Dynamic customer relationship management: incorporating future considerations into the service retension decision

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Dynamic customer relationship management: incorporating future considerations into the service retension decision

Winer, Russell S. - ; Lemon, Katherine N. - ; White, Tiffany Barnett - ;

This paper examines the influence of customer future-focused considerations, over and above the effects of satisfaction, on the customer's decision to discontinue a service relationship. It finds that expected future use and anticipated regret influence this decision. Understanding and managing these future-focused considerations is critical to successful dynamic customer relationship management..Printed Journal

Ketersediaan

Call Number	Location	Available
	PSB lt.dasar - Pascasarjana	1

Penerbit	American Marketing Association.,
Edisi	-
Subjek	Statistical analysis Market research Customer Retention Customer relationship management studies
ISBN/ISSN	222429
Klasifikasi	-
Deskripsi Fisik	-
Info Detail Spesifik	-
Other Version/Related	Tidak tersedia versi lain
Lampiran Berkas	Tidak Ada Data