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Changing Perceptions and Changing Behavior in Customer Relationships

Author

Listed:
  • Verhoef, P.C.
  • Franses, Ph.H.B.F.
  • Donkers, A.C.D.

Abstract

We formulate a theoretical model in which we postulate that if a customers' behavior is perceived as not optimal, customers will adjust this behavior based on their current satisfaction and payment equity. Furthermore, customers will also include new experiences. In our empirical study we particularly investigate customer referrals and the amount of services purchased. Our results show positive effects of current satisfaction and payment equity on referrals, while also changes in satisfaction and payment equity affect customer referrals. With respect to the amount of services purchased, our estimation results reveal a positive significant effect of only changes in satisfaction.

Suggested Citation

  • Verhoef, P.C. & Franses, Ph.H.B.F. & Donkers, A.C.D., 2001. "Changing Perceptions and Changing Behavior in Customer Relationships," ERIM Report Series Research in Management ERS-2001-31-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    • Handle: RePEc:ems:eureri:96
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    Cited by:

    1. Verhoef, P.C. & Antonides, G. & de Hoog, A.N., 2002. "Service Processes as a Sequence of Events," ERIM Report Series Research in Management ERS-2002-105-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.

    More about this item

    Keywords

    customer relationships; dynamic modeling; preference updating; satisfaction;
    All these keywords.

    JEL classification:

    • C44 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Operations Research; Statistical Decision Theory
    • M - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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