..., and show that while switching costs may result in customer retention, they can engender positive and negative WOM. This depends on whether the inertia stems from satisfaction or indifference. Design/methodology/approach A mall‐intercept survey investigated 518 customers' perceptions of their mobile...

... recognition of the merits and advantages of service profit chain initiatives of retention, related sales and referrals, little research has empirically addressed the perceptions of franchisees regarding these initiatives. Design/methodology/approach Methodology includes the empirical analysis...

..., attention has evolved from a focus on customer satisfaction to a realization that retaining customers and developing loyalty are essential for organizational success. This interpretive investigation focuses on customer retention and loyalty in an effort to understand better these variables in the context...

... Retention Relationship marketing Thailand Mutual fulfillment of promises The benefits flowing to the firm from maintaining long‐term loyal customers (e.g. Morgan et al., 1994; Reichheld, 1996) have been well articulated. Yet successful, genuine relationships involve a mutual...