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- W2016572236 abstract "The search for the sources and correlates of customer satisfaction has become critical for all professional service providers seeking competitive advantage. At one time or another, managing against client expectations, their sense of perceived risk and their need for control have each been suggested as determinants of satis- faction, and retention, in the services marketing literature. This study of 169 affluent international investors provides an empirical case study of the role of expectancy, risk and control theories in predict- ing satisfaction and retention by financial advisory firms. The prod- uct involved is also highly topical, as it focuses on derivatives. A model of consumer professional services repurchase behavior is pro- posed." @default.
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- W2016572236 date "1995-03-03" @default.
- W2016572236 modified "2023-09-25" @default.
- W2016572236 title "Predicting Professional Services Retention" @default.
- W2016572236 doi "https://doi.org/10.1300/j090v11n01_02" @default.
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