The Empirical Link between Customer Service, Brand Loyalty Store Community, Personalization, Customization and Customer Retention Levels

摘要：

This paper examines the relationship between customer service, loyalty/rewards programs, brand/store community, personalization, and customization with different customer retention levels. The relationship between customer service, loyalty/rewards programs, customization, personalization and brand/store community with customer retention were examined via an empirical investigation of 450 loyalty/reward program members of 3 retail stores in Malaysia. The administration of the survey was personally administered but self-completed. All variables were able to significantly discriminate between high and low customer retention levels.

作者: Jamil Bojei Che Aniza Binti Che Wei Zafar U.Ahmed Craig C.Julian

作者单位: University Putra Malaysia University Kebangsaan Malaysia Southern Cross University

会议类型: 国际会议

会议名称: 2011 Academy for Global Business Advancement(AGBAs)8th World Congress(全球商务发展学会第八届国际会议)

会议地点: 大连

会议语种:英文

页码: 83-92

在线出版日期: 2011-09-15（万方平台首次上网日期，不代表论文的发表时间）