A Dynamic Model of the Duration of the Customer’s Relationship with a Continuous Service Provider: The Role of Satisfaction

For your marketing

Possible founder application

Use this study as a bounded example related to a dynamic model of the duration of the customer’s relationship with a continuous service provider: the role of satisfaction; evaluate whether its customers, intervention and outcome match your own context.

Reported result

What the study found

Pre-cancellation satisfaction is positively related to relationship duration. Experienced customers weight cumulative satisfaction more heavily; transactions and failures affect duration through satisfaction-dependent contrast/assimilation effects.

Research question

What the authors investigated

What does a dynamic model of the duration of the customer’s relationship with a continuous service provider: the role of satisfaction show about customer behavior or marketing outcomes?

Design

Left-truncated proportional-hazards model estimated with cross-sectional and time-series perceptions/behavior; models relationship duration as a function of cumulative satisfaction, updating, service transactions, and service failures.

Sample and setting

Cellular customers observed over 22 months; exact N is not stated in the publisher abstract.

Scope and transfer

Limitations to keep in view

Inference: the cellular-service setting and observational satisfaction measures limit causal interpretation and generalization to other continuous services. Full-text methods and correction history were not independently checked.

Research sources

Study metadata and reported results were cross-checked against a direct publisher-page retrieval; detailed full-text methods were not reviewed.