TY  - JOUR
AB  - This paper presents a holistic model of customer retention incorporating service quality perceptions, price perceptions, customer indifference and inertia. Data from a large‐scale postal survey of telephone users in England showed that perceptions of service quality have a direct linear relationship with customer retention even in mass services with low customer contact. Price perceptions and customer indifference too were found to have a direct linear effect on retention. Furthermore, it was also seen how both price perceptions and customer indifference moderated the relationship between service quality perceptions and customer retention. A linear relationship between inertia and customer retention was not found. Furthermore, there was evidence to indicate that inertia was a relatively unstable condition and that reliance by service providers on inertia to retain customers could indeed be a risky strategy.
VL  - 23
IS  - 2
SN  - 0144-3577
DO  - 10.1108/01443570310458474
UR  - https://doi.org/10.1108/01443570310458474
AU  - Ranaweera Chatura
AU  - Neely Andy
PY  - 2003
Y1  - 2003/01/01
TI  - Some moderating effects on the service quality‐customer retention link
T2  - International Journal of Operations & Production Management
PB  - MCB UP Ltd
SP  - 230
EP  - 248
Y2  - 2024/04/24
ER  -