The effects of relationship length on customer profitability after a service recovery
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DOI: 10.1007/s11002-019-09505-8
Abstract: Relationship length and its implications for service recovery have rarely been quantified in terms of cross-buying and customer profitability. Based on a sample of 935 customers in the retail banking sector, the current research provides… read more here.
Keywords: customer profitability; recovery; relationship length; service recovery ... See more keywords