We develop and test a model that in

We develop and test a model that investigates how differences
in customer characteristics affect (1) satisfaction
thresholds, (2) response bias, and (3) nonlinearity in the
satisfaction-retention relationship. Results show that customers
with different characteristics have systematically different
thresholds and response biases. As such, Uie extent to
which their satisfaction ratings transits into repurchase
behavior varies systematically. We also fmd that the link
between satisfaction and repurchase behavior is highly nonlinear,
though the nonlinearity does not vary on the basis of
consumer characteristics. Finally, the functional form underlying
the satisf^tion-behavior link is markedly different
from the satisfaction-intention link. This is important for
manages and researchers alike, who need to make a choice
between repurchase intent and behavior for the dependent
variable.