Verhoef, P.C.; Franses, Ph.H.B.F.; Hoekstra, J.C. - Erasmus Research Institute of Management (ERIM), ERIM … - 2000
We examine the effect of relational constructs, such as satisfaction, trust and commitment on relationship performance (that is, positive word-of-mouth communication and the margin provided by each customer) of customers of an insurance company. A central issue concerns the effect of duration on...