Search

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

<?xml version="1.0" encoding="UTF-8"?><modsCollection xmlns="http://www.loc.gov/mods/v3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-8.xsd">
<mods version="3.8">
<titleInfo>
<nonSort xml:space="preserve">The  </nonSort>
<title>Strength of customer relationships</title>
<subTitle> : examining consumer loyalty to 112 companies across nine industries</subTitle>
</titleInfo>
<name type="personal" usage="primary" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080180690">
<namePart>Temkin, Bruce D.</namePart>
<nameIdentifier>MAPA20080180690</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080648633">
<namePart>Melnikova, Olga</namePart>
<nameIdentifier>MAPA20080648633</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080099305">
<namePart>Geller, Steven</namePart>
<nameIdentifier>MAPA20080099305</nameIdentifier>
</name>
<name type="corporate" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080436582">
<namePart>Forrester</namePart>
<nameIdentifier>MAPA20080436582</nameIdentifier>
</name>
<typeOfResource>text</typeOfResource>
<originInfo>
<place>
<placeTerm type="code" authority="marccountry">usa</placeTerm>
</place>
<issuance>monographic</issuance>
<place>
<placeTerm type="text">Cambridge</placeTerm>
</place>
<publisher>Forrester Research</publisher>
<dateIssued>2008</dateIssued>
</originInfo>
<language>
<languageTerm type="code" authority="iso639-2b">eng</languageTerm>
</language>
<physicalDescription>
<form authority="marcform">print</form>
</physicalDescription>
<abstract displayLabel="Summary">How 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 </abstract>
<note type="statement of responsibility">by Bruce D. Temkin with Olga Melnikova and Steven Geller</note>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080611460">
<topic>Marketing de relaciones</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593483">
<topic>Servicio al cliente</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080614126">
<topic>Fidelización de clientes</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593315">
<topic>Sectores económicos</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080590819">
<topic>Estudios de opinión</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080638337">
<geographic>Estados Unidos</geographic>
</subject>
<classification authority="">922.112</classification>
<relatedItem type="series" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080528355">
<titleInfo>
<title>For Customer experience professionals</title>
</titleInfo>
</relatedItem>
<recordInfo>
<recordContentSource authority="marcorg">MAP</recordContentSource>
<recordCreationDate encoding="marc">080915</recordCreationDate>
<recordChangeDate encoding="iso8601">20191202112026.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20080023614</recordIdentifier>
<languageOfCataloging>
<languageTerm type="code" authority="iso639-2b">spa</languageTerm>
</languageOfCataloging>
</recordInfo>
</mods>
</modsCollection>