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Customer comeback: Empirical insights into the drivers and value of returning customers · Study

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ArticleCustomer comeback: Empirical insights into the drivers and value of returning customers

Matthijs Meire2021

OA

Articlebronze2021

Customer comeback: Empirical insights into the drivers and value of returning customers

12 citations·0/0 files stored·Journal of Business Research

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Customer churn and segmentation Customer Service Quality and Loyalty Digital Marketing and Social Media

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References

2016Understanding Customer Experience Throughout the Customer Journey 2005The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention 1981The demand for deductibles in private health insurance 2013Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User- and Marketer-Generated Content 1993Sports fans: Measuring degree of identification with their team.2015Customer experience management: toward implementing an evolving marketing concept 2015From Social to Sale: The Effects of Firm-Generated Content in Social Media on Customer Behavior 2013Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House

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2017Marketing Models for the Customer-Centric Firmchapter · 9 shared references 2015Regaining drifting mobile communication customers: Predicting the odds of success of winback efforts with competing risks regressionarticle · 8 shared references 2015Who is (not) convinced to withdraw a contract termination announcement? – A discriminant analysis of mobile communications customers in Germanyarticle · 7 shared references 2024Subscriber retention management: SRM framework and future research agendaarticle · 7 shared references 2019Incorporating textual information in customer churn prediction models based on a convolutional neural networkarticle · 6 shared references 2015Customer win-back: the role of attributions and perceptions in customers’ willingness to returnarticle · 6 shared references

Details

Year2021

Typearticle

Published2021-02-01

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations12

Files0 public / 0

ShelfCustomer churn and segmentation

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doi10.1016/j.jbusres.2021.01.017

openalex_workW3128829014

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