Ensuring customer retention: insurers’ perception of customer loyalty
作者： Anthony Larsson , Ellen Broström
关键词: Loyalty business model 、 Perception 、 Process (engineering) 、 Business 、 Statement (logic) 、 Customer retention 、 Scopus 、 Country of origin 、 Marketing 、 Action (philosophy)
摘要: … This ostensibly challenges much of the extant theories on customer loyalty and customer retention presented in this study, as they commonly favour customer feedback as one of the …
sci-hub.st 参考文章(49)
Robert Madrigal, Daniel F. Mahony, Dennis A. Howard, Using the Psychological Commitment to Team (PCT) Scale to Segment Sport Consumers Based on Loyalty Sport marketing quarterly. ,vol. 9, pp. 15- 25 ,(2000)
Jesús Cambra-Fierro, Iguácel Melero-Polo, F. Javier Sese, Can complaint-handling efforts promote customer engagement? Service Business. ,vol. 10, pp. 847- 866 ,(2016) , 10.1007/S11628-015-0295-9
Thorsten Hennig‐Thurau, Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention International Journal of Service Industry Management. ,vol. 15, pp. 460- 478 ,(2004) , 10.1108/09564230410564939
Julia H. Littell, Jacqueline Corcoran, Vijayan K. Pillai, Systematic Reviews and Meta-Analysis ,(2008)
Lerzan Aksoy, How do you measure what you can't define? Journal of Service Management. ,vol. 24, pp. 356- 381 ,(2013) , 10.1108/JOSM-01-2013-0018
Martin Mende, Scott A. Thompson, Christian Coenen, It’s all relative: how customer-perceived competitive advantage influences referral intentions Marketing Letters. ,vol. 26, pp. 661- 678 ,(2015) , 10.1007/S11002-014-9318-X
Richard L. Oliver, Whence Consumer Loyalty Journal of Marketing. ,vol. 63, pp. 33- 44 ,(1999) , 10.2307/1252099
Ming-Tien Tsai, Chung-Lin Tsai, Han-Chao Chang, The effect of customer value, customer satisfaction, and switching costs on customer loyalty: An empirical study of hypermarkets in Taiwan Social Behavior and Personality. ,vol. 38, pp. 729- 740 ,(2010) , 10.2224/SBP.2010.38.6.729
Roland Kantsperger, Werner H. Kunz, Consumer trust in service companies: a multiple mediating analysis Managing Service Quality. ,vol. 20, pp. 4- 25 ,(2010) , 10.1108/09604521011011603
Yu-Cheng Lee, Jih-Kuang Chen, A new service development integrated model Service Industries Journal. ,vol. 29, pp. 1669- 1686 ,(2009) , 10.1080/02642060902793573