Purpose This study examines the association between behavioral loyalty and satisfaction scores for banks. Past work has generally viewed the link between satisfaction and loyalty to be one way – satisfaction causes or induces loyalty. This study suggests the relationship may not be just...

This paper examines the relationship between price changes and customer defection levels in a “subscription”‐type market, namely car insurance. Two regression models are constructed to estimate this relationship, one model for younger customers and another for older customers. The...

This study examines whether changes in customer satisfaction scores, derived from the American Customer Satisfaction Index (www.acsi.org), are associated with changes in business revenue. The study analyses firms or brands in nine industries. For most of those industries, the study uses data for...