Impact of customer tenure on customer strategy Available to Purchase

Laura Moreno-Maynero Degree in Advertising, Public Relations and Marketing from ESIC Business and Marketing School, Master’s Degree in Secondary Education and Vocational Training with a specialization in Business, Commerce and Tourism from Florida Universitaria plus a Master’s Degree in Business Administration and Management from ESIC Business and Marketing School. Ph.D. student in Marketing at Jaume I University. Her professional career is linked to teaching and she currently works as a teacher and researcher at ESIC Business and Marketing School. She has participated in the organization of teaching innovation projects and has been a member of the IMAT organizing committee.

Javier Gallardo-Garcia PhD in Economics and Business with a specialization in CX at the Universitat Jaume I. During his years of experience, his work has consisted of promoting the awareness of the members of the organization regarding the importance of the customer, in order to achieve profitable and sustainable projects and businesses. This way of understanding business relationships has allowed him to learn, train and develop different areas of knowledge such as: quality, customer experience, operations and marketing. For more than 25 years he has improved customer satisfaction and contributed to achieving strategy in various organizations, has been a member of management committees, led professional teams and trained thousands of leaders in quality, marketing and customer experience as well as combining his profession with teaching.

Esther Pagan-Castaño is Bachelor’s Degree in Psychology from the University of Valencia. Master’s Degree in Secondary Education from the University Jaume I of Castellón. She is part of the teaching staff and the research department of ESIC Valencia. Her professional career has been developed in the Fundación Educativa Activa-t in the creation of educational programs to promote deliberative pedagogy in the classroom through tools such as school debate. She is PhD in Marketing, Jaume I University. In the field of research, she has focused on Internal Marketing and Talent Management, Wellbeing and Organizational Performance. Her work has been published in high impact journals such as Journal Business Research.

María Guijarro-Garcia PhD in Integration of NNTT in the business organization and Degree in Computer Science (management systems branch), from the Polytechnic University of Valencia. She holds a Master MBA from ESIC Business and Marketing School. She is a member of ESIC’s undergraduate and postgraduate teaching staff. Director of the Research Department at ESIC Business and Marketing School Campus Valencia, developing projects related to competence development and employability. Director of the International Congress on Applied Innovation (IMAT). In the field of research, she has focused on customer relationship management, marketing and Talent Management (GT). As a PI, he has developed a line of research focused on the study of the relationship between Human Resource Management (and GT as an evolved HR practice), Wellbeing and Organizational Performance. His work has been published in high impact journals such as Journal Business Research, International Journal of Entrepreneurial Behavior and Research or Technological Forecasting and Social Change and participating in national and international conferences such as ACIEK or EMAC.