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A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction

โœ Scribed by Bolton, Ruth N.

Book ID
121810078
Publisher
INFORMS
Year
1998
Tongue
English
Weight
278 KB
Volume
17
Category
Article
ISSN
0732-2399

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A Dynamic Model of the Duration of the C
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
โœ Bolton, Ruth N. ๐Ÿ“‚ Article ๐Ÿ“… 1998 ๐Ÿ› INFORMS ๐ŸŒ English โš– 278 KB

Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whether there is a link between customer satisfaction and retention. This research question is important to researchers who ar