Dynamic customer relationship management: Incorporating future considerations into the service retention decision

Katherine N. Lemon, Tiffany Barnett White, Russell S. Winer

Research output: Contribution to journalArticlepeer-review

Abstract

The authors examine the influence of customer future-focused considerations, over and above the effects of satisfaction, on the customer's decision to discontinue a service relationship. The authors find that expected future use and anticipated regret influence this decision. Understanding and managing these future-focused considerations is critical to successful dynamic customer relationship management.

Original languageEnglish (US)
Pages (from-to)1-14
Number of pages14
JournalJournal of Marketing
Volume66
Issue number1
DOIs
StatePublished - Jan 2002
Externally publishedYes

ASJC Scopus subject areas

  • Business and International Management
  • Marketing

Fingerprint Dive into the research topics of 'Dynamic customer relationship management: Incorporating future considerations into the service retention decision'. Together they form a unique fingerprint.

Cite this