The predictive ability of different customer feedback metrics for retention

Evert de Haan; Peter C. Verhoef; Thorsten Wiesel

Year of publication:	2015
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 \| Unternehmenserfolg \| Messung \| Measurement \| Dienstleistungsqualität \| Service quality \| Marketingmanagement \| Marketing management \| Kundenbindung

Extent:	graph. Darst.
Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://ebvufind01.dmz1.zbw.eu/10011337502