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Assessing the impact of derived behavior information on customer attrition in the financial service industry

✍ Scribed by Tang, Leilei; Thomas, Lyn; Fletcher, Mary; Pan, Jiazhu; Marshall, Andrew

Book ID
121746355
Publisher
Elsevier Science
Year
2014
Tongue
English
Weight
506 KB
Volume
236
Category
Article
ISSN
0377-2217

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## Abstract The influence of customers' affective states on the evaluation of service encounters has been conceptually discussed for more than a decade. However, empirical studies, field studies in particular, are scarce. Recent studies have contributed to the area by empirically demonstrating mood