References

• 1996The Behavioral Consequences of Service Quality11,994 cited
• 1990Zero defections: quality comes to services.5,373 cited
• 1994From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing2,349 cited
• 1996The loyalty effect: The hidden force behind growth, profits, and lasting value1,430 cited
• 1994From Marketing Mix to Relationship Marketing1,410 cited
• 2008Application of data mining techniques in customer relationship management: A literature review and classification1,267 cited
• 2004The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research741 cited
• 2008Handling class imbalance in customer churn prediction552 cited
• 2005Applying data mining to telecom churn management514 cited
• 1995Optimal Selection for Direct Mail447 cited
• 2006Churn prediction in subscription services: An application of support vector machines while comparing two parameter-selection techniques432 cited
• 2004Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting425 cited
• 1984A MARKETING APPROACH FOR CUSTOMER RETENTION414 cited
• 2008Customer churn prediction using improved balanced random forests412 cited