...Mirlene Rabelo Magalhães Dias; Jose Sarto Freire Castelo; Emerson Wagner Mainardes Purpose This study aims to analyze how empathy contributes to value co-creation, value in use, and customer retention. Design/methodology/approach The article adopts a quantitative, descriptive, and cross...

... at: shweta_kean@outlook.com 07 12 2023 29 02 2024 08 04 2024 13 05 2024 19 05 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Consumer risk Customer retention Customer lifetime value Customer lifetime value (CLV...

... a significant direct effect between digital banking services satisfaction and customer retention decision. The results also revealed that digital banking services quality dimensions such as ease of use, efficiency, privacy/security and reliability impact customers' satisfaction and retention intentions...

... positively affect CE. The results also delineate positive associations between CE, customer trust and customer retention. Research limitations/implications This paper unravels that by strategically focusing on the relational dynamics of CE, banks can build trust and retain their most valuable...

... (Hsu et al., 2016, 2015 ; Mouakket, 2015 ; Thong et al., 2006). Thus, we proposed the following hypothesis: Factor analysis Consumer attitudes Customer retention Emerging markets Penetration of mobile internet has significantly increased due to the liberalization...

...Mushtaq Ahmad Darzi; Suhail Ahmad Bhat Purpose The purpose of this paper is to report the findings of a study undertaken to understand customer satisfaction and customer retention in business-to-consumer markets. The study investigates the effect of personnel capability and customer satisfaction...

...-selling for retaining customers. In fact, customer retention is positively influenced by the number of products hold. Research limitations/implications This work is relevant for academics and practitioners alike, adding a quantitative basis to the understanding of managing customer relationships...

... has shifted the bank's focus to Indian consumer. The emerging competition has generated new expectations from the existing and the new customers. The competitive strategy of banks requires recognition of the importance of consumers. Banking industry Customer retention Switching behaviour...

... in the current difficult economic and regulatory climate. Eugene H. Fram can be contacted at: eugenefram@Yahoo.com © Emerald Group Publishing Limited 2011 Customer satisfaction Customer retention Economic conditions Banking industry Financial services Insurance As the effects...

... the role of switching cost when considering the distinct loyalty components. © Emerald Group Publishing Limited 2009 Banking Customer retention Cost analysis Competitive advantage Customer loyalty Brazil Specifically, switching cost has a significant effect on repurchase intention...

... that disloyalty appears to be the norm in this sector, presenting a reminder to managers and researchers that customer loyalty may be the exception, rather than the norm. Regan Lam can be contacted at: mkregan@cityu.edu.hk © Emerald Group Publishing Limited 2006 Banking Customer retention...

...Rizal Ahmad Purpose This paper has two purposes. First, it is to highlight the importance of customer retention and bonding in the context of twenty‐first century banking environment. Second, it is to propose a conceptual model of the customer‐bank bond. Design/methodology/approach The paper...

...Jillian Dawes Farquhar This paper reports the findings of a survey of staff perceptions on how customers are being retained in two traditional financial service retailers. In spite of a frequent acknowledgement that customer retention (CR) is a critical business objective, there is limited...