Use this URL to cite or link to this record in EThOS:
Title: Customer retention management : influence of context on practice
Author: Ahmad, Rizal
Awarding Body: The University of Manchester
Current Institution: University of Manchester
Date of Award: 1999
Availability of Full Text:
Access from EThOS:
This thesis reports a study that investigated customer retention practices in four business contexts: a bank; a sales company; a chemical processing company; atid an airport. The main objective of the study is to understand the 'contextualised' phenomena associated with customer retention management and in particular the influences of contextual factors on the firms' customer retention practices, in addition, the study examined the applicability of current theory to the four firms.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (D.B.A.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available