Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention

doi:10.1108/jcm.2001.18.1.75.4

JOURNAL ARTICLE

Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention

Year: 2001 Journal: Journal of Consumer Marketing Vol: 18 (1)Pages: 75-83 Publisher: Emerald Publishing Limited

DOI: 10.1108/jcm.2001.18.1.75.4

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Keywords:

Business Marketing Customer retention Customer satisfaction Customer advocacy Relationship marketing Marketing management Competitive advantage Customer delight Advertising Service quality Service (business)

Metrics

Cited By

1.23

FWCI (Field Weighted Citation Impact)

Refs

0.82

Citation Normalized Percentile

Is in top 1%

Is in top 10%

Citation History

Topics

Customer Service Quality and Loyalty

Social Sciences → Business, Management and Accounting → Organizational Behavior and Human Resource Management

Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention

Metrics

Citation History

Topics

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