Dr Barbara McCrory's Outputs (2)

A holistic framework to embed good company practice for customer retention (2017)
Journal Article
McCrory, B., Pilcher, N., & McMillan, J. (2017). A holistic framework to embed good company practice for customer retention. The TQM magazine, 29(2), 257-275. https://doi.org/10.1108/TQM-11-2015-0139

Purpose: To detail a holistic practice based guiding framework for improving customer retention, which helps companies instil a customer service culture through encouraging them to concentrate on the three key areas of culture, continuous improvement... Read More about A holistic framework to embed good company practice for customer retention.

Customer retention through the equal incorporation of continuous improvement(CI), culture and customer service (2013)
Thesis
McCrory, B. Customer retention through the equal incorporation of continuous improvement(CI), culture and customer service. (Thesis). Edinburgh Napier University. Retrieved from http://researchrepository.napier.ac.uk/id/eprint/6439

Customer retention has long been considered an important element in achieving competitive advantage for business organisations. The increasingly turbulent economic environment has brought this again to the fore for many organisations.
Through the de... Read More about Customer retention through the equal incorporation of continuous improvement(CI), culture and customer service.