References

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• 2004Design science in information systems research8,253 cited
• 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
• 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,256 cited
• 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
• 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
• 2005The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention1,575 cited
• 2008Application of data mining techniques in customer relationship management: A literature review and classification1,267 cited
• 2001A Framework for Customer Relationship Management868 cited
• 1996LEARNING FROM CUSTOMER DEFECTIONS793 cited
• 2000Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior629 cited
• 2002Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision611 cited
• 2006Defection Detection: Measuring and Understanding the Predictive Accuracy of Customer Churn Models574 cited
• 2008Handling class imbalance in customer churn prediction