Building a model of retail customer retention : a value-based perspective of market orientation & customer service / by Shu-Ching Chen.
Date
2003
Authors
Chen, Shu-Ching
Editors
Advisors
Journal Title
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Type:
Thesis
Citation
Statement of Responsibility
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Abstract
Builds a model of performance based on customer defined market orientation and which includes customer service (customer process) and customer retention (business performance). Examines the nature of market orientation and its impact on customer satisfaction and customer retention in the service sector.
School/Discipline
School of Commerce
Dissertation Note
Thesis (Ph.D.)--University of Adelaide, School of Commerce, 2003
Provenance
This electronic version is made publicly available by the University of Adelaide in accordance with its open access policy for student theses. Copyright in this thesis remains with the author. This thesis may incorporate third party material which has been used by the author pursuant to Fair Dealing exception. If you are the author of this thesis and do not wish it to be made publicly available or If you are the owner of any included third party copyright material you wish to be removed from this electronic version, please complete the take down form located at: http://www.adelaide.edu.au/legals
Description
"July 2003"
Bibliography: p. 161-170.
170, [28] p. : ill. ; 30 cm.
Bibliography: p. 161-170.
170, [28] p. : ill. ; 30 cm.