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C/M/373. Dissertation. On-Line and Off-Line Customer Retention

WORDS:
7700
DATE:
2006
PRICE:
79.99 GBP

This paper sets out the research aims and objectives for a dissertation to examine customer retention in an on- and off-line environment across a range of product categories. The paper includes a comprehensive literature review including a study of service and relationship management perspectives, customer loyalty and e-loyalty, as well as other theoretical aspects such as relationship commitment, communication, and service quality and customer satisfaction. The paper also sets out the research design employed to carry out this research.

 

KEYWORDS: Customer retention, literature review, relationship management, customer loyalty, e-lo,

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