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Year of publication
Subject
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Kundenbindung 2,063 Customer retention 1,491 Relationship marketing 1,331 Beziehungsmarketing 1,323 Consumer behaviour 974 Konsumentenverhalten 962 Customer satisfaction 636 Kundenzufriedenheit 608 Service quality 346 Dienstleistungsqualität 343 Deutschland 289 Germany 267 Customer loyalty 223 customer loyalty 189 Brand management 173 Markenführung 173 Kundenmanagement 151 Marketing 150 Theorie 148 Theory 148 customer retention 143 Social Web 136 Social web 136 Beziehungsmanagement 132 Vertrauen 131 Electronic Commerce 130 Confidence 127 Marketingmanagement 124 Online-Marketing 119 Einzelhandel 118 Marketing management 116 Retail trade 115 Internet marketing 114 Online retailing 114 Online-Handel 114 Bank 113 Markenartikel 110 Brand 107 Kundenbindungsprogramm 102 Loyalty program 102
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Online availability
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Undetermined 878 Free 310 CC license 59
Type of publication
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Article 1,229 Book / Working Paper 1,146 Other 3
Subcategories
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Article in journal 1,054 Book section 150 Working paper 46 Case study 41 Proceedings 33 Guidebook 32 Handbook 17 Textbook 4 Literature review 3 Review 3 Reference work 1
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Language
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English 1,507 German 781 Undetermined 94 French 4 Lithuanian 1 Polish 1 Romanian 1
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Author
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Bruhn, Manfred 19 Homburg, Christian 17 Bauer, Hans H. 12 Sickel, Christian 12 Limbeck, Martin 11 Dressler, Matthias 9 Ozuem, Wilson 8 Prentice, Catherine 8 Becker, Roman 7 Daschmann, Gregor 7 Schüller, Anne M. 7 Hammerschmidt, Maik 6 Huber, Frank 6 Nießing, Jörg 6 Palmatier, Robert W. 6 Quach, Sara 6 Ranzinger, Alexandra 6 Rennhak, Carsten 6 Rodríguez del Bosque, Ignacio A. 6 Thaichon, Paramaporn 6 Aksoy, Lerzan 5 Coussement, Kristof 5 Eggert, Andreas 5 Gouthier, Matthias 5 Herrmann, Andreas 5 Hollebeek, Linda D. 5 Hussein, Ananda Sabil 5 Johnson, Michael D. 5 Kreutzer, Ralf T. 5 Müller-Martini, Markus 5 Orth, Ulrich R. 5 Popp, Bastian 5 Rust, Roland T. 5 Wangenheim, Florian von 5 Anaya-Sánchez, Rafael 4 Ballensiefen, Benjamin 4 Bayón, Tomás 4 Bilgihan, Anil 4 Blut, Markus 4 Brinkmann, Daniela Alexa 4
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Institution
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Springer Fachmedien Wiesbaden 21 Verlag Dr. Kovač 7 Nomos Verlagsgesellschaft 6 Books on Demand GmbH <Norderstedt> 3 Fördergesellschaft Marketing an der Universität Augsburg 3 GABAL-Verlag GmbH 3 Haufe-Lexware GmbH & Co. KG 3 Logos Verlag Berlin 3 National Bureau of Economic Research 3 W. Kohlhammer GmbH 3 epubli GmbH 3 Edward Elgar Publishing 2 Ernst-Moritz-Arndt-Universität Greifswald 2 Excellence-in-Service-Konferenz <5., 2015, Koblenz> 2 Josef Eul Verlag GmbH 2 Springer Gabler <Firma> 2 Technische Universität Braunschweig 2 Technische Universität Dresden 2 Verlag Franz Vahlen 2 American Marketing Association 1 Arbeitsgemeinschaft für Marketing 1 Autohaus Buch und Formular 1 Bbw-Marketing Dr. Vossen & Partner <Neuss> 1 BusinessVillage GmbH 1 Center for Service Excellence 1 Christian-Albrechts-Universität zu Kiel 1 College of Business, University of Texas-San Antonio 1 Deutscher Fachverlag 1 Dpunkt.Verlag <Heidelberg> 1 Dresdner Kolloquium <Technische Universität, Dresden, Fakultät Wirtschaftswisenschaften, 4, 1999> 1 Dresdner Kolloquium <Technische Universität, Dresden, Fakultät Wirtschaftswissenschaften> <4, 1999, Dresden> 1 Eberhard Karls Universität Tübingen 1 Ebs European Business School 1 EconWPA 1 Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam. 1 Erasmus Research Institute of Management (ERIM), Erasmus Universiteit Rotterdam 1 Excellence-in-Service-Konferenz <6., 2016, Koblenz> 1 Fachverlag für Wirtschafts- und Steuerrecht Schäffer <Stuttgart> 1 Faculteit Economie en Bedrijfskunde, Universiteit Gent 1 Frankreich / Autorité de la Concurrence 1
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Published in...
