1. Zero defections: Quality comes to services;Reichheld;Harv. Bus. Rev.,1990
2. The relationship between customer complaints to the firm and subsequent exit behavior;Bolton;ACR North Am. Adv.,1995
3. The impact of customer relationship characteristics on profitable lifetime duration;Reinartz;J. Mark.,2003
4. Combating the churn phenomenon-as the problem of customer defection increases, carriers are having to find new strategies for keeping subscribers happy.;Siber;Telecommun.-Int. Ed.,1997
5. Customer perceived value, satisfaction, and loyalty: The role of switching costs;Yang;Psychol. Mark.,2004