Customer retention management in the recession

Ang, L. and Buttle, F. (2006) ‘Customer retention management processes: A quantitative study’, European Journal of Marketing, Vol. 40, No. 1, pp. 83–99.

Reicheld, F.F. and Sasser Jr, W.E. (1990) ‘Zero defections: Quality comes to service’, Harvard Business Review, Vol. 68, No. 5, pp. 105–111.

Gronroos, C. (1994) ‘From marketing mix to relationship marketing — towards a paradigm shift in marketing’, Journal of Business and Industrial Marketing, Vol. 2, No. 1, pp. 322–339.

Jobber, D. (2004) Principles and Practice of Marketing, 4th Edition, McGraw-Hill, Berkshire.

Keiningham, T.L., Cooil, B., Aksoy, L., Andreassen, T.W. and Weiner, J. (2007) ‘The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet’, Managing Service Quality, Vol. 17, No. 4, pp. 361–384.

Newman, J.W. and Warbe, R.A. (1973) ‘Multivariate analysis of brand loyalty for major household appliances’, Journal of Marketing, Vol. 10, pp. 404–409.

Ekinci, Y., Dawes, P. and Massey, G. (2008) ‘A model of consumer satisfaction for hospitality services’, European Journal of Marketing, Vol. 42, No. 1/2, pp. 35–68.

Guo, L., Xiao, J.J. and Tang, C. (2009) ‘Understanding the psychological process underlying customer satisfaction and retention in a relational service’, Journal of Business Research, Vol. 62, pp. 1152–1159.

Dowling, G. and Uncles, M. (1997) ‘Do customer loyalty programmes really work?’ Sloan Management Review, Vol. 38, No. 4, pp. 71–82.

Hart, C.W.L., Heskett, J.L. and Sasser, W.E. (1990) ‘The profitable art of service recovery’, Harvard Business Review, Vol. 68, No. 4, pp. 148–156.

Bell, C.R. and Zemke, R. (1987) ‘Service breakdown: The road to recovery’, Management Review, Vol. 76, No. 10, pp. 32–35.

Blodgett, J.G., Hill, D.J. and Tax, S.S. (1997) ‘The effects of distributive, procedural, and interactional justice on postcomplaint behaviour’, Journal of Retailing, Vol. 73, No. 2, pp. 185–210.

Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998) ‘Customer evaluation of service complaint experiences’, Journal of Marketing, Vol. 62 (April), pp. 60–76.

Blattberg, R.C. and Deighton, J. (1996) ‘Manage marketing by the customer equity test’, Harvard Business Review, Vol. 74, No. 4, pp. 136–144.

Kelley, S.W., Hoffman, D.K. and Davis, M.A. (1993) ‘A typology of retail failures and recoveries’, Journal of Retailing, Vol. 69, No. 4, pp. 429–452.

Pasloe, S. (2010) ‘Impacts of customer relationship management on customer loyalty in the UK telecommunications industry Unpublished MBA Dissertation, Oxford Brookes University, Oxford.

Berry, L.L. (1995) ‘Relationship marketing of services — growing interest, emerging perspectives’, Journal of the Academy of Marketing Services, Vol. 23, No. 4, pp. 236–245.

Shostak, G.L. (1987) ‘Breaking free from product marketing’, Journal of Marketing, Vol. 41 (April), pp. 73–80.

Ekinci, Y. and Dawes, P. (2009) ‘The impact of frontline employee personality on consumer satisfaction’, The Service Industries Journal, Vol. 29, No. 4, pp. 503–521.

Fisk, R.P., Grove, S.J. and John, J. (2000) Interactive Services Marketing, Houghton Mifflin, NY.