Relationship marketing in the financial services industry: The importance of customer education, participation and problem management for customer loyalty
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Customer attraction costs are higher than retention costs in services.
“It is often argued that customer attraction costs are higher than retention costs in services (Eisingerich and Bell 2006; Ennew and Binks 1996).”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Eisingerich and Bell 2006
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Kautish, P., Khare, A., & Sharma, R. (2022) · Journal of Marketing Analytics · doi:10.1057/s41270-021-00134-7 · Cited by 25 · see citing works
- Authors
- Eisingerich, A. B., & Bell, S. J.
- Affiliations
- University of Cambridge (GB)
- Corresponding author
- Eisingerich, Andreas B.
- Venue
- Journal of Financial Services Marketing
- Published
- 2006-05
- Volume
- 10
- Issue
- 4
- Pages
- 86-97
- ISSN
- 1363-0539 (ISSN-L)
- 1479-1846
- OpenAlex
- W2044773675
- Cited by
- 160
- References
- 48
- Citations by year
- 2026: 4 · 2025: 3 · 2024: 3 · 2023: 21 · 2022: 9 · 2021: 11 · 2020: 10 · 2019: 8 · 2018: 11 · 2017: 10 · 2016: 10 · 2015: 7 · 2014: 9 · 2013: 9 · 2012: 8
- FWCI
- 7.63
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- www.springer.com/tdm (tdm)
- Locations
- Journal of Financial Services Marketing (publishedVersion)
- Minerva Access (University of Melbourne) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- relationship marketing, customer loyalty, client education, customer participation, problem management, financial services
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