The predictive ability of different customer feedback metrics for retention
Year of publication: |
2015
|
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Authors: | Haan, Evert de ; Verhoef, Peter C. ; Wiesel, Thorsten |
Published in: |
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy. - Amsterdam : Elsevier, ISSN 0167-8116, ZDB-ID 622691-7. - Vol. 32.2015, 2, p. 195-206
|
Subject: | Customer feedback metrics | Customer satisfaction | Net Promoter Score | Customer Effort Score | Customer retention | Firm performance | Kundenzufriedenheit | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Performance-Messung | Performance measurement | Messung | Measurement | Marketingmanagement | Marketing management | Unternehmenserfolg | Kundenbindung |
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