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Decision Models for Customer Relationship Management (CRM)

30 citations0/0 files storedInternational series in management science/operations research/International series in operations research & management science

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Customer Service Quality and Loyalty Customer churn and segmentation Corporate Governance and Management

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1994The Commitment-Trust Theory of Relationship Marketing 1987Developing Buyer-Seller Relationships 1992The Changing Role of Marketing in the Corporation 1998Market-Based Assets and Shareholder Value: A Framework for Analysis 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance 2001The Loyalty Effect 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration

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2021Understanding the Relationship Between Customer Satisfaction, Customer Engagement and Repeat Purchase Behaviour

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