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SpringerLink / Bücher 91 Journal of retailing and consumer services 52 Journal of business research : JBR 26 Cogent business & management 21 Gabler Edition Wissenschaft 21 Springer eBook Collection / Business and Economics 21 Research 16 Asia Pacific journal of marketing and logistics 15 The service industries journal 14 International journal of contemporary hospitality management 13 Springer eBook Collection 13 International Journal of Research in Business and Social Science : IJRBS 12 Psychology & marketing 12 International journal of electronic customer relationship management : IJECRM 11 Journal of Services Marketing 11 Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction 11 Services marketing quarterly 11 Hamburger Schriften zur Marketingforschung 10 Journal of marketing theory and practice 10 Journal of the Academy of Marketing Science 10 Schriftenreihe Schwerpunkt Marketing 10 European Journal of Marketing 9 Journal of hospitality marketing & management 9 Wissenschaftliche Arbeitspapiere / Institut für Marktorientierte Unternehmensführung, Universität Mannheim 9 Gabler Research 8 Handbook of research on customer loyalty 8 Journal of Consumer Marketing 8 Harvard business review : HBR 7 How to succeed in the digital age : strategies from 17 top managers 7 International Journal of Bank Marketing 7 Journal of Business & Industrial Marketing 7 Journal of consumer behaviour : an international research review 7 Marketing : ZFP ; journal of research and management 7 Marketing Science 7 Schriften zum innovativen Marketing 7 Schriftenreihe Studien zum Konsumentenverhalten 7 Sport marketing quarterly : preferred journal of the Sport Marketing Association 7 The international journal of bank marketing : IJBM 7 The journal of applied business research 7 Wirtschaftswissenschaft 7
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Source
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ECONIS (ZBW) 1,924 USB Cologne (EcoSocSci) 291 Other ZBW resources 89 RePEc 40 EconStor 19 BASE 15
Showing 1 - 50 of 2,054
 
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Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets
Gazi, Md. Abu Issa; Al Masud, Abdullah; Sobhani, Farid … - 2025
This study aims to explore how customer satisfaction (CS) serves as a mediator in the connections between service quality (SQ), efficiency and reliability (EAR), customer retention (CR) and customer loyalty (CL) within the E-Banking industry in Bangladesh. The empirical experiment employed a...
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Financial re-engineering and customer performance of poultry business in Nigeria
Alawode, Olufemi Peter; Nwobodo, Helen; Ogunfowora, Afolake - 2024
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Customer satisfaction level of users of the different areas and services of a private mid-cost fitness center in Zaragoza
Ara Aguirre, Ander de; Valcarce-Torrente, Manel; … - 2026
Customer loyalty has become a critical factor for the sustainability of fitness centers amid growing industry competition, yet limited research has examined recommendation patterns across user profiles in mid-cost facilities. This study aimed to analyze customer recommendation in a mid-cost...
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The dynamics of customisation, perceived fairness, and customer loyalty within a corporate sustainability framework
Omazić, Mislav Ante; Renić, Mijo; Grilec, Alica - 2026
Customisation, understood as tailoring products, services, or communication to individual customer preferences, is increasingly used to enhance customer satisfaction, yet its impact on customer loyalty remains complex. Businesses increasingly focus on customisation to enhance customer...
