Analysing customer defections and their effects on corporate performance: The case of Indco

Journal of Marketing Management

Volumn 12, Issue 7, 1996, Pages 617-627

  Page, M ^a   Pitt, L ^a   Berthon, P ^a   Money, A ^a  

^a UNIVERSITY OF READING   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 1542795030     PISSN: 0267257X     EISSN: 14721376     Source Type: Journal    
DOI: 10.1080/0267257X.1996.9964440     Document Type: Article

References (6)

1. Berry, L.L., and Parasuraman, A., 1991. Marketing Services:Competing Through Quality, New York, NY:The Free Press.
2. Blattberg, R., and Deighton, J., 1986. “Managing Marketing by the Customer Equity Criterion”. Harvard Business Review, forthcoming
3. De Souza, G., 1992. “Designing a Customer Retention Plan”. Journal of Business Strategy, March/April:24–28.
4. Jackson, B.B., 1985. “Build Customer Relationships that Last”. Harvard Business Review, 63:120–128.
5. Pitt, L.F., and Page, M.J., “Analysis of Customer Defections:A Graphic Approach”. 1993 American Marketing Association Summer Educators’ Conference Competitive Paradigms in Global Marketing:An Agenda for Change. Boston. Edited by:Cravens, David W., and Dickson, Peter R., pp. 180–188. Chicago, Illinois:American Marketing Association.
6. Reicheld, F.F., and Sasser, W.E., 1990. “Zero Defections:Quality Comes to Services”. Harvard Business Review, September/October:301–307.