{"id":"https://openalex.org/W2189409372","doi":null,"title":"Customer retention : case studies of agencies in the professional service sector","display_name":"Customer retention : case studies of agencies in the professional service sector","publication_year":2009,"publication_date":"2009-01-01","ids":{"openalex":"https://openalex.org/W2189409372","mag":"2189409372"},"language":"en","primary_location":{"id":"pmh:oai:DiVA.org:ltu-52333","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-52333","pdf_url":null,"source":{"id":"https://openalex.org/S7407055297","display_name":"DiVA (Lule\u00e5 University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I190632392","host_organization_name":"Lule\u00e5 University of Technology","host_organization_lineage":["https://openalex.org/I190632392"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/bachelorThesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-52333","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5043155392","display_name":"Jessica Mascareigne","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Jessica Mascareigne","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5043155392"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.004800000227987766,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":1.0},{"id":"https://openalex.org/keywords/professional-service-firms","display_name":"professional service firms","score":0.9200000166893005},{"id":"https://openalex.org/keywords/advertising-agencies","display_name":"advertising agencies","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.6259999871253967},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8529999852180481},{"id":"https://openalex.org/keywords/switching-barriers","display_name":"switching barriers","score":0.9819999933242798},{"id":"https://openalex.org/keywords/retention-strategies","display_name":"retention strategies","score":0.6389999985694885},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.6830000281333923},{"id":"https://openalex.org/keywords/client-participation","display_name":"client participation","score":0.4830000102519989}],"concepts":[{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.8855189085006714},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7128092050552368},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.616950273513794},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5329051613807678},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.530385434627533},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.43536388874053955},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.35981106758117676},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3442035913467407},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.1631411910057068},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.08156794309616089},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0712246298789978}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:DiVA.org:ltu-52333","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-52333","pdf_url":null,"source":{"id":"https://openalex.org/S7407055297","display_name":"DiVA (Lule\u00e5 University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I190632392","host_organization_name":"Lule\u00e5 University of Technology","host_organization_lineage":["https://openalex.org/I190632392"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/bachelorThesis"},{"id":"mag:2189409372","doi":null,"is_oa":false,"landing_page_url":"http://ltu.diva-portal.org/smash/get/diva2:1025703/FULLTEXT01","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:DiVA.org:ltu-52333","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-52333","pdf_url":null,"source":{"id":"https://openalex.org/S7407055297","display_name":"DiVA (Lule\u00e5 University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I190632392","host_organization_name":"Lule\u00e5 University of Technology","host_organization_lineage":["https://openalex.org/I190632392"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/bachelorThesis"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":31,"referenced_works":["https://openalex.org/W1505999675","https://openalex.org/W1533941655","https://openalex.org/W1556808170","https://openalex.org/W1572121282","https://openalex.org/W1973849164","https://openalex.org/W1987213830","https://openalex.org/W1989444682","https://openalex.org/W1989502954","https://openalex.org/W1990969945","https://openalex.org/W1996743124","https://openalex.org/W2014171989","https://openalex.org/W2016660739","https://openalex.org/W2023609280","https://openalex.org/W2023796480","https://openalex.org/W2037471058","https://openalex.org/W2060536897","https://openalex.org/W2070054856","https://openalex.org/W2075578818","https://openalex.org/W2076111670","https://openalex.org/W2078396161","https://openalex.org/W2090266480","https://openalex.org/W2094519373","https://openalex.org/W2099812626","https://openalex.org/W2120260080","https://openalex.org/W2123800139","https://openalex.org/W2137247419","https://openalex.org/W2138123110","https://openalex.org/W2139041217","https://openalex.org/W2155152989","https://openalex.org/W2170430750","https://openalex.org/W2727274365"],"related_works":["https://openalex.org/W1579955310","https://openalex.org/W1973187271","https://openalex.org/W2102857884","https://openalex.org/W2995205985","https://openalex.org/W2159363671","https://openalex.org/W7043790001","https://openalex.org/W1571606356","https://openalex.org/W2016572236","https://openalex.org/W7118989630","https://openalex.org/W2504588997"],"abstract_inverted_index":{"In":[0],"recent":[1],"years,":[2],"customer":[3,25,193],"retention":[4,26,217],"has":[5],"gained":[6],"increased":[7],"value":[8],"among":[9],"both":[10],"goods":[11],"and":[12,27,30,33,95,104,195,231],"service":[13,38,51,69,109,158,215],"providing":[14],"firms.":[15],"However":[16],"although":[17],"extensive":[18],"research":[19,34],"exist":[20],"on":[21,35,165],"the":[22,67,74,133,143,166,172,183,190,196,202,220,228],"concept":[23],"of":[24,100,168,192,198],"its":[28],"measures":[29],"instruments,":[31],"studies":[32,65],"how":[36,49],"professional":[37,50,68,108,157,214],"firms":[39,134],"retain":[40,53,153],"their":[41,54,127],"customers":[42,56,154,181,229],"remain":[43],"limited.":[44],"Hence,":[45],"in":[46,66,73,150],"this":[47,101,146],"thesis":[48],"providers":[52,110,159],"targeted":[55],"over":[57,155],"time":[58,156],"will":[59],"be":[60,233],"investigated":[61],"through":[62,82],"four":[63,85],"case":[64],"industry,":[70],"more":[71,163],"specifically":[72],"advertising":[75,87],"sector.":[76],"The":[77,98,129,185],"empirical":[78],"data":[79],"was":[80],"collected":[81],"interviews":[83],"with":[84,171],"Swedish":[86],"agencies:":[88],"Lowe":[89],"Brindfors,":[90],"Fav\u00f6r":[91],"Reklambyr\u00e5,":[92],"Holy":[93],"Diver":[94],"Vinter":[96],"Reklambyr\u00e5.":[97],"findings":[99,144,186],"study":[102,147],"first":[103],"foremost":[105],"indicate":[106,148],"that":[107,149,189],"do":[111],"not":[112],"have":[113],"any":[114],"formal":[115],"nor":[116],"standardized":[117],"procedure":[118],"which":[119],"they":[120],"follow":[121],"when":[122],"it":[123,175],"comes":[124],"to":[125,138,152,161,182,223,226,232,235],"retaining":[126,209],"customers.":[128,210],"strategies":[130,204,218],"employed":[131,205],"by":[132,206],"are":[135,201,219],"highly":[136],"customized":[137],"each":[139],"individual":[140],"customer.":[141],"Further":[142],"from":[145],"order":[151],"need":[160],"place":[162],"efforts":[164],"creation":[167,191,197],"personal":[169],"relationships":[170],"clients,":[173],"as":[174],"is":[176],"a":[177],"strong":[178],"bond":[179],"tying":[180],"firm.":[184],"further":[187],"imply":[188],"satisfaction":[194],"switching":[199],"barriers":[200],"main":[203],"firms,":[207],"for":[208],"Other":[211],"factors":[212],"affecting":[213],"firms\u2019":[216,221],"ability":[222],"convey":[224],"confidence,":[225],"get":[227],"involved,":[230],"able":[234],"deliver":[236],"good":[237],"quality":[238],"services.":[239]},"counts_by_year":[{"year":2021,"cited_by_count":1}],"updated_date":"2026-11-06T12:05:46.655746","created_date":"2016-06-24T00:00:00"}
