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Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes

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Author Info
Jones, Michael A.
Mothersbaugh, David L.
Beatty, Sharon E.
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File URL: http://www.sciencedirect.com/science/article/B6V7S-45DB9WK-2/2/73f9b56d0bff9e4402f1d789fa59175e
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Article provided by Elsevier in its journal Journal of Business Research.

Volume (Year): 55 (2002)
Issue (Month): 6 (June)
Pages: 441-450
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Handle: RePEc:eee:jbrese:v:55:y:2002:i:6:p:441-450

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  1. Joaquín Alegre & Maria Sard, 2006. "Tour operators' price strategie in the Balearic Islands," DEA Working Papers 19, Universitat de les Illes Balears, Departament d'Economía Aplicada. [Downloadable!]
  2. D. Van Den Poel & B. Larivière, 2003. "Customer Attrition Analysis For Financial Services Using Proportional Hazard Models," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/164, Ghent University, Faculty of Economics and Business Administration. [Downloadable!]
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  3. Sander Triest & Maurice Bun & Erik Raaij & Maarten Vernooij, 2009. "The impact of customer-specific marketing expenses on customer retention and customer profitability," Marketing Letters, Springer, vol. 20(2), pages 125-138, June. [Downloadable!] (restricted)
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