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Whispers in your mind : the role of voice features in customer acquisition and retention
Xu, Haifeng; Ding, Yi; Ding, Yu; Zhang, Qi; Cheng, Zhang - 2026
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Effectiveness of customer relationship management in shopping malls: Mall-retailer collaboration empirics
García-Nieto, Manuel; Ramón-Jerónimo, Juan Manuel; … - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015424459
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Unintended consequences of selling B2B digital subscription add-ons for customer onboarding
Steinhoff, Lena; Kim, Jisu J.; Kanuri, Vamsi K.; … - 2025
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Defection analysis of post-paid telephone customers in Nepal using the Weibull model
Gnawali, Keshava Raj; Kadel, Rajan - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015617691
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Measuring customer experience in e-retail
Pires, Paulo Botelho; Perestrelo, Beatriz Martins; … - 2025
In digital retail, where competition intensifies and customer expectations evolve rapidly, understanding the interplay among customer experience metrics is critical for strategic decision-making. Despite widespread adoption of feedback programmes, practitioners struggle to interpret how...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015549141
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"Good" and "bad" frictions in customer experience : conceptual foundations and implications
Padigar, Manjunath; Li, Yi; Manjunath, Chandana N. - 2025
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Fulfilled expectations : key to customer loyalty in digital home-sharing platforms
Marimon, Frederic; Amat-Lefort, Natalia; Mas-Machuca, Marta - 2025
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Defection analysis of post-paid telephone customers in Nepal using the Weibull model
Gnawali, Keshava Raj; Kadel, Rajan - 2025
This study examines the defection patterns of post-paid telephone customers based on migrant status and season-wise acquisition using the Weibull model. Data from 48,666 post-paid customers were extracted from the data warehouse of a telephone company in Nepal. After pre-processing, the migrant...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015334434
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The effect of digital touchpoint usage experience on customer loyalty mediated by digital engagement and customer satisfaction
Nanta, Teuku Muda; Noermijati, Noermijati; Rohman, Fatchur - 2025
This study aims to determine the influence of digital touchpoint usage experience, specifically through the myIndiHome application, on customer loyalty, with digital engagement and customer satisfaction as mediating variables. The study used a quantitative method to survey 385 active IndiHome...
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WeChat gamification : mobile payment impact on word of mouth and customer loyalty
Butt, Asad Hassan; Ahmad, Hassan; Muzaffar, Asif; … - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015190420
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Effectiveness of customer relationship management in shopping malls : mall-retailer collaboration empirics
García-Nieto, Manuel; Ramón-Jerónimo, Juan Manuel; … - 2025
This study examines the collaborative impact of Customer Relationship Management (CRM) between shopping mall management and retailers on customer traffic. Through a multiple case study involving 30 interviews with managers from various traditional shopping malls and factory outlets, the research...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015193121
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The interplay of inflated expectations, (dis)confirmation, and emotional spillover : implications for post-purchase loyalty in mystery deals
Brodschelm, Florian; Vetter, Sebastian; Hüttl-Maack, Verena - 2025
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Factors influencing customer loyalty via purchase intention toward manufacturing firms in Vietnam
Hang Nguyen Minh - 2025
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An algorithmic marketing approach to analyzing consumer well-being : incorporating psychological factors in customer loyalty
Zhao, Yu; Tsubaki, Michiko - 2025
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Omni-channel customer experience and advancing customer loyalty
Alim, Md. Abdul; Shafiullah, Md.; Sazid, Yheetishamul Khan - 2025
Grounded on the customer experience theory and perceived value theory, the current study examines how omni-channel customer experience (OCCE) in fashion brands promotes customer loyalty in an emerging economy context. Fashion brand customers (N = 372) revealed that OCCE significantly influences...
