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Retaining telephone banking customers at Frontier Bank
16 references·1 citing·38 second hop
Retaining telephone banking customers at Frontier Bank (2002)Retaining telephone banking customers at …Customer retention: a potentially potent marketing management strategy (2001)Customer retention: a potenti…Segmentation based on customer profitability — retrospective analysis of retail bank customer bases (1997)Segmentation based on custome…The loyalty effect: The hidden force behind growth, profits, and lasting value (1996)The loyalty effect: The hidde…The Art of Case Study Research (1996)The Art of Case Study ResearchInteraction, relationships and networks in business markets: an evolving perspective (1996)Interaction, relationships an…Becoming a customer “owning” corporation (1996)Becoming a customer “owning” …Loyalty-based management. (1993)Loyalty-based management.Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…Designing a Customer Retention Plan (1992)Designing a Customer Retentio…Better Stories, Not Better Constructs, to Generate Better Theory: A Rejoinder to Eisenhardt (1991)Better Stories, Not Better Co…Better Stories, Not Better Constructs, To Generate Better Theory: A Rejoinder to Eisenhardt (1991)Better Stories, Not Better Co…Zero defections: quality comes to services. (1990)Zero defections: quality come…The hidden advantages of customer retention (1990)The hidden advantages of cust…Developing and protecting profitable customer relationships (1989)Developing and protecting pro…Case Study Research: Design and Methods (1984)Case Study Research: Design a…A MARKETING APPROACH FOR CUSTOMER RETENTION (1984)A MARKETING APPROACH FOR CUST…A conceptualisation of a customer‐bank bond in the context of the twenty‐first century UK retail banking industry (2005)A conceptualisation of a cust…The Internationalization Process of the Firm—A Model of Knowledge Development and Increasing Foreign Market Commitments (1977)Transaction-Cost Economics: The Governance of Contractual Relations (1979)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Cooperation and competition in relationships between competitors in business networks (1999)On cooperating: firms, relations and networks (2002)Network management in the era of ecosystems: Systematic review and management framework (2017)The Fact of Fiction in Organizational Ethnography (1979)Concepts of Culture and Organizational Analysis (1983)POLITICS OF STRATEGIC DECISION MAKING IN HIGH-VELOCITY ENVIRONMENTS: TOWARD A MIDRANGE THEORY. (1988)From Intended Strategies to Unintended Outcomes: The Impact of Change Recipient Sensemaking (2005)Case Study As a Research Method (2007)Templates and Turns in Qualitative Studies of Strategy and Management (2011)The Structure of Scientific Revolutions (1963)Sociological Paradigms and Organizational Analysis. (1983)Organizational culture and leadership (1993)Case study research: a multi‐faceted research approach for IS (1996)Analyzing Qualitative Data (2002)EDITOR'S COMMENTS: CONSTRUCT CLARITY IN THEORIES OF MANAGEMENT AND ORGANIZATION. (2010)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)Qualitative research: Methods in the social sciences (2006)Document Analysis as a Qualitative Research Method (2009)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Qualitative Case Study Methodology: Study Design and Implementation for Novice Researchers (2015)Metodologi Penelitian Kualitatif (2022)Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level (1990)Tourism Destination Loyalty (2000)A model of destination branding: Integrating the concepts of the branding and destination image (2010)The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions (1998)A Multiple-Layer Model of Market-Oriented Organizational Culture: Measurement Issues and Performance Outcomes (2000)CB-SEM vs PLS-SEM methods for research in social sciences and technology forecasting (2021)Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers (2000)Delight by Design: The Role of Hedonic Versus Utilitarian Benefits (2008)Development of a Scale to Measure Memorable Tourism Experiences (2010)
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References

  • 1984Case Study Research: Design and Methods81,948 cited
  • 1996The Art of Case Study Research15,826 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1996The loyalty effect: The hidden force behind growth, profits, and lasting value1,430 cited
  • 1991Better Stories, Not Better Constructs, to Generate Better Theory: A Rejoinder to Eisenhardt1,394 cited
  • 1993Loyalty-based management.1,317 cited
  • 1991Better Stories, Not Better Constructs, To Generate Better Theory: A Rejoinder to Eisenhardt1,135 cited
  • 1996Interaction, relationships and networks in business markets: an evolving perspective579 cited
  • 1984A MARKETING APPROACH FOR CUSTOMER RETENTION414 cited
  • 1989Developing and protecting profitable customer relationships240 cited
  • 1990The hidden advantages of customer retention188 cited
  • 1997Segmentation based on customer profitability — retrospective analysis of retail bank customer bases157 cited
  • 2001Customer retention: a potentially potent marketing management strategy126 cited
  • 1992Designing a Customer Retention Plan107 cited

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  • 1996Becoming a customer “owning” corporation52 cited
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    • 2005A conceptualisation of a customer‐bank bond in the context of the twenty‐first century UK retail banking industry27 cited