Comparison between high-involvement service and high-involvement product : the antecedents of customer retention.

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...

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Main Authors: Chuah, Yi Jia., See Toh, Seet Yee., Sim, Qian Ru.
Other Authors: Nam, Inwoo
Format: Final Year Project
Published: 2008
Subjects:
DRNTU::Business::Marketing::Customer services
Online Access:http://hdl.handle.net/10356/10534
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Institution: Nanyang Technological University
id sg-ntu-dr.10356-10534
record_format dspace
spelling sg-ntu-dr.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
institution Nanyang Technological University
building NTU Library
continent Asia
country Singapore
Singapore
content_provider NTU Library
collection DR-NTU
topic DRNTU::Business::Marketing::Customer services
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.
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.
author2 Nam, Inwoo
author_facet Nam, Inwoo
Chuah, Yi Jia.
See Toh, Seet Yee.
Sim, Qian Ru.
format Final Year Project
author Chuah, Yi Jia.
See Toh, Seet Yee.
Sim, Qian Ru.
author_sort Chuah, Yi Jia.
title 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_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_sort comparison between high-involvement service and high-involvement product : the antecedents of customer retention.
publishDate 2008
url http://hdl.handle.net/10356/10534
_version_ 1770566934552641536

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