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Borrower perceptions of additional lender services : an Oklahoma AgCredit example
Montgomery, Jenna; DeVuyst, Eric; Bir, Courtney; Jones, … - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015610954
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What drives customer loyalty in a pandemic? : semantic analysis of grocery retailers
Kuikka, Anna; Hallikainen, Heli; Tuominen, Sasu; … - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015595110
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Gamification im E-Commerce : Optimierung von Konversionsraten und Warenkorbabbrüchen
Wolf, Nadine; Perret, Jens K.; Moss, Christoph - 2025
In einer Zeit des rasanten digitalen Wandels steht der E-Commerce-Sektor an der Spitze der wirtschaftlichen Entwicklung, bietet beispiellose Wachstumschancen und verändert traditionelle Geschäftsmodelle. Die zunehmende Integration von Gamification-Elementen durch Online-Marktplätze wie Temu...
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Effect of entrepreneurship orientation on eco-hotels sustainability with mediation of customer loyalty in Ethiopia
Kant, Shashi; Niguse, Tafese - 2025
This study looks at how an entrepreneur's mindset orientation affects Ethiopian eco-hotel sustainability, using customer loyalty as a mediating factor. Utilizing a quantitative research strategy, data was obtained from a sample of 384 respondents, selected by the population precision technique...
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The moderating role of FinTech in the relationship between customer satisfaction and retention in the banking sector
Ajouz, Mousa; Shehadeh, Maha; Issa, Sara; Nawawra, Haya - 2025
This study investigates the influence of banking service quality and customer trust on customer retention behavior, considering the mediating role of customer satisfaction and the moderating role of FinTech. In light of the growing digitalization in the banking sector, the study aims to...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015590748
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Driving customer loyalty in digital banking : the mediating role of engagement and the moderating role of switching costs
Mackay, Agnes C. D.; Zuo, Li; Kebe, Ibrahim A. - 2025
Purpose: As traditional advertising gives way to customer-centric strategies such as content marketing (CM), this study aims to explore its impact on customer loyalty (CL) in the digital banking sector, focusing on online engagement and switching costs (SCs), while addressing the research gap in...
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Understanding customer loyalty in digital services : insights from food delivery in emerging markets
Ly Bora - 2025
This study examines the factors influencing customer loyalty in Cambodia's food delivery app sector, with a focus on trustworthiness, service quality, and convenience as key drivers of customer satisfaction and repurchase intention. Grounded in the Commitment-Trust Theory and the SERVQUAL model,...
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Pricing, quality, and engagement as relationship marketing strategies in Sri Lanka’s online clothing sector
Hussain, Rashmi Shihara; De Peiris, Nayomi - 2025
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Do loyalty programs actually build customer loyalty? : a service quality perspective from Indonesian e-commerce
Kosimwidjaja, Jonathan Farrel; Hadiprawoto, Triana Rahajeng - 2025
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The mediating roles of service experience and satisfaction : how servicescape influences loyalty and electronic word-of-mouth
Sareeya Wichitsathian; Adisak Suvittawat - 2025
Servicescape, the physical and social environment of a service setting, is a critical strategic tool for creating competitive advantage. While its influence on customer loyalty and electronic word-of-mouth (e-WOM) is established, the underlying psychological mechanisms remain inadequately...
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Unintended consequences of selling B2B digital subscription add-ons for customer onboarding
Steinhoff, Lena; Kim, Jisu J.; Kanuri, Vamsi K.; … - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015509064
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Transforming customer engagement with adaptive relationship management strategies
Mishra, Sunil; Sharma, Haldhar; Pathak, Ankita; Pandey, … - 2025
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Trust as a critical driver of customer loyalty in the pharmaceutical market : a study of Kazakhstan
Orazgaliyeva, E.; Abuzhalitova, A.; Sokhatskaya, N.; … - 2024
The article focused on customer loyalty and examined the factors that influence end-users' loyalty and attitudes towards domestic manufacturers. Factors such as price, quality, place, promotion, satisfaction, awareness, and trust were chosen to measure customer loyalty towards domestic...
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Predicting customer loyalty to Airbnb using PLS-SEM : the role of authenticity, interactivity, involvement and customer engagement
Sallaku, Rezarta; Vigolo, Vania - 2024
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Corporate reputation, salesperson trustworthiness and customer loyalty in the life insurance industry
Schäfer, Christian; Held, Iris; Böhm, Marlene Emma; … - 2024
This study analyses the effects of corporate reputation and trustworthiness in the salesperson on the customer loyalty of 215 German customers who obtained endowment insurance. We use a cross-sectional study design. Corporate reputation is captured by the rational attitude of competence and the...
