How do firms handle variability in customer experience? : a dynamic approach to better understanding customer retention

Jesús Cambra-Fierro, Lily (Xuehui) Gao, Iguácel Melero-Polo, Andreea Trifu

Year of publication:	2021
Authors:	Cambra-Fierro, Jesús ; Gao, Lily ; Melero-Polo, Iguácel ; Trifu, Andreea
Published in:	Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 61.2021, p. 1-11
Subject:	Customer experience \| Customer retention \| Market turbulence \| Beziehungsmarketing \| Relationship marketing \| Konsumentenverhalten \| Consumer behaviour \| Kundenbindung \| Kundenzufriedenheit \| Customer satisfaction

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