Concepedia

Customer Retention

Customer Retention is a strategic marketing construct within customer relationship management that refers to the ability of an organization to retain its existing customers over time by maintaining ongoing satisfaction, loyalty, and engagement, thereby distinguishing it from acquisition-focused strategies through its emphasis on sustaining long-term relational value.

1.8K

Publications

207K

Citations

3.5K

Authors

1.4K

Institutions

Publications per year

2017–2026

458

Parents

Children

Publications

1.8K

The Behavioral Consequences of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations

, , +14

Customer Loyalty: Toward an Integrated Conceptual Framework

Anthony Steven Dick, Kunal Basu · Journal of the Academy of Marketing Science · 1994 · 6.6K citations

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The Behavioral Consequences of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 5.3K citations

, , +14

Understanding Customer Experience Throughout the Customer Journey

Katherine N. Lemon, Peter C. Verhoef · Journal of Marketing · 2016 · 5.2K citations · Full text

, , +14

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman et al. · Journal of Retailing · 2009 · 3K citations

, , +13

1–5 of 1.8K

Authors

3.5K

  1. VK
    V. Kumar

    Georgia State University, United States

    15 publications · 7.9K citations

    15

    h-index

  2. PC
    Peter C. Verhoef

    University of Groningen, Netherlands

    14 publications · 13.5K citations

    14

    h-index

  3. TL
    Timothy L. Keiningham

    Fordham University, United States

    13 publications · 2.2K citations

    12

    h-index

  4. BG
    Bruce G. S. Hardie

    London Business School, United Kingdom

    13 publications · 1.9K citations

    12

    h-index

  5. PS
    Peter S. Fader

    University of Pennsylvania, United States

    12 publications · 798 citations

    11

    h-index

1–5 of 3.5K

Institutions

1.4K

  1. University of Groningen

    Groningen, The Netherlands

    21 h-index

    35 publications

    17.2K citations

  2. University of Pennsylvania

    Philadelphia, United States

    20 h-index

    29 publications

    3.5K citations

  3. Macquarie University

    Sydney, Australia

    20 h-index

    31 publications

    5.2K citations

  4. London Business School

    London, United Kingdom

    16 h-index

    21 publications

    3.1K citations

  5. Erasmus University Rotterdam

    Rotterdam, The Netherlands

    13 h-index

    17 publications

    5.2K citations

  6. University of Jordan

    Amman, Jordan

    12 h-index

    18 publications

    834 citations

  7. Vanderbilt University

    Nashville, United States

    12 h-index

    17 publications

    7.8K citations

  8. University of South Australia

    Adelaide, Australia

    12 h-index

    25 publications

    2.4K citations

1–8 of 1.4K

Venues

  1. Journal of Marketing

    JM · 50 publications · 35.5K citations

    46

    h-index

  2. Journal of Service Research

    JSR · 51 publications · 15.1K citations

    44

    h-index

  3. Managing Service Quality

    MSQ · 38 publications · 3.9K citations

    28

    h-index

  4. Journal of the Academy of Marketing Science

    25 publications · 13.6K citations

    23

    h-index

  5. Journal of Marketing Research

    25 publications · 4.8K citations

    23

    h-index

1–5