What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty

• Published in: Psychology & marketing Vol. 21; no. 5; pp. 351 - 373
• Main Authors: Yi, Youjae, La, Suna
• Format: Journal Article
• Language: English
• Published: Hoboken Wiley Subscription Services, Inc., A Wiley Company 01.05.2004; Wiley Periodicals Inc
• Subjects: Behavior; Brand loyalty; Competition; Consumer behavior; Customer satisfaction; Customer services; Customers; Market strategy; Marketing; Purchasing; Studies; Willingness to pay

This study examines how loyalty influences the relationship between customer satisfaction (CS) and repurchase intention (RPI). Considering the effect of time, the study introduces adjusted expectations, which are expectations updated after consumption experience. The present study investigates the r...