Verhoef, P.C.; Franses, Ph.H.B.F.; Donkers, A.C.D. - Erasmus Research Institute of Management (ERIM), ERIM … - 2001
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...
