Strategic Investment in Switching Cost: An Integrated Customer Acquisition and Retention Perspective.
Ling XueGautam RayAndrew B. WhinstonPublished in: Int. J. Electron. Commer. (2006)
Keyphrases
- return on investment
- customer retention
- decision making
- competitive environment
- customer satisfaction
- viewpoint
- cost benefit
- high cost
- real option
- minimum cost
- cognitive load
- electronic commerce
- long term
- cost sensitive
- expected cost
- customer service
- decision makers
- potential customers
- banking industry
- average cost
- customer behavior
- hidden markov models