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The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development

Hennig-Thurau T, Klee A

Publication type

Research article (journal)

Peer reviewed

Yes

Publication status

Published

Year

1997

Journal

Psychology & Marketing

Volume

14 (8), 737-765

Language

English

Full text

hennig-thurau_klee_1997_pm_the_impact_of_customer_satisfaction_and_relationship_quality_on_customer_retention_a_critical_reassessment_and_model_development.pdf