This paper explores links between customer satisfaction, repurchase intentions, purchase behavior, and customer profitability with empirical data on attitudes, behavior, and profitability at the customer level of analysis. Purchase behavior and profitability data, derived from the accounting...

Measures of customers’ repurchase intentions have become common in marketing research, particularly since long‐term relations with customers are stressed as an important goal. This study, however, illustrates that repurchase intentions may be a poor predictor of future behavior on industrial...