Which features increase customer retention? : most companies aspire to design goods and services that encourage repeat business. Yet businesses often invest in expensive features without adequately understanding how the features that attract new customers may differ from those that retain existing ones / Rebecca W. Hamilton, Roland T. Rust, Chekitan S. Dev.

Format:

Book

Author/Creator:

Hamilton, Rebecca W., author.

Rust, Roland T., author.

Dev, Chekitan S. (Chekitan Singh), 1959- author.

Language:

English

Subjects (All):

Customer loyalty.

Consumer satisfaction.

Rate of return.

Physical Description:

1 online resource (1 volume)

Contained In:

MIT Sloan management review Vol. 58, no. 2 (Winter 2017)

Place of Publication:

[Cambridge, Massachusetts] : MIT Sloan Management Review, 2017.

Notes:

Description based on online resource; title from title page (viewed January 27, 2017).

"Reprint #58202."

Includes bibliographical references.

OCLC:

970664900