Acquisition and retention · Empirical scale-development study using intent measures and tests of a cumulative retention-benefit construct.
Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation
Das Narayandas (1998). Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation. Journal of Service Research. https://doi.org/10.1177/109467059800100202.
Plain-English take
The proposed benefits-of-customer-retention measures formed a unidimensional cumulative scale; the paper recommends managing satisfaction and retention benefits jointly. For your marketing: Use to frame a lifecycle hypothesis and define customer-level outcomes; check whether the study's market and retention horizon resemble yours.
How much weight to give this
2.5/5 Evidence needs cautious interpretation
The 1–5 evidence-check score is a practical reading aid, not a formal peer review or a probability that a conclusion is true. It combines design strength (2 points), sample reporting (1), comparison/control clarity (1), and how much of the paper could be checked (1). Access affects how confidently this directory can assess a study, not the study's underlying quality. Blinding is reported separately because it is not relevant to every design.
Empirical scale-development study using intent measures and tests of a cumulative retention-benefit construct.
Customers/consumers assessed on repurchase intention, word of mouth, price tolerance, satisfaction and related intentions; publisher abstract does not state sample size.
Judged from the publisher-described design and comparison; inspect the paper for complete analysis.
Publisher page and abstract were retrieved directly; full text was not assumed open.
Double-blind? Blinding was not established from the retrieved publisher record.
Research question
What the authors investigated
Can customer-retention benefits be measured as a psychometrically adequate cumulative construct, and used alongside satisfaction?
Design
Empirical scale-development study using intent measures and tests of a cumulative retention-benefit construct.
Sample and setting
Customers/consumers assessed on repurchase intention, word of mouth, price tolerance, satisfaction and related intentions; publisher abstract does not state sample size.
Reported result
What the study found
The proposed benefits-of-customer-retention measures formed a unidimensional cumulative scale; the paper recommends managing satisfaction and retention benefits jointly.
This is a paraphrase of the source. Check the original paper for definitions, estimates, statistical uncertainty and analysis details.
Scope and transfer
Limitations to keep in view
The construct is based on intention measures rather than observed churn or realized value, as stated in the abstract; sample details are not on the accessible page.
Possible founder application
Use to frame a lifecycle hypothesis and define customer-level outcomes; check whether the study's market and retention horizon resemble yours.
Evidence access
Publisher record and abstract retrieved; consult the linked paper for full methods and tables.
Publisher abstract explicitly contrasts intent-based measurement with the proposed unidimensional cumulative scale. Direct publisher-page retrieval was recorded on 2026-10-09; this profile uses the publisher abstract/metadata and does not claim independent review of unavailable full text.
If only an abstract or metadata was available, the profile is limited to claims supported there. A paper's paywall does not change its evidentiary status, but it limits what we can substantiate from accessible text.