... inputs, productivity, service quality, service experience, behavioural intentions, customer retention and organisational performance. Findings Non-linear and asymmetric effects are identified, suggesting that customers’ evaluations of service performance are more sensitive to negative performance...

..., especially from a customer’s point of view, firms proactively communicate with customers, giving notice of membership information to directly attract customers’ attention to reward schemes and thereby encourage their purchasing activities. Customer retention Message framing Persuasion Loyalty...

...Gordon Fullerton Purpose – Limited attention has been given to the effects of normative commitment (NC) in a marketing relationship. This paper investigates the effects of service quality and normative commitment on customer retention in a consumer-retailer relationship. Design/methodology...

... guidelines suggest when to use each cost-sensitive method, depending on churn levels and the cost level discrepancy between misclassifying churners versus non-churners. Practical implications – This research emphasizes the importance of cost-sensitive learning to improve customer retention management...

.... The paper also provides a method of defection analysis that can be deployed by numerate managers and market researchers, and used as a basis for further academic work. © Emerald Group Publishing Limited 2010 Brand loyalty Customer retention Marketing strategy The level of defection from...

...Pinelopi Athanasopoulou Purpose In today's highly competitive environment losing customers is very costly. Customer retention and loyalty have become possible through the development of long‐term, mutually beneficial relationships with customers. This paper seeks to critically review...

... Special Interest Conference on Service Marketing, Nashville, TN, September . Appiah‐Adu , K. , Fyall , A. and Singh , S. (2000), “ Marketing culture and customer retention in the tourism industry ”, The Service Industries Journal , Vol. 20 No. 2 , pp. 95 ‐ 113 . Backman...

...Lawrence Ang; Francis Buttle Purpose Customer retention has been a significant topic since the mid‐1990s, but little research has been conducted into management processes that are associated with excellent customer retention performance. This research investigates the associations between customer...

... behavior, as opposed to behavioral intentions, will also enhance the validity of the study. Practical implications This paper concludes that excellence pre‐sales service is not necessarily an advantage that allows e‐tailers to develop customer retention. In fact, e‐tailers might command higher customer...

...Karin A. Venetis; Pervez N. Ghauri The study extends the existing knowledge by taking a relationship perspective to study the effect of service quality on customer retention. We integrate business‐to‐business marketing literature with service quality literature to develop a model to capture...

...Paul G. Patterson Numerous studies have shown customer satisfaction to be the crucial antecedent of perhaps the most important constructs in marketing – loyalty and customer retention. However the satisfaction→customer retention linkage is not as simple as it might first seem. This study examines...