TITLE

Customer retention in the auto industry

AUTHOR(S)
Ettlie, John E.
PUB. DATE
March 1998
SOURCE
Automotive Manufacturing & Production;Mar1998, Vol. 110 Issue 3, p20
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
Describes the customer retention model introduced in the book `Customer Retention in the Automotive Industry' by Mike Johnson and his colleagues. Use of the `exit-voice' theory as an underlying assumption; Example to illustrate the model.
ACCESSION #
378894

 

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