Please use this identifier to cite or link to this item: 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
Rights: Nanyang Technological University
Fulltext Permission: restricted
Fulltext Availability: With Fulltext
Appears in Collections:NBS Theses

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