Unprofitable customers and their management

Zero defections: quality comes to services.

Frederick F. Reichheld, W. Earl Sasser · PubMed · 1990 · 5.3K citations

Management, Quality Management, Strategic Management +15

Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study

Marsha L. Richins · Journal of Marketing · 1983 · 1.6K citations

Business, Marketing, Marketing Management +10

Product Differentiation and Market Segmentation as Alternative Marketing Strategies

Wendell R. Smith · Journal of Marketing · 1956 · 1.6K citations

Business, Marketing, Marketing Management +16

Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services

Roger Bougie, Rik Pieters, Marcel Zeelenberg · Journal of the Academy of Marketing Science · 2003 · 878 citations

Business, Behavioral Sciences, Social Psychology +11

Valuing Customers

Donald R. Lehmann, Jennifer Ames Stuart · Journal of Marketing Research · 2004 · 826 citations

Management, Marketing, Marketing Management +17