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Measuring and Managing the Benefits of Customer Retention

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References

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1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations3,813 cited
1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
1992Managing Brand Equity: Capitalizing on the Value of a Brand Name2,449 cited
1969Latent Structure Analysis.2,385 cited
1994A Model of Perceived Risk and Intended Risk-Handling Activity2,037 cited
1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations1,895 cited
1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited

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1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited

1988The Role of Dependence Balancing in Safeguarding Transaction-Specific Assets in Conventional Channels1,503 cited

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2007A Defection Analysis of Lapsed Season Ticket Holders: A Consumer and Organizational Study64 cited
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2001Assessing the Use of Regression Analysis in Examining Service Recovery in the Insurance Industry: Relating Service Quality, Customer Satisfaction, and Customer Trust58 cited
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