... identity or not, previous studies find negative consumer reactions to chatbot disclosure. By considering the role of trust and service-related context factors, this study explores how negative effects of chatbot disclosure for customer retention can be prevented. Design/methodology/approach This paper...

...Kurt Matzler; Andreas Strobl; Norbert Thurner; Johann Füller Purpose – Stabilizing business in highly competitive and volatile business-to-business (B2B) markets is a strategic imperative for many companies. In such a context, customer retention through the creation of switching barriers (i.e...

... that motivate people's continuance intention of SNSs, we turn to the uses and gratifications literature for deeper insights. Jinhu Jiang can be contacted at: jiangjinhu@mail.xjtu.edu.cn © Emerald Group Publishing Limited 2013 Social networking sites China Customer loyalty Customer retention...

... distinction between the use of IPA for customer acquisition vs customer retention purposes. These two cases refer to distinct moments in the customer relationship life cycle and thus require separate analyses. The authors then propose a specific method for customer retention IPA. On this basis, they generate...

...Mohammad Al‐Hawari; Tony Ward; Leonce Newby Purpose The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts. Design/methodology/approach The relative importance...

... Customer orientation Customer retention Customer satisfaction As a result of the intangible and interactive nature of services, customers often rely on the behavior of service employees when judging the quality of a service. Consequently, the employees' level of customer orientation is considered...

... on post‐recovery attitudes and behaviors. Brand loyalty is a pre‐requisite to customer retention (e.g. Ahluwalia et al., 1999 ; Rust et al., 2000 ; Butcher et al., 2001). Of the three key words in Hirchman's famous exit, voice and loyalty framework, loyalty...

...Hsiu Ju Rebecca Yen; Kevin P. Gwinner The application of technology‐based self‐service in service delivery has grown rapidly in recent years, but our current understanding of customer retention and satisfaction in such contexts remains limited. This paper proposes a conceptual framework...

...Chatura Ranaweera; Jaideep Prabhu Adopts a holistic approach that examines the combined effects of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. Argues that such an approach helps uncover hitherto neglected effects on retention...