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The Strength of customer relationships : examining consumer loyalty to 112 companies across nine industries

Recurso electrónico / electronic resource
MARC record
Tag12Value
LDR  00000cam a22000004b 4500
001  MAP20080023614
003  MAP
005  20191202112026.0
008  080915s2008 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎922.112
1001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
24514‎$a‎The Strength of customer relationships‎$b‎ : examining consumer loyalty to 112 companies across nine industries‎$c‎by Bruce D. Temkin with Olga Melnikova and Steven Geller
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2008
4901 ‎$a‎For Customer experience professionals
520  ‎$a‎How loyal are consumers? We examined this question by asking nearly 5,000 US consumers about their intentions for doing business with 112 firms across these nine industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers. Our analysis reveals that retailers have the most loyal consumers while banks have the least loyal consumers. When looking at how individual companies compared with their industry averages, credit unions came out on top and Sprint-Nextel came out on the bottom
650 1‎$0‎MAPA20080611460‎$a‎Marketing de relaciones
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080614126‎$a‎Fidelización de clientes
650 1‎$0‎MAPA20080593315‎$a‎Sectores económicos
650 1‎$0‎MAPA20080590819‎$a‎Estudios de opinión
651 1‎$0‎MAPA20080638337‎$a‎Estados Unidos
7001 ‎$0‎MAPA20080648633‎$a‎Melnikova, Olga
7001 ‎$0‎MAPA20080099305‎$a‎Geller, Steven
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080528355‎$a‎For Customer experience professionals