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Weinstein, A great. (2002). Customers preservation: a good use segmentation and you will customers value approach. Log of Targeting, Dimension and you may Analysis getting Purchases, 10(3), 259–268; Payne, An effective. F. T. and you will Frow, P. (1999). Record out-of Selling Administration, 15(8), 797–818.

So it area is dependant on Ahmad, R. and you may Buttle, F. (2001). Consumer storage: a potentially effective sale administration strategy. Record out-of Strategic Purchases, nine, 29–forty five.

Ahmad, Roentgen. and you will Buttle, F. (2002). Customers maintenance management: an expression to your theory and practice. Revenue Intelligence and Believe, 20(3), 149–161.

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Ryals, L. (2008). Choosing brand new secondary property value a customer. Log from Profit Management, twenty-four, 847–864; Ryals, L. and Knox, S. (2002). Was your customers really worth over currency? Record off Retailing and Individual Characteristics, 9, 241–251.

An energetic brand of the duration of the fresh owner’s connection with an ongoing company: the newest role away from fulfillment

Based on Reichheld, F. F. and Sasser, W. Elizabeth. Jr (1990). No defections: high quality pertains to properties. Harvard Providers Feedback, Sept–Oct, 105–111; Reichheld, F. F. (1996). The new support effect. Boston, MA: Harvard Team University Press.

ten Murphy, J. A good. (1996) Retail banking. Inside Buttle, F. (ed.) 74–ninety. eleven Eastern, R. and you will Hammond, K. (2000). Reality and fallacy inside preservation income. Operating papers, Kingston Business College, United kingdom. 12 Bain & Co./­Mainline (1999). User purchasing on line. Bain & Co. thirteen Eastern, R., Hammond, K. and you may Gendall, P. (2006), Facts and you can fallacy into the storage sale. Diary from Selling Administration, twenty two, 5–23. Reichheld (1996, op. cit.) reveals cash in on customers ideas grows because the tenure lengthens. 14

Homburg, C., Koschate, N. and you may Hoyer, W. (2005). Do satisfied users really spend even more? An examination of the relationship anywhere between client satisfaction and you will readiness to help you spend. Record away from Revenue, 69(2), 84–95.

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