Weinstein, A. (2002). Buyers retention: an effective need segmentation and you can customer value means. Journal of Centering on, Dimensions and Data for Selling, 10(3), 259–268; Payne, A beneficial. F. T. and you may Frow, P. (1999). Record away from Marketing Administration, 15(8), 797–818.
Matchmaking an Publishing, pp
Which area is founded on Ahmad, R. and you will Buttle, F. (2001). Buyers maintenance: a probably strong business administration strategy. Diary from Strategic Profit, 9, 29–forty five.
Ahmad, Roentgen. and Buttle, F. (2002). Consumer retention government: a reflection on the idea and practice. Income Intelligence and Think, 20(3), 149–161.
Reichheld, F. F. (1996). The fresh new support impact: the fresh undetectable push at the rear of increases, earnings, and you can long-lasting well worth. Boston, MA: Harvard Team College Drive.
Wisdom customers relationships 28 Dixon, M
Ryals, L. (2008). Choosing the secondary value of a customers. Log from Purchases Administration, 24, 847–864; Ryals, L. and you can Knox, S. (2002). Try your prospects well worth more money? Log regarding Retailing and Consumer Functions, 9, 241–251.
Predicated on Reichheld, F. F. and you will Sasser, W. Elizabeth. Jr (1990). No defections: quality concerns services. Harvard Team Feedback, Sept–Oct, 105–111; Reichheld, F. F. (1996). The newest support impact. Boston, MA: Harvard Company College or university Drive.
ten Murphy, J. An effective. (1996) Shopping financial. In the Buttle, F. (ed.) 74–90. eleven East, Roentgen. and you will Hammond, K. (2000). Truth and fallacy into the maintenance business. Working report, Kingston Organization University, British.
