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Cited by 611

The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.

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

Lemon, Katherine N., White, Tiffany Barnett, Winer, Russell S.·2002·Journal of Marketing
DOI 10.1509/jmkg.66.1.1.18447
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Abstract

The authors examine the influence of customer future-focused considerations, over and above the effects of satisfaction, on the customer's decision to discontinue a service relationship. The authors find that expected future use and anticipated regret influence this decision. Understanding and managing these future-focused considerations is critical to successful dynamic customer relationship management.

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Crossref · 10.1509/jmkg.66.1.1.18447

Cites

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Citations

Cites

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Metadata

Authors
Lemon, K. N., White, T. B., & Winer, R. S.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
2002-01
Volume
66
Issue
1
Pages
1-14
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1509/jmkg.66.1.1.18447
OpenAlex
W2027617211
Cited by
611
References
6
FWCI
37.90
Type
journal article
Language
en
Open access
closed

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CoChat. (2026). Citation check: Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision. https://app.cochat.ai/papers/10.1509/jmkg.66.1.1.18447
The paper
Lemon, K. N., White, T. B., & Winer, R. S. (2002). Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision. Journal of Marketing. https://doi.org/10.1509/jmkg.66.1.1.18447

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.