×

Warning

EU e-Privacy Directive

This website uses cookies to manage authentication, navigation, and other functions. By using our website, you agree that we can place these types of cookies on your device.

View Privacy Policy

View e-Privacy Directive Documents

View GDPR Documents

You have declined cookies. This decision can be reversed.

2 Theory of customer satisfaction

The objective of this chapter is to come to a deeper understanding of customer satisfaction. This chapter explores what can be understood of customer satisfaction, customer loyalty, customer retention, perceived values, complaints and corporate image. Interdependencies and antecedents of customer satisfaction subjects will lead to models and vice versa, this justifies studying the theory of customer satisfaction from different point of views.

  1. Literature study
  2. Literature research reflection