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| Author: | Wirtz, B. W. Lihotzky, N. |
| Title: | Customer retention management in the B2C electronic business |
| Journal: | Long Range Planning
2003 : DEC, VOL. 36:6, p. 517-532 |
| Index terms: | Strategic management Consumer satisfaction Electronic commerce Internet Long range planning |
| Language: | eng |
| Abstract: | The authors examine how customer retention can be achieved and which strategy best fits which business model. Their findings differeniate the most appropriate strategies for particular business models. For example, building customer trust and convenience are the most appropriate for commerce-based business while the offer of free services are better suited to content, context and connection business models. |
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