Comparison between high-involvement service and high-involvement product : the antecedents of customer retention.
This study investigates four antecedents of customer retention, namely satisfaction, relationship strength, psychological switching cost and economic switching cost. We compare the importance of each factor, between the high-involvement service setting and the high-involvement product setting. From...
| Main Authors: | , , |
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| Other Authors: | |
| Format: | Final Year Project (FYP) |
| Published: |
2008
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| Subjects: | |
| Online Access: | http://hdl.handle.net/10356/10534 |
| _version_ | 1826129869286670336 |
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| author | Chuah, Yi Jia. See Toh, Seet Yee. Sim, Qian Ru. |
| author2 | Nam, Inwoo |
| author_facet | Nam, Inwoo Chuah, Yi Jia. See Toh, Seet Yee. Sim, Qian Ru. |
| author_sort | Chuah, Yi Jia. |
| collection | NTU |
| description | This study investigates four antecedents of customer retention, namely satisfaction, relationship strength, psychological switching cost and economic switching cost. We compare the importance of each factor, between the high-involvement service setting and the high-involvement product setting. From there, we determine the strongest predictor of customer retention in each setting. |
| first_indexed | 2024-10-01T07:47:15Z |
| format | Final Year Project (FYP) |
| id | ntu-10356/10534 |
| institution | Nanyang Technological University |
| last_indexed | 2024-10-01T07:47:15Z |
| publishDate | 2008 |
| record_format | dspace |
| spelling | ntu-10356/105342023-05-19T05:44:57Z Comparison between high-involvement service and high-involvement product : the antecedents of customer retention. Chuah, Yi Jia. See Toh, Seet Yee. Sim, Qian Ru. Nam, Inwoo Nanyang Business School DRNTU::Business::Marketing::Customer services This study investigates four antecedents of customer retention, namely satisfaction, relationship strength, psychological switching cost and economic switching cost. We compare the importance of each factor, between the high-involvement service setting and the high-involvement product setting. From there, we determine the strongest predictor of customer retention in each setting. 2008-09-24T07:44:41Z 2008-09-24T07:44:41Z 2008 2008 Final Year Project (FYP) http://hdl.handle.net/10356/10534 Nanyang Technological University application/pdf |
| spellingShingle | DRNTU::Business::Marketing::Customer services Chuah, Yi Jia. See Toh, Seet Yee. Sim, Qian Ru. Comparison between high-involvement service and high-involvement product : the antecedents of customer retention. |
| title | Comparison between high-involvement service and high-involvement product : the antecedents of customer retention. |
| title_full | Comparison between high-involvement service and high-involvement product : the antecedents of customer retention. |
| title_fullStr | Comparison between high-involvement service and high-involvement product : the antecedents of customer retention. |
| title_full_unstemmed | Comparison between high-involvement service and high-involvement product : the antecedents of customer retention. |
| title_short | Comparison between high-involvement service and high-involvement product : the antecedents of customer retention. |
| title_sort | comparison between high involvement service and high involvement product the antecedents of customer retention |
| topic | DRNTU::Business::Marketing::Customer services |
| url | http://hdl.handle.net/10356/10534 |
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