As service centers become crucial corporate assets for increasing customer relationships and profits, it is imperative to understand customer reactions to service allocations. Using customer call history from a DSL service, the authors empirically investigate how customers’ onshore and offshore experience affects service duration and customer retention. They formulate service channel allocation...

Customer relationship management suggests that sellers identify their most valuable customers and provide special products/services to them, either immediately in an effort to build a sense of commitment to the firm (an acquisition strategy) or just as they are thinking of leaving (a retention strategy). While a monopolist profits most from an acquisition CRM strategy, assuming costs are held c...

The main purpose of this study is to evaluate the effect of staffs' customer orientation on customer satisfaction, commitment and retention. For this aim, the model of customer orientation of service staff, offered by Thurau was combined with customer orientation model of Donavan and Hoctt and a new model was devised for Mellat Banks of North West of Iran. The trend of this research is applied,...

Customers are always been important for the business. With the high rate of competition in every market, it is critical to retain the customer/ loyal customers. The purpose of the paper is to highlight how short term actions with bit compromise with the profit will turn into long term customer loyalty and hence long term benefit. In this paper we will be focusing on understanding the customer r...

Customer satisfaction has long been recognized as one of the critical success factor in today’s competitive business environment as it affects companies’ market share and customer retention (Ooi et al. 2011). O'Sullivan and Mc Callig (2012) also find that customer satisfaction positively and significantly moderates the earnings-firmvalue relationship as customer satisfaction is key operational ...

To succeed in the highly competitive e-commerce environment, it is vital to understand the impact of website quality in enhancing customer conversion and retention. Although numerous contingent website attributes have been identified in the extant website quality studies, there is no unified framework to classify these attributes and no comparison done between customer conversion and retention ...

for winning in global competition, companies need to recognition and monitoring of customer's behavior to forecast their behavior and desires earlier than competitors. this research tries to recognize the attributes which lead to customer churn. for this, behavior of 3150 subscribers of an iranian mobile operator, has observed during one year and trends of them has analyzed by a customized...