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Antecedents and Outcomes of Customer Satisfaction: A Comprehensive Review

Author

Listed:
  • Vadivelu Thusyanthy
  • Vadivelu Tharanikaran

Abstract

Understanding the antecedents and outcome variables of customer satisfaction is become an important issue, since there are few comprehensive studies conducted related to the various antecedent and outcome variables of customer satisfaction as a whole. Therefore, the main aims of this qualitative study are to investigate and to build two comprehensive models related to the antecedent and outcome variables of customer satisfaction with the various literature supports. Importantly, the comprehensive and complex models contributes to the existing literature and enhances the future studies, which are related in both online and offline customer satisfaction contexts.

Suggested Citation

  • Vadivelu Thusyanthy & Vadivelu Tharanikaran, 2017. "Antecedents and Outcomes of Customer Satisfaction: A Comprehensive Review," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(4), pages 144-144, March.
    • Handle: RePEc:ibn:ijbmjn:v:12:y:2017:i:4:p:144
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    References listed on IDEAS

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    Cited by:

    1. Jun Surjanti & Yoyok Soesatyo & Sanaji & Chendra Wibawa Setya, 2020. "Antecedents of Consumer Buying Intention on the Products of Hijab SMEs in Gresik," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 11(1), pages 1-12, April.

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    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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