✦ LIBER ✦

Measuring the value of customer retention

✍ Scribed by Ken Monts; Beverly Bonevac; Joseph Lauer; Dagnatchew Tessema

Publisher: Elsevier Science
Year: 1997
Tongue: English
Weight: 948 KB
Volume: 10
Category: Article
ISSN: 1040-6190
DOI: 10.1016/s1040-6190(97)80561-1

No coin nor oath required. For personal study only.

✦ Synopsis

Measuring the Value of Customer Retention

Competition will YequiTe changes in how market research is conducted and how customers aTe pursued. The question remains: How do we approach customer retention in a way that provides meaning@ guidelines?

📜 SIMILAR VOLUMES

The elasticity of customer value to rete

The elasticity of customer value to retention: The duration of a customer relationship

✍ Phillip E. Pfeifer; Paul W. Farris 📂 Article 📅 2004 🏛 John Wiley and Sons 🌐 English ⚖ 147 KB

Customer retention when the customer's f

Customer retention when the customer's future usage is uncertain

✍ Tiffany Barnett White; Katherine N. Lemon; John E. Hogan 📂 Article 📅 2007 🏛 John Wiley and Sons 🌐 English ⚖ 379 KB

## Abstract Consumers are often uncertain about how much they will use a service in the future (e.g., health clubs, credit cards, cell phones), yet the effects of this uncertainty on customer retention have not been studied. This research investigates factors influencing consumers' decisions about

Impacts of relationships on customer ret

Impacts of relationships on customer retention in the banking industry

✍ Steven D. Hanson; Lindon J. Robison; Marcelo E. Siles 📂 Article 📅 1996 🏛 John Wiley and Sons 🌐 English ⚖ 604 KB

A survey of rural Michigan banks found that building good customer relationships is an important goal. The financial success of eforts to build relationships depends on the customer loyalty associated with friendly relationships. Customer loyalty was investigated in a survey of financial institution

The service climate-firm performance cha

The service climate-firm performance chain: The role of customer retention

✍ Annette Towler; Daniel V. Lezotte; Michael J. Burke 📂 Article 📅 2011 🏛 John Wiley and Sons 🌐 English ⚖ 178 KB

## Abstract This study examines the role of customer retention as a mediator in the service climate–firm performance chain. Using a predictive design that involves data collected from 1,500 automotive service stores from 12,518 employees and approximately 30,000 customers, a model linking service c

Research of measuring the customer satis

Research of measuring the customer satisfaction for information systems

✍ Toshinori Chikara; Takenori Takahashi 📂 Article 📅 1997 🏛 Elsevier Science 🌐 English ⚖ 361 KB

To evaluate information systems properly for their improvement is important. This study proposes the evaluation method for information systems based on Customer(User) Satisfaction. It applies to the information systems in the company. In this method, each factor with the degree of satisfaction is cl

The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value

✍ Peter Fader; Sarah E. Toms 📂 Fiction 📅 2018 🏛 Wharton Digital Press 🌐 en-US ⚖ 542 KB

**_How did global gaming company Electronic Arts go from being named “Worst Company in America” to clearing a billion dollars in profit?_** They discovered a simple truth—and acted on it: Not all customers are the same, regardless of how they appear on the surface. The most successful companies, fr