The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers.
Ruth N. BoltonKatherine N. LemonMatthew D. BramlettPublished in: Manag. Sci. (2006)
Keyphrases
- customer service
- customer retention
- customer satisfaction
- service providers
- customer support
- online stores
- business opportunities
- telecommunications industry
- marketing campaigns
- service quality
- customer relationship management
- cost efficient
- service systems
- supply chain
- call center
- mobile services
- customer behavior
- direct marketing
- service times
- service delivery
- single server queue
- decision making
- single server
- web services
- business process
- electronic commerce
- service level
- marketing strategies
- banking industry
- enterprise systems
- customer data
- business partners
- business intelligence
- information systems
- customer loyalty
- software vendors
- decision makers
- mission critical
- data mining
- financial services
- end users
- electronic business
- service management
- case study
- online services
- service oriented
- cloud computing
- return on investment
- business models
- queue size
- supply chain management