Dynamic Customer Relationship Management : Incorporating Future Considerations Into The Service Retention Decision  

Oleh:

Winer, Russell S. ; White, Tiffany Barnett ; Lemon, Katherine N.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Marketing (EBSCO) vol. 66 no. 1 (2002), page 1-14.
Topik: customer; customer relationship; management; decision

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ94.3 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

Lihat Detail Induk

Isi artikel

The authors examine the influence of customer future - focused considerations, over and above the effects of satisfaction, on the customer's decision to discontinue a service relationship. The authors find that expected future use and anticipated regret influence this decision. Understanding and managing these future - focused considerations is critical to successful dynamic customer relationship management.

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