Customer Retention Publications

Publications in Customer Retention

Explore the most influential research papers and scholarly works that have shaped Customer Retention. Use the concept filter below to focus on a specific sub-area of research.

Customer Retention

898

Publications

97.3K

Citations

Showing yearly statistics from 2000-2026.

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	Year	Citations
The Behavioral Consequences of Service Quality Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman Journal of Marketing Customer SatisfactionAggregate LevelService QualityDigital MarketingCustomer Retention	1996	8.6K
The Behavioral Consequences of Service Quality Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman Journal of Marketing Customer SatisfactionAggregate LevelService QualityService ResearchCustomer Retention	1996	5.1K
Customer satisfaction, customer retention, and market share Roland T. Rust, Anthony J. Zahorik Journal of Retailing Customer ProfitabilityCustomer SatisfactionService QualityCustomer RetentionManagement	1993	2.1K
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction Ruth N. Bolton Marketing Science Customer ProfitabilityRelationship MarketingQuality Of LifeCustomer SatisfactionService Quality	1998	2K
Information Privacy Concerns, Procedural Fairness, and Impersonal Trust: An Empirical Investigation Mary J. Culnan, Pamela K. Armstrong Organization Science Customer SatisfactionEngineeringConsumer ResearchLawSocial Influence	1999	1.8K
The Customer Relationship Management Process: Its Measurement and Impact on Performance Werner Reinartz, Manfred Krafft, Wayne D. Hoyer Journal of Marketing Research Total Quality ManagementCustomer SatisfactionRelationship MarketingCrm ProcessesCustomer Experience	2004	1.7K
The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention Anders Gustafsson, Michael D. Johnson, Inger Roos Journal of Marketing Relationship MarketingCustomer SatisfactionBehavioral Decision MakingService ResearchCustomer Retention	2005	1.5K
Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development Peter C. Verhoef Journal of Marketing Customer SatisfactionRelationship MarketingCustomer RetentionCustomer Relationship PerceptionsManagement	2003	1.4K
Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value V. Kumar, Lerzan Aksoy, Bas Donkers, Journal of Service Research Marketing AnalyticsCustomer SatisfactionCustomer ExperienceConsumer ResearchConsumer Engagement	2010	1.3K
Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers Jaishankar Ganesh, Mark J. Arnold, Kristy E. Reynolds Journal of Marketing Customer SatisfactionConsumer ResearchStrategic MandateService QualityManagement	2000	1.3K
The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development Thorsten Hennig‐Thurau, Alexander Klee Psychology and Marketing Total Quality ManagementCustomer SatisfactionCustomer ExperienceConsumer ResearchService Quality	1997	1.3K
Understanding customer relationship management (CRM) Injazz J. Chen, Karen Popovich Business Process Management Journal Customer ExperienceCustomer SatisfactionDigital MarketingServices ManagementClient-supplier Relationships	2003	1.2K

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