...Otto Afiuc; Samuel K. Bonsu; Franklyn Manu; Casey Brett Knight; Swati Panda; Charles Blankson Purpose Using social exchange theory as a contextual backdrop, this study aims to better understand how corporate social responsibility (CSR) can contribute to customer retention (CR). A conceptual...

...Amy L. Parsons Customer service Customer retention Winning customers What does it mean to amaze your customers and why should amazing your customers be a goal? Amaze Your Customers! offers some answers to these questions and provides a wide variety of examples of companies...

... that positively impact business results (Kotler, 1994 ; Rust and Oliver, 1994). A number of studies support the validity of such a linkage. Research has found that customer satisfaction has a measurable impact on purchase intentions (Bolton and Drew, 1991), on customer retention (Mittal and Kamakura, 2001...

... Emerald Group Publishing Limited 2006 Customer relations Cinema Advertising Customer retention Advertising media Target audience In his weblog for March 22, 2006, entertainment writer Mark Evanier noted the upcoming showing of Penelope on Turner Classic Movies, coupled with his...

..., and by predicting a customer's next‐year profitability. The reader can use the information to make better business decisions across their organization. © Emerald Group Publishing Limited 2006 Customer retention Consumer behaviour Expenses Profit Customer loyalty Loyalty program operators love...

... by the company. © Emerald Group Publishing Limited 2006 Loyalty schemes Consumer behaviour Customer retention Customer loyalty Supermarkets Spain However, not all countries show the same level of development regarding to implementation of this tool. For example, in Germany, there are over...

...Rick Ferguson; Kelly Hlavinka Purpose This paper is aimed at describing how companies can find new opportunities for customer retention and lifetime value by applying the concepts of dialogue marketing, network‐building and relevant rewards. Design/methodology/approach The paper cites the work...

...Stephanie Coyles; Timothy C. Gokey Purpose Every company knows that it costs far less to hold on to a customer than to acquire a new one. That is why customer retention has become the Holy Grail in industries from airlines to wireless. Yet defecting customers are far less of a problem than...