2014•Developments in marketing science: proceedings of the Academy of Marketing ScienceRequires access

Customer Satisfaction and Customer Retention: An Examination of Small Businesses and Their Banks in the UK

Christine Ennew, Martin Binks, Brian Chiplin

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Key concepts: Customer retention, Business, Customer satisfaction, Customer base, Customer advