Verhoef, P.C.; Franses, Ph.H.B.F.; Donkers, A.C.D. - Erasmus Research Institute of Management (ERIM), ERIM … - 2001
, customers will adjust this behavior based on their current satisfaction and payment equity. Furthermore, customers will also … purchased. Our results show positive effects of current satisfaction and payment equity on referrals, while also changes in … satisfaction and payment equity affect customer referrals. With respect to the amount of services purchased, our estimation results …