... subscriber and organisation, heavy product utilisation and/or strong barriers to switching drive customer satisfaction and retention. Practical implications Rapid expansion of subscription products should reduce “excess loyalty”, meaning that subscription models' main benefit will be limited...

... of employee as customer is indeed useful. Also demon‐strates how this approach yields actionable results that managers can implement to increase employee satisfaction and thereby retention. Although the critical attitudes and behaviours were those of the CNAs, we realized that our ability to stimulate...