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Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision
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 |
|---|---|---|
| JM6601 | PSB lt.dasar - Pascasarjana | 1 |
| Penerbit | Chicago, IL: American Marketing Association 2002 |
|---|---|
| Edisi | Vol. 66, No. 1, Jan., 2002 |
| Subjek | Statistical analysis Market research Customer Retention Customer relationship management studies |
| ISBN/ISSN | 0022-2429 |
| Klasifikasi | NONE |
| Deskripsi Fisik | 14 p. |
| Info Detail Spesifik | Journal of Marketing |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas |