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Customer Relationship Management and Customer Retention: Empirical Assessment from Nigeria’s Insurance Industry
16 references·1 citing·41 second hop
Customer Relationship Management and Customer Retention: Empirical Assessment from Nigeria’s Insurance Industry (2013)Customer Relationship Management and Cust…Customer relationship management: Finding value drivers (2006)Customer relationship managem…A Strategic Framework for Customer Relationship Management (2005)A Strategic Framework for Cus…Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development (2003)Understanding the Effect of C…The mismanagement of customer loyalty. (2002)The mismanagement of customer…The Role of Price Perceptions in an Integrated Model of Behavioral Intentions (2001)The Role of Price Perceptions…The Future of Competition (2001)The Future of CompetitionService recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service recovery's influence …Value-based marketing (2000)Value-based marketingManaging Market Relationships (2000)Managing Market RelationshipsPrinciples of service marketing and management (1999)Principles of service marketi…Business marketing: understand what customers value. (1999)Business marketing: understan…Principles and Practice of Marketing (1996)Principles and Practice of Ma…Improving Survey Questions: Design and Evaluation (1995)Improving Survey Questions: D…Survey Research Methods. (1985)Survey Research Methods.Business research methods (1976)Business research methodsPrinciples of Marketing (1972)Principles of MarketingCustomer Relationship Marketing and its Influence on Customer Retention: A Case of Commercial Banking Industry in Tanzania (2015)Customer Relationship Marketi…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling (2003)Tourist satisfaction a cognitive-affective model (2008)e‐WOM Scale: word‐of‐mouth measurement scale for e‐services context (2010)A resource‐based view of the firm (1984)Relationship Marketing of Services--Growing Interest, Emerging Perspectives (1995)The Theory of the Growth of the Firm (1995)Building and sustaining profitable customer loyalty for the 21st century (2004)Managing in complex business networks (2004)Interaction Orientation and Firm Performance (2008)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)The reliability of a two-item scale: Pearson, Cronbach, or Spearman-Brown? (2012)Toward a theory of customer engagement marketing (2016)Zero defections: quality comes to services. (1990)The balanced scorecard: Translating strategy into action (1997)Evolving to a New Dominant Logic for Marketing (2003)A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go (2005)Resource-based theory in marketing (2013)Customer experience management: toward implementing an evolving marketing concept (2015)Managing Service Organizations: Does Having a “Thing” Make a Difference? (2002)Information Sources for Travel Decisions: Toward a Source Process Model (2004)Web reviews influence on expectations and purchasing intentions of hotel potential customers (2013)Design and use of questionnaires: a review of best practice applicable to surveys of health service staff and patients (2001)The PedsQL™ in pediatric rheumatology: Reliability, validity, and responsiveness of the Pediatric Quality of Life Inventory™ generic core scales and rheumatology module (2002)Optimal recall periods for patient-reported outcomes: challenges and potential solutions (2009)Comfort your online customer: quality, trust and loyalty on the internet (2004)Customer engagement: the construct, antecedents, and consequences (2016)The Argumentative Turn in Policy Analysis and Planning (1993)Web Surveys (2000)Survey response rate levels and trends in organizational research (2008)Classifying Services to Gain Strategic Marketing Insights (1983)Understanding Service Convenience (2002)Effects of innovation types on firm performance (2011)Management Research Methods (2007)Principles and methods of validity and reliability testing of questionnaires used in social and health science researches (2015)Research Methods in Business Studies (2020)
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364 cited

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  • 2015Customer Relationship Marketing and its Influence on Customer Retention: A Case of Commercial Banking Industry in Tanzania19 cited