Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision

By Katherine N. Lemon, T. White, R. Winer. 2002

646 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/8e17a820f32c65d5133aa19dbad84855ba04844c

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

1. Naresh K. Malhotra
2. Rujirutana Mandhachitara
3. Yaowalak Poolthong
4. M. Zeelenberg
5. Michael Lewis
6. Sung S. Kim
7. Rik Pieters
8. Tao Zhou

In Organizational Behavior and Human Resource Management

1. M. Zeelenberg
2. Rik Pieters
3. Dirk Van den Poel
4. Naresh K. Malhotra
5. Sung S. Kim
6. Rujirutana Mandhachitara
7. Yaowalak Poolthong
8. Vladimir Zwass

In Social Psychology

1. Rik Pieters
2. M. Zeelenberg
3. Rujirutana Mandhachitara
4. Yaowalak Poolthong
5. Michael Lewis
6. Sung S. Kim
7. Naresh K. Malhotra
8. Seger M. Breugelmans

Citations in the corpus

• A Longitudinal Model of Continued IS Use: An Integrative View of Four Mechanisms Underlying Postadoption Phenomena (2005, background): “Bem's (1972) self-perception theory is probably one of the theories most often referenced as a conceptual backdrop for feedback mechanisms (Ouellette and Wood 1998, Bajaj and Nidumolu 1998, Melone 1990, Lemon et al. 2002).”
• A transactional model of forgiveness in the service failure context: a customer‐driven approach (2011, neutral): “providers (Berscheid et al., 1973; Goodwin and Ross, 1992; Lemon et al., 2002).”
• A model of customer loyalty and corporate social responsibility (2011, background): “, 2004; Chiou and Droge, 2006; Reicheheld, 1993; Reichheld, 1996) as profits can be increased over the lifetime of a customer through his/her retention (Lemon et al., 2002; Reichheld and Sasser, 1990).”
• Servitization and operations management: a service dominant-logic approach (2014, background): “Given that value is created in the use encounter, situational or contextual conditions of that encounter could affect the co-creation of value (Beverland et al, 2004; Flint et al, 2002; Lemon et al, 2002; Lapierre et al., 2008).”
• A Theory of Regret Regulation 1.0 (2007, background): “Similarly, Lemon, White, and Winer (2002) found that anticipated regret promotes the choice of the status quo option in services.”
• The Influence of Loyalty Programs and Short-Term Promotions on Customer Retention (2004, result): “This assumption is consistent with previous findings in the literature that expectations of the future can affect consumers’ current-period decisions (e.g., Boulding et al. 1993; Lemon, White, and Winer 2002).”