We study consumer inertia in the mobile subscription market, focusing on the decision of whether to switch to a competing provider. To identify the extent of inertia, we exploit price changes faced by 270,000 consumers of a large telecom provider. We document that the propensity to switch...

In today's turbulent business environment, customer retention presents a significant challenge for many service companies. Academics have generated a large body of research that addresses part of that challenge – with a particular focus on predicting customer churn. However, several other...

The Customer Relationship- Marketing supposes the adaptation of the marketing mix from the customers’ and the market’s perspective. Thus, the 4 P (product, price, place, promotion) must become 4 D (desired by consumers, distinctive from the competition, deliverable by the company, durable...

Showrooming is a growing phenomenon in which customers browse products in a retail store and make purchases of similar products through an online vendor. The authors of this book offer retail managers strategic insight in how to stem the loss of resources to showrooming and transform showrooming...

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...

"This book provides an in-depth analysis of attrition modeling relevant to business planning and management, offering insightful and detailed explanation of best practices, tools, and theory surrounding churn prediction and the integration of analytic tools"--

Die optimale Gestaltung der Kundenbeziehung -- Kundenrückgewinnung als Bestandteil des Customer-Relationship-Managements -- Phasen des Kundenrückgewinnungsmanagements – idealtypische Sichtweise -- Unternehmens- und personalpolitische Voraussetzungen für eine erfolgreiche...

Orientarea organizatiilor spre marketingul relational a adus in prim plan trei concepte a caror importanta a crescut semnificativ in ultimul deceniu: atragerea, retentia si recastigarea clientilor pierduti. In mod firesc, se prefigureaza intrebarea privind gradul de prioritate al atragerii si...