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.