Customer behavior and adoption · 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.
A Dynamic Model of the Duration of the Customer’s Relationship with a Continuous Service Provider: The Role of Satisfaction
Ruth N. Bolton (1998). A Dynamic Model of the Duration of the Customer’s Relationship with a Continuous Service Provider: The Role of Satisfaction. Marketing Science. https://doi.org/10.1287/mksc.17.1.45
Plain-English take
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.
How much weight to give this
2/5 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.
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.
Cellular customers observed over 22 months; exact N is not stated in the publisher abstract.
Review the paper for comparison conditions and analysis.
Publisher record checked; detailed methods were not verified.
Double-blind? Blinding was not established from the publisher page.
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.
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.
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
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.
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.
Evidence access
Publisher page; full-text availability varies and was not established.
Study metadata and reported results were cross-checked against a direct publisher-page retrieval; detailed full-text methods were not reviewed.
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.