Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

H1
.
OSQ has a significant influence on CS. 
Relationships between Customer Satisfaction and Repeat Visit Intention / Word-of-mouth Intention 
The linkages between CS and BI (RVI and WOMI) have been supported in many studies. In their study of 
switching barriers and repurchase intentions, Jones 
et al
.’s (2000) findings showed that core-service satisfaction is a 
critical determinant of higher repurchase intentions, and switching barriers (e.g., switching costs and relationship 
investment) had a insignificant influence on repurchase intentions when CS was high. Additionally, Kandampully 
and Suhartanto’s (2000) findings in the service industry indicated that CS and service performance are significantly 
related to customer intentions to revisit and to recommend. Satisfied customers are more likely to refuse 
competitive offers from competitors and repurchase the product or service from the current provider, generating 
positive WOM (Anderson and Sullivan, 1993; Cronin and Taylor, 1992; Zeithaml 
et al
., 1996).