Blar i BI Open på forfatter "Castro, Gene Steffan Chalan"
-
The impact of customer-initiated communication and customer behaviour on contract renewal likelihood: An empirical study
Guevara, Carolina E. Cruz; Castro, Gene Steffan Chalan (Master thesis, 2018)PURPOSE The purpose of the thesis is to contribute to customer retention literature by developing an empirical model explaining which drivers affect renewal likelihood in a contractual context. The framework consists ...