The predictive ability of different customer feedback metrics for retention

International Journal of Research in Marketing

Volumn 32, Issue 2, 2015, Pages 195-206

  de Haan, Evert ^a   Verhoef, Peter C ^a   Wiesel, Thorsten ^a,b  

^a UNIVERSITY OF GRONINGEN   (Netherlands)

^b UNIVERSITY OF MÜNSTER   (Germany)

Author keywords

Customer effort score; Customer feedback metrics; Customer retention; Customer satisfaction; Firm performance; Net promoter score

Indexed keywords

EID: 84930575990     PISSN: 01678116     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijresmar.2015.02.004     Document Type: Article

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