How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics
Sign Up to like & getrecommendations! Published in 2021 at "Journal of Retailing and Consumer Services"
DOI: 10.1016/j.jretconser.2021.102487
Abstract: Abstract Although a positive customer experience is known to be an important source of competitive advantage, it is unclear how customer experience can be effectively managed in an omnichannel setting. Drawing on goal theory, this… read more here.
Keywords: customer; customer retention; customer experience; channel characteristics ... See more keywords
Customer retention in freemium applications
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DOI: 10.1057/s41270-018-0042-x
Abstract: Over the last decade, many software companies have moved away from selling traditional packaged goods and toward providing “freemium” services. Under this business model, companies give away their basic product and generate revenue by repeatedly… read more here.
Keywords: freemium applications; retention freemium; customer; retention ... See more keywords
The Effect of Bonding, Responsiveness and Communication on Customer Retention: The Mediating Role of Customer Satisfaction
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DOI: 10.1080/15332667.2023.2191111
Abstract: Abstract In the past, research has been conducted on what causes clients to remain with a bank in the global banking business. Relationship marketing is predicated on customer retention; hence, these findings encourage authors of… read more here.
Keywords: customer retention; customer; communication; customer satisfaction ... See more keywords
Corporate social responsibility and customer retention: evidence from the telecommunication industry in Ghana
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DOI: 10.1108/jcm-10-2019-3459
Abstract: Purpose Using social exchange theory as a contextual backdrop, this study aims to better understand how corporate social responsibility (CSR) can contribute to customer retention (CR). A conceptual framework is developed to illustrate the proposed… read more here.
Keywords: social responsibility; industry ghana; customer; corporate social ... See more keywords
Does loyalty and satisfaction support customer retention in life insurance sector - An empirical study
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DOI: 10.1504/ijbex.2019.10023067
Abstract: Life insurance is a contract between a policyholder and an insurance firm. This study aims to assess the attributes for customer retention and to determine the factors affecting customer satisfaction and loyalty. Four items for… read more here.
Keywords: customer; customer retention; life insurance; insurance ... See more keywords