TY - JOUR
T1 - Dynamic customer relationship management
T2 - Incorporating future considerations into the service retention decision
AU - Lemon, Katherine N.
AU - White, Tiffany Barnett
AU - Winer, Russell S.
N1 - Copyright:
Copyright 2005 Elsevier Science B.V., Amsterdam. All rights reserved.
PY - 2002/1
Y1 - 2002/1
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=0036001755&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=0036001755&partnerID=8YFLogxK
U2 - 10.1509/jmkg.66.1.1.18447
DO - 10.1509/jmkg.66.1.1.18447
M3 - Article
AN - SCOPUS:0036001755
SN - 0022-2429
VL - 66
SP - 1
EP - 14
JO - Journal of Marketing
JF - Journal of Marketing
IS - 1
ER -