Lariviere, Bart; L. Keiningham, Timothy; Cooil, Bruce; … - In: Journal of Service Management 25 (2014) 1, pp. 75-100
/methodology/approach – Repeated measures for 269 customers of a large financial services provider are employed. Two types of segmentation methods are …-component model of customer commitment (affective, calculative, and normative) and considers alternative segmentation methods. …
