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Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel.
Dennis Campbell
Frances X. Frei
Published in:
Manag. Sci. (2010)
Keyphrases
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customer behavior
customer base
customer service
online banking
customer data
behavior patterns
customer segmentation
historical data
transactional data
electronic commerce
log files
data analysis
knowledge discovery
attitudes toward
credit card