Amazon.com: Learning from Customer Defections: Frederick F.
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By analyzing the causes of defection, managers can learn how to stem the decline and build a successful enterprise. The longer customers stay with a company, the more they are worth. The key to customer loyalty is value creation. ... Learning from Customer Defections [DOWNLOAD: PDF] (Digital)
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The view of defection forwarded in this article suggests that managers may be able to gain additional control over customer defection through actions aimed at influencing how much customers know (or come to know) about alternative vendors. ... Full Text (PDF)
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jam.sagepub.com/cgi/content/abstract/31/2/164
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Service Failure and Customer Defection in Online Shops in Iran; Customer-based view; Leila Boroumand; Luleå University of Technology; Master Thesis, Continuation Courses; Marketing and e-commerce; Department of Business Administration and Social Sciences;
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epubl.luth.se/1653-0187/2006/52/LTU-PB-EX-0652-SE.pdf
epubl.luth.se/1653-0187/2006/52/LTU-PB-EX-0652-SE.pdf
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Providing high quality services in order to retain customers is one of the biggest concerns of online businesses today. Yet, service failure is an integral part of services, which largely concludes into customer defection. ... Hämta PDF...
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epubl.luth.se/1653-0187/2006/52
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Master Thesis, Continuation Courses Marketing and e-commerce / 2006:52; ( PDF 821 kb ) ... Providing high quality services in order to retain customers is one of the biggest concerns of online businesses today. Yet, service failure is an integral part of services, which largely concludes into customer defection.
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epubl.ltu.se/1653-0187/2006/52/index-en.html
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The system captures the small sparks of customer defection the minute they ignite. It allows dealership personnel to rectify any issues immediately rather than wait weeks for customer feedback from OEM surveys; at which point it's too late. ... Download PDF Version...
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www.prweb.com/releases/AutoSurvey/CustomerLoyaltyTool/p...
www.prweb.com/releases/AutoSurvey/CustomerLoyaltyTool/prweb423272.htm
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Diagnosing and Predicting Individual Customer Defection in a Contractual Setting; Andr´e Bonfrer; George Knox; Jehoshua Eliashberg; Jeongwen Chiang ; March 2007; Andr´e Bonfrer is Assistant Professor of Marketing at the Singapore Management University, Lee Kong Chian;
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www.ckgsb.edu.cn/Article/Detail.aspx?ColumnId=121&Artic...
www.ckgsb.edu.cn/Article/Detail.aspx?ColumnId=121&ArticleId=3054
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The findings of the present study suggest that some online shops have severely breached a few fundamental business principles, resulting in lost customers. Specifically, this study finds that failure to institute adequate complaint management and service recovery systems contributed to customer defection.
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www.emeraldinsight.com/10.1108/09604520210415362
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Blodgett, J.G, Wakefield, K.L, Barnes, J.H (1995), "The effects of customer service on customer complaining behavior", Journal of Service ... Colgate, M, Stewart. K, Kinsella, R (1996), "Customer defection: a study of the student market in Ireland", International Journal of Bank Marketing, Vol. 14 No.3, pp.23-9.
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www.emeraldinsight.com/Insight/ViewContentServlet?Filen...
www.emeraldinsight.com/Insight/ViewContentServlet?Filename=/published/emeraldfulltextarticle/pdf/0510150501_ref.html
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