profits and growth: Products versus services. Total Quality Managment, 11(7), S917-S927. doi:10.1080/09544120050135461 Reprinted with permission. All rights reserved.
Rights URI
Types
article