Customer retention

Field
Subfield
Domain
OpenAlex	C101276457

Smeal faculty

• J. Andrew Petersen - score 2.6
• Stefan Wuyts - score 1.3
• John Langley - score 0.5
• Wael Jabr - score 0.5

Papers

• Are Product Returns a Necessary Evil? Antecedents and Consequences (2009) - cites 346
• Outsourcing customer support: The role of provider customer focus (2014) - cites 65
• Reversing the Logic: The Path to Profitability through Relationship Marketing (2009) - cites 59
• Managing Product Returns Within the Customer Value Framework (2017) - cites 41
• The performance implications of outsourcing customer support to service providers in emerging versus established economies (2014) - cites 32
• Measuring and Managing Customer Engagement Value Through the Customer Journey (2017) - cites 27
• Interset Association between Measures of Customer Service and Market Response (1991) - cites 6
• Maximizing Revisiting and Purchasing: A Clickstream-Based Approach to Enhance Individual-Level Customer Conversion (2020) - cites 1