| Author: | Eriksson, K. Vaghult, L. |
| Title: | Customer retention, purchasing behavior and relationship substance in professional services |
| Journal: | Industrial Marketing Management
2000 : JUL, VOL. 29:4, p. 363-372 |
| Index terms: | INDUSTRIAL MARKETING MANAGEMENT CUSTOMER RELATIONS |
| Language: | eng |
| Abstract: | Customer retention is central to the development of business relationships. However, customer retention is specific to the context of each firm, and this is rarely recognized in models for customer retention. This paper studies how customer retention depends on the relationship substance built up due to interaction between the parties. Relationship substance may be of a more or less embedded kind, which is explored in the paper in the form of relationship satisfaction and organizational change in the buying firm. |
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