The Three Dimensions of Customer Retention

James J. Lynch

Chapter 4 in Customer Loyalty and Success, 1995, pp 98-130 from Palgrave Macmillan

Abstract: Abstract There are three dimensions to customer retention which demand continuous attention: economic, psychological and ethical. Each has a distinctive, yet complementary, role in the fight for customer loyalty and success.

Keywords: Customer Satisfaction; Unethical Behaviour; Customer Loyalty; Ethical Dimension; Psychological Dimension (search for similar items in EconPapers)
Date: 1995
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DOI: 10.1057/9780230374713_4

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