search query: @freeterm customer retention / total: 5
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| Author: | Venetis, K.A. Ghauri, P.N. |
| Title: | Service quality and customer retention: building long-term relationships |
| Journal: | European Journal of Marketing
2004 : VOL. 38:11-12, p. 1577-1598 |
| Index terms: | Business-to-business Customers Marketing Service quality |
| Freeterms: | Customer retention |
| Language: | eng |
| Abstract: | The paper takes a relationship perspective to study the effect of service quality on customer retention. The authors integrate business-to-business marketing litterature with service quality litterature to develop a model to capture relationship commitment and other influencing factors. |
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