Customer satisfaction, customer retention, and market share

Roland T. Rust; Anthony J. Zahorik

doi:10.1016/0022-4359(93)90003-2

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JOURNAL ARTICLE

Customer satisfaction, customer retention, and market share

Roland T. Rust Anthony J. Zahorik

Year: 1993 Journal: Journal of Retailing Vol: 69 (2)Pages: 193-215 Publisher: Elsevier BV

DOI: 10.1016/0022-4359(93)90003-2

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Keywords:

Customer retention Customer satisfaction Business Customer delight Loyalty business model Customer profitability Customer equity Customer advocacy Marketing Customer to customer Market share Customer lifetime value Profitability index Service quality Finance Service (business)

Metrics

2145

Cited By

21.41

FWCI (Field Weighted Citation Impact)

Refs

0.99

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

Consumer Market Behavior and Pricing

Social Sciences → Business, Management and Accounting → Marketing

Consumer Retail Behavior Studies

Social Sciences → Business, Management and Accounting → Marketing

Customer satisfaction, customer retention, and market share

Metrics

Citation History

Topics

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