This study examines whether changes in customer satisfaction scores, derived from the American Customer Satisfaction Index (www.acsi.org), are associated with changes in business revenue. The study analyses firms or brands in nine industries. For most of those industries, the study uses data for...

This study examines the impact of actual price increases on customer retention in a services context, and how the effect of a price increase is moderated by both tenure and breadth of the customer's relationship. The study finds that tenure is associated with lowered customer sensitivity to...

This paper examines the relationship between price changes and customer defection levels in a “subscription”‐type market, namely car insurance. Two regression models are constructed to estimate this relationship, one model for younger customers and another for older customers. The...