Proposal and validation of a theoritical model of customer retention in a service environment
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| Format: | Artículo científico |
| Sprache: | en |
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Universidade de São Paulo
2018
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| _version_ | 1876461055071223808 |
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| author | Giancarlo Dal Bó |
| author_facet | Giancarlo Dal Bó |
| contents | Proposal and validation of a theoritical model of customer retention in a service environment Giancarlo Dal Bó Gabriel Sperandio Mila Deonir De Toni1 Administración y Contabilidad Co Value creation Resources Retention Customer retention is an imperative for competitiveness within organizations, with important reflexes in their profitability and income. Although studies of customer retention determinants have been conducted for at least three decades, the constructs employed in the elaboration of the models have gone through few changes throughout this time. In this sense, a new Theoretical Model has been developed and tested. Such model contemplates the constructs of Value Proposition, Operand Resources, Operant Resources, Value Facilitation, Value Co-creation and Value in use as determinants in the Customer Retention. The study was conducted via a survey, with a pooling of 273 clients of a banking institution. The result analysis used the Modeling of Structural Equation to analyze and understand the relations which make up the proposed Theoretical Model. The results show that the proposed Theoretical Model has shown satisfactory adjustment indexes, taking into account their originality. 2018 artículo científico 2531-0488 https://www.redalyc.org/articulo.oa?id=553856532007 https://www.redalyc.org/journal/5538/553856532007/ https://www.redalyc.org/journal/5538/553856532007/html/ https://www.redalyc.org/journal/5538/553856532007/553856532007.epub https://www.redalyc.org/journal/5538/553856532007/movil en http://www.redalyc.org/revista.oa?id=5538 RAUSP Management Journal application/pdf Universidade de São Paulo RAUSP Management Journal (Brasil) Num.2 Vol.53 |
| format | Artículo científico |
| id | redalyc_553856532007 |
| institution | Redalyc |
| language | en |
| publishDate | 2018 |
| publisher | Universidade de São Paulo |
| spellingShingle | Proposal and validation of a theoritical model of customer retention in a service environment Giancarlo Dal Bó Administración y Contabilidad Co Value creation Resources Retention Proposal and validation of a theoritical model of customer retention in a service environment Giancarlo Dal Bó Gabriel Sperandio Mila Deonir De Toni1 Administración y Contabilidad Co Value creation Resources Retention Customer retention is an imperative for competitiveness within organizations, with important reflexes in their profitability and income. Although studies of customer retention determinants have been conducted for at least three decades, the constructs employed in the elaboration of the models have gone through few changes throughout this time. In this sense, a new Theoretical Model has been developed and tested. Such model contemplates the constructs of Value Proposition, Operand Resources, Operant Resources, Value Facilitation, Value Co-creation and Value in use as determinants in the Customer Retention. The study was conducted via a survey, with a pooling of 273 clients of a banking institution. The result analysis used the Modeling of Structural Equation to analyze and understand the relations which make up the proposed Theoretical Model. The results show that the proposed Theoretical Model has shown satisfactory adjustment indexes, taking into account their originality. 2018 artículo científico 2531-0488 https://www.redalyc.org/articulo.oa?id=553856532007 https://www.redalyc.org/journal/5538/553856532007/ https://www.redalyc.org/journal/5538/553856532007/html/ https://www.redalyc.org/journal/5538/553856532007/553856532007.epub https://www.redalyc.org/journal/5538/553856532007/movil en http://www.redalyc.org/revista.oa?id=5538 RAUSP Management Journal application/pdf Universidade de São Paulo RAUSP Management Journal (Brasil) Num.2 Vol.53 |
| title | Proposal and validation of a theoritical model of customer retention in a service environment |
| topic | Administración y Contabilidad Co Value creation Resources Retention |
| url | https://www.redalyc.org/articulo.oa?id=553856532007 https://www.redalyc.org/journal/5538/553856532007/ https://www.redalyc.org/journal/5538/553856532007/html/ https://www.redalyc.org/journal/5538/553856532007/553856532007.epub https://www.redalyc.org/journal/5538/553856532007/movil |