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Satisfaction, loyalty and word-of-mouth within a firm's customer base : differences between stayers, switchers and referral switchers

Wangenheim, Florian von - 2001

Persistent link: https://www.econbiz.de/10013441020

The value of self-service : long-term effects of technology-based self-service usage on customer retention

Scherer, Anne; Wünderlich, Nancy V.; Wangenheim, … - In: Management information systems : mis quarterly 39 (2015) 1, pp. 177-200

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Der Einfluß von persönlicher Kommunikation auf Kundenzufriedenheit, Kundenbindung und Involvement : Design und Ergebnisse einer empirischen Studie im privaten Strommarkt

Wangenheim, Florian von; Bayón, Tomás; Weber, Lars - 2001

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Satisfaction, loyality and word of mouth within a firm's customer base : differences between stayers, switchers and referral switchers

Wangenheim, Florian von; Bayón, Tomás - 2001

Persistent link: https://www.econbiz.de/10004663257

Direct and moderated effects of customer satisfaction on two dimensions of loyality in a business to business context

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Lifetime Value Prediction at Early Customer Relationship Stages

Wangenheim, Florian v. - Technische Universität <München> / Lehrstuhl für … - 2006

Predicting a customer´s future behavior could provide many opportunities fora firm to manage its customer relationships. It could decide whether to concentrate on those customers who have a long predicted lifetime value or on those who are already high-value customers.[...]

Persistent link: https://www.econbiz.de/10005869914