Customer retention in the insurance industry: Using survival analysis to predict cross-selling opportunities
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
In mature markets like financial services, customer retention provides a number of intrinsic benefits to firms.
“In mature markets like financial services, customer retention provides a number of intrinsic benefits to the firms (Harrison and Ansell 2002; Pickett et al. 2017).”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Harrison and Ansell 2002
Cites
Zero defections: quality comes to services.
Reichheld, F. F., & Sasser, W. E. (1990) · PubMed · Cited by 5,373 · see citing works
Customer defection: a study of the student market in Ireland
Colgate, M., Stewart, K., & Kinsella, R. (1996) · International Journal of Bank Marketing · doi:10.1108/02652329610113144 · Cited by 194 · see citing works
The hidden advantages of customer retention
Reichheld, F. F., & Kenny, D. W. (1990) · Cited by 186 · see citing works
An exploration of customer exit in retail banking
Stewart, K. (1998) · International Journal of Bank Marketing · doi:10.1108/02652329810197735 · Cited by 170 · see citing works
Designing a Customer Retention Plan
DeSouza, G. R. (1992) · Journal of Business Strategy · doi:10.1108/eb039477 · Cited by 108 · see citing works
A New System for Rating Service Quality
Liswood, L. A. (1989) · Journal of Business Strategy · doi:10.1108/eb039321 · Cited by 27 · see citing works
Mapping Customer Segments for Personal Financial Services: Replication and Validation
Harrison, T. (1997) · Cited by 14 · see citing works
Self-citation
Flagged first, then by citations
Cited by
Sorted by citations
Kautish, P., Khare, A., & Sharma, R. (2022) · Journal of Marketing Analytics · doi:10.1057/s41270-021-00134-7 · Cited by 25 · see citing works
Explaining customers’ financial service choice with loyalty and cross-buying behaviour
Estrella-Ramón, A. (2017) · Journal of Services Marketing · doi:10.1108/jsm-05-2015-0189 · Cited by 9 · see citing works
- Authors
- Harrison, T., & Ansell, J.
- Affiliations
- University of Edinburgh (GB)
- Corresponding author
- Harrison, Tina
- Venue
- Journal of Financial Services Marketing
- Published
- 2002-03
- Volume
- 6
- Issue
- 3
- Pages
- 229-239
- ISSN
- 1363-0539 (ISSN-L)
- 1479-1846
- OpenAlex
- W2056493025
- Cited by
- 65
- References
- 7
- Citations by year
- 2026: 1 · 2025: 3 · 2024: 2 · 2023: 2 · 2022: 1 · 2021: 2 · 2020: 1 · 2019: 3 · 2018: 3 · 2017: 2 · 2016: 2 · 2015: 4 · 2014: 4 · 2013: 6 · 2012: 7
- FWCI
- 4.44
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- www.springer.com/tdm (tdm)
- Locations
- Journal of Financial Services Marketing (publishedVersion)
- Funders
- University of Southampton
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Economics, Econometrics and Finance › Economics and Econometrics › Insurance and Financial Risk Management
- Keywords
- customer retention, cross-selling, insurance industry, survival analysis, saturated markets, financial institutions, data warehouse
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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