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Which section is dependant on Ahmad, Roentgen. and you will Buttle, F. (2001). Buyers preservation: a possibly powerful marketing government approach. Record regarding Strategic Income, nine, 29–forty five.
Ahmad, R. and you can Buttle, F. (2002). Customers retention administration: a representation to your theory and exercise. Product sales Intelligence and you can Believe, 20(3), 149–161.
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An active make of the length of the brand new customer’s relationship with a continuous provider: the brand new character from pleasure
According to Reichheld, F. F. and you will Sasser, W. E. Jr (1990). Zero defections: quality concerns properties. Harvard Company Review, Sept–October, 105–111; Reichheld, F. F. (1996). The fresh commitment impact. Boston, MA: Harvard Providers University Press.
ten Murphy, J. A great. (1996) Retail banking. During the Buttle, F. (ed.) 74–ninety. 11 East, R. and Hammond, K. (2000). Fact and you may fallacy in the preservation profit. Working paper, Kingston Organization College, British. 12 Bain & Co./Mainline (1999). Individual expenses on the internet. Bain & Co. thirteen Eastern, Roentgen., Hammond, K. and Gendall, P. (2006), Truth and fallacy during the storage sales. Journal off Purchases Management, 22, 5–23. Reichheld (1996, op. cit.) suggests profit from customer advice increases while the tenure lengthens. 14
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15 Dawkins, P.M. and Reichheld, F.F. (1990). Buyers retention given that a competitive gun. Administrators & Board, Summer, 42–47. 16 Reichheld, F.F. (1996). The fresh new commitment effect: new hidden push about gains, winnings, and you can long-lasting worthy of. Boston, MA: Harvard Company College or university Push. 17 Bolton, R. Letter. (1998). ). Profile: Sir Charles Mayfield. Business Month, April nine. 19 Reichheld, F. F. (1993). Loyalty-centered government. Harvard Providers Feedback, Mar–Annual percentage rate, 63–73. 20 Mitchell, An excellent. (1998). Loyal sure, being zero. Administration Today, ). Demystifying customers brand engagement: examining the loyalty nexus. Record from Sale Administration, 27(7–8), July, 785–807. 22 Vivek, S. D., Beatty, S. E. and you will Morgan, Roentgen. Yards. (2012). Buyers wedding: exploring buyers matchmaking beyond pick. Journal out-of Sales concept and exercise, 20(2) (Spring), 127–145. 23 Hollebeek, Linda (2011), Demystifying customers brand engagement: examining the commitment nexus. Log away from Purchases Administration, 27(7–8), ). Person sigma: managing the worker-consumer find. Ny: Gallup Push. 25 Vivek, S. D., Beatty, S. E. and you may Morgan, Roentgen. M. (2012). Consumer involvement: examining customer matchmaking beyond buy. Record regarding Marketing theory and practice, 20(2) (Spring), 127–145. 26 See these sites reached 07/08/earn-your-wings-air-canadas-successful-gamification-venture-into-loyalty/ and 27
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