The Customer Compromise and ComproScore: Toward a New Concept and Metric to Assess Customer Satisfaction, Buying Process, and Loyalty: An Abstract

This research introduces the concept of the Customer Compromise and proposes a new metric, the ComproScore, to assess customer satisfaction, buying process, and loyalty (Oliver 1980, 1999). We make and test a new theoretical proposition which states that the Customer Compromise mediates the relationships between perceived quality, perceived value, customer expectations, and share of wallet along with customer loyalty.