In an era of strong customer relationship management (CRM) emphasis, firms strive to build valuable relationships with their existing customer base. In this study we attempt to better understand three important measures of customer outcome: next buy, partial defection and customers’...

Firms increasingly view each contact with their customers as an opportunity that needs to be managed. The primary purpose of this article is to gain a better understanding of the customers’ post-complaint period. Specific focus is placed on the impact of effective complaint handling on actual...

This study addresses an important issue for both managers and researchers: whether it is advantageous for financial services providers to invest in youth marketing. More specifically, the effectiveness of these investments is evaluated in terms of retention proneness once youngsters enter the...

The enhancement of existing relationships is of pivotal importance to companies, since attracting new customers is known to be more expensive. Therefore, as part of their customer relationship management (CRM) strategy, many researchers have been analyzing “why” customers decide to switch....

This study proposes and empirically tests a comprehensive service-profit chain (SPC) framework that links survey-based customer satisfaction (CS), service quality (SQ), and share of wallet (SOW) measures to longitudinal data on two outcome variables – customer retention, and customer...

Purpose – Services recoveries following service failures not only imply customer recovery opportunities in which customer-company relationships can be restored, they can also result in process improvements (i.e. process recoveries in literature). This paper seeks to identify the additional...

Purpose – Although the influence of using multiple channels on customer behavior has been investigated, most of this research has focused on channel behavior within a single company. Customers however frequently have access to multiple providers amongst which they can choose to allocate their...

The overwhelming majority of research in marketing has treated commitment as a one or two dimensional construct and largely disregarded temporal effects when investigating the relationship between satisfaction, commitment and customer loyalty. This under-specification of the commitment construct...

Several supervised learning algorithms are suited to classify instances into a multiclass value space. MultiNomial Logit (MNL) is recognized as a robust classifier and is commonly applied within the CRM (Customer Relationship Management) domain. Unfortunately, to date, it is unable to handle...

Since it is generally recognized that models evaluated on the data that was used for constructing them are overly optimistic, in predictive modeling practice, the assessment of a model’s predictive performance frequently relies on a one-shot train-and-test split between observations used for...