...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...

... 2024 Emerald Publishing Limited Licensed re-use rights only Consumer risk Customer retention Customer lifetime value Customer lifetime value (CLV) models are frequently used by industry professionals to evaluate the discounted value of future profit streams generated by a customer...

... 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...

... Limited 2018 Emerald Publishing Limited Licensed re-use rights only Factor analysis Consumer attitudes Customer retention Emerging markets Penetration of mobile internet has significantly increased due to the liberalization of the internet in Asia, specifically in India and China...

...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...

... Banking industry Customer retention Switching behaviour Indian banking space is occupied with a large number of small banks. The increasing use of technology along with liberalization and deregulation has brought a revolution in the way of serving customers. Technology is unsettling the earlier...

... 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...

... that can be monetarily measured, but also the psychological effect of becoming a customer of a new provider, as well as the time and effort involved in the acquisition of a new product (Dick and Basu, 1994). Banking Customer retention Cost analysis Competitive advantage Customer loyalty Brazil...

... 2006 Banking Customer retention Customer loyalty Relationship marketing Small to medium‐sized enterprises Hong Kong Customer loyalty has been the subject of extensive marketing research in recent years. In both consumer and business markets, loyal customers are more likely...

...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...