作 者：Subhash Sharma Ronald W. Niedr 阅读次数：4667次 发布日期：2005-07-08
Monitoring customer satisfaction is one of the most important goals of a firm as research studies suggest that customer dissatisfaction is the overwhelming reason why customers leave a company . Furthermore, customer satisfaction has been shown to increase loyalty, increase repeat purchase intentions, generate positive word-ofmouth, and generate less complaint behavior . In contrast, customer dissatisfaction increases switching behavior, generates negative word-of-mouth, and increases complaint behavior . Thus, customer satisfaction has an impact on revenue generation and cost of doing business.