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Customer inspiration in retailing : the role of perceived novelty and customer loyalty across offline and online channels
Frasquet Deltoro, Marta; Ieva, Marco; Mollá Descals, … - 2024
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The effect of corporate reputation on customer loyalty in the Ghanaian banking industry : the role of country-of-origin
Gli, Deli Dotse; Tweneboah-Koduah, Ernest Yaw; Odoom, … - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014519796
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The power of AI : enhancing customer loyalty through satisfaction and efficiency
Singh, Pragya; Singh, Vandana - 2024
In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014526490
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Loyalty pricing in the groceries sector : findings report
2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015156981
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Customer loyalty : a refined conceptualization, measurement, and model
Bourdeau, Brian L.; Joseph Cronin, J.; Voorhees, Clay M. - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015123230
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Atmospherics fosters customer loyalty : exploring the mediating effects of memorable customer experience and customer satisfaction in factory outlet malls in Taiwan
Chen, Chin-Tsu - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015114819
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Retailers view on customer loyalty : a social resource theory perspective
Wallström, Stavroula; Hjelm Lidholm, Sara; Sundström, … - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015051394
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Exploring the relationship between chatbots, service failure recovery and customer loyalty : a frustration–aggression perspective
Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; … - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015133743
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How social CRM and customer satisfaction affect customer loyalty
Malki, Djihane; Bellahcene, Mohammed; Latreche, Hela; … - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015190375
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Understanding customer experiences insights in boutique hotels : a case study from Thailand
Akkhaporn Kokkhangplu; Piyaporn Auemsuvarn - 2024
Boutique hotels, which belong to the hospitality sector, hold significance for guests seeking new experiences. Guests are interested in staying and spending money on boutique hotels that create memorable experiences. Based on previous studies in the boutique hotel industry, empirical studies...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015448898
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Perception of Indian customers towards e-service quality and its effect on consumer happiness, retention, and loyalty
Bhattacharya, Ipsha; Mulay, Rahul - 2024
This study aims to understand the attributes of electronic service quality and tries to build the connection between the quality of electronic service, the happiness of consumers, their retention, and loyalty in the context of the consumer e-commerce industry in India. The attributes chosen to...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015448949
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From first visit to forever fans : crafting customer loyalty in glamping through experience quality and engagement
Hapsari, Raditha; Hussein, Ananda Sabil; Ghofar, Abdul; … - 2024
This study contains two primary research aims. The first objective is to investigate the structure, dimensions, and indicators of experience quality at glamping resorts. Additionally, the study aims to analyze the interconnections between experience quality, trust, satisfaction, engagement, and...
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Developing sustainable business-to-business (B2B) strategies in service innovation for enhancing customer loyalty in the petrochemical industry : a systematic review
Kosasih, Oos; Hidayat, Kadarisman; Hutahayan, Benny; Sunarti - 2024
This research aims to provide a comprehensive understanding of the factors that drive successful sustainable service innovation and to offer practical guidelines for adopting these strategies in the petrochemical sector. The study employs a systematic literature review methodology, reviewing and...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015449028
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Structural determinants of customer loyalty among long-term insurance consumers in Namibia
Tjizumaue, Bianca; Atiku, Sulaiman Olusegun - 2024
Customer satisfaction, retention, and loyalty are essential for a positive return on sales in the insurance industry. This study examines the key determinants of customer loyalty among long‑term insurance consumers in Namibia. The mediating role of customer satisfaction was also examined in...
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Achieving customer loyalty during post-pandemic : an asymmetric approach
Latif, Khawaja Fawad; Bashir, Shahid - 2024
The study aims to investigate causal recipes to improve restaurant customers' loyalty (LOY) during COVID-19 post-pandemic. The study utilizes Fuzzy-set Qualitative Comparative Analysis (fsQCA) within the framework of complexity theory to examine the intricate relationship between antecedent...
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Factors affecting customer retention in banking sector : the case of Kosovo
Baca, Granit; Pula, Leke - 2024
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015435520
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