Marketing Intelligence & Planning Value, satisfaction, loyalty and retention in professional services Rene Trasorras, Art Weinstein, Russell Abratt, Article information: To cite this document: Rene Trasorras, Art Weinstein, Russell Abratt, (2009) "Value, satisfaction, loyalty and retention in professional services", Marketing Intelligence & Planning, Vol. 27 Issue: 5, pp.615-632, https:// doi.org/10.1108/02634500910977854 Permanent link to this document: https://doi.org/10.1108/02634500910977854 Downloaded on: 05 June 2018, At: 11:27 (PT) References: this document contains references to 49 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 8001 times since 2009* Users who downloaded this article also downloaded: (2007),"The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet", Managing Service Quality: An International Journal, Vol. 17 Iss 4 pp. 361-384 <a href="https://doi.org/10.1108/09604520710760526">https:// doi.org/10.1108/09604520710760526</a> (1996),"The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study", International Journal of Service Industry Management, Vol. 7 Iss 4 pp. 27-42 <a href="https:// doi.org/10.1108/09564239610129931">https://doi.org/10.1108/09564239610129931</a> Access to this document was granted through an Emerald subscription provided by emerald-srm:409465 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/ authors for more information. About Emerald www.emeraldinsight.com Emerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services. Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. *Related content and download information correct at time of download. Downloaded by California State University Fresno At 11:27 05 June 2018 (PT)