JOURNAL OF INTERACTIVE MARKETING VOLUME 22 / NUMBER 3 / SUMMER 2008 Published online in Wiley InterScience (www.interscience.wiley.com). DOI: 10.1002/dir.20114 n light of mature markets and increasing competitive pressure, retaining the existing customer base becomes crucial for the future success of a firm. As a consequence, firms are increasingly interested in understanding the factors influe...

This paper aims to investigate the influence of the interaction between customer satisfaction and switching barriers on customer retention in mobile telecommunication services. The detailed factors regarding switching barriers are classified based on the related literatures. Furthermore, the hierarchical regression analysis is used to analyze the extent to which the factors affect customer rete...

In this study, considering different views about CRM and by gaining insight from the resourcebased view (RBV) of the firm and the processoriented approach, we propose a process-oriented framework to investigate the relationship among CRM resources, CRM processes, customer retention programs of CRM, and finally customer retention as the firm performance. The study finds the mediating effect of C...

T widespread implementation of customer relationship management technologies in business has allowed companies to increasingly focus on both acquiring and retaining customers. The challenge of designing incentive mechanisms that simultaneously focus on customer acquisition and customer retention comes from the fact that customer acquisition and customer retention are usually separate but intert...

This study, considering various viewpoints and concepts about customer relationship management (CRM), aims to propose a comprehensive set of customer retention programs of CRM (including customer service, loyalty programs, customization, and online community) and describe the correlation between each of these programs and customer retention. In doing so, the empirical data collected by the mean...

The purpose of this conceptual paper is to study the impact of relationship marketing strategy on customer retention. The result of variety of researches show relationship marketing has many effects on different aspects of customer behavior. Retailers and service providers in different businesses are trying to increase their sales by using different marketing strategies. All the strategies has ...