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Customer comeback: Empirical insights into the drivers and value of returning customers
16 references·0 citing·49 second hop
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References

  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 2005The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention1,575 cited
  • 1981The demand for deductibles in private health insurance1,367 cited
  • 2013Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User- and Marketer-Generated Content1,350 cited
  • 1993Sports fans: Measuring degree of identification with their team.1,063 cited
  • 2015Customer experience management: toward implementing an evolving marketing concept1,039 cited
  • 2015From Social to Sale: The Effects of Firm-Generated Content in Social Media on Customer Behavior1,006 cited
  • 2013Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House812 cited
  • 2012Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User- and Marketer-Generated Content799 cited
  • 2002The mismanagement of customer loyalty.769 cited
  • 2010Can You Measure the ROI of Your Social Media Marketing606 cited
  • 2012The Effect of Customers' Social Media Participation on Customer Visit Frequency and Profitability: An Empirical Investigation548 cited
  • 2010Resistance to Brand Switching when a Radically New Brand is Introduced: A Social Identity Theory Perspective536 cited
  • 2018

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A new hybrid classification algorithm for customer churn prediction based on logistic regression and decision trees
529 cited
  • 2017Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens490 cited
  • 2006Bagging and Boosting Classification Trees to Predict Churn410 cited
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