... Limited 2026 Emerald Publishing Limited Licensed re-use rights only Hospitality management Customer retention Service recovery Reference Silvestro , L.L. and Silvestro , R. (2026), “ A good telling-off! a study of customer reprimand strategies ”, International Journal...

...Arun Kumar Tripathy; Anshul Jain Purpose Purpose of this paper is highlight the importance of adopting FinTech innovations to improve Customer Retention Design/methodology/approach Authors viewpoint and give a macro perspective of FinTech-Customer Retention linkages. Findings Adoption...

... thus strengthening the commitment to the supplier.” Much of the advice about customer retention can be related to what we call the “customer experience.” Give them a good experience and theywill be loyal, give them a bad experience and they are likely to be someone else's customer next time you...

... Customer satisfaction Customer retention Imagine the scene: An idyllic market place, an inviting blue ocean free of competitors, the possibilities of profits and success and greater customer satisfaction. A place where you do not compete against your rivals on a level playing field, but make...

.... Originality/value Prompts organizations to ask themselves why they are introducing new products. Introduces the argument that striving to “be better” may be an alternative to a constant search for new products. Innovation New products Product design Marketing Customer retention...