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https://hdl.handle.net/10356/47342
Title: | A way toward customer retention in the Singapore services industry. | Authors: | Chen, Pei-Yi. | Keywords: | DRNTU::Business::Marketing::Consumer behavior | Issue Date: | 2011 | Abstract: | Since the birth of relationship marketing, customer retention and customer relationship management have become two major research constructs. The favorable consequences of high customer retention rates have been supported by strong evidence (Formell and Wernerfelt, 1987; Oliver, 1999; Reichheld, 1996; Reichheld and Schefter, 2000). | Description: | 32 p. | URI: | http://hdl.handle.net/10356/47342 | Schools: | Nanyang Business School | Rights: | Nanyang Technological University | Fulltext Permission: | restricted | Fulltext Availability: | With Fulltext |
Appears in Collections: | NBS Theses |
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NBS_THESES_46.pdf Restricted Access | 2.62 MB | Adobe PDF | View/Open |
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