✦ LIBER ✦

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

✍ Scribed by Phillip E. Pfeifer; Paul W. Farris

Publisher: John Wiley and Sons
Year: 2004
Tongue: English
Weight: 147 KB
Volume: 18
Category: Article
ISSN: 1094-9968
DOI: 10.1002/dir.20006

No coin nor oath required. For personal study only.

📜 SIMILAR VOLUMES

The impact of customer satisfaction and

The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development

✍ Thorsten Hennig-Thurau; Alexander Klee 📂 Article 📅 1997 🏛 John Wiley and Sons 🌐 English ⚖ 364 KB 👁 2 views

Customer satisfaction with a company's products or services is often seen as the key to a company's success and long-term competitiveness. In the context of relationship marketing, customer satisfaction is often viewed as a central determinant of customer retention. However, the few empirical invest

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

Sustaining the ‘connective tissue’ of cu

Sustaining the ‘connective tissue’ of customer relationships

✍ Doug Stace; Ajay Bhalla 📂 Article 📅 2008 🏛 John Wiley and Sons 🌐 English ⚖ 180 KB

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

The acceptability of 360 degree appraisa

The acceptability of 360 degree appraisals: A customer-supplier relationship perspective

✍ David A. Waldman; David E. Bowen 📂 Article 📅 1998 🏛 John Wiley and Sons 🌐 English ⚖ 175 KB 👁 1 views

This article argues that "acceptability" is a key issue relevant to the success of 360 degree appraisal processes. They present conceptual arguments to show how a customer-supplier relationship (CSR) perspective provides a useful means of depicting possible 360 degree linkages, as well as discussing

What influences the relationship between

What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty

✍ Youjae Yi; Suna La 📂 Article 📅 2004 🏛 John Wiley and Sons 🌐 English ⚖ 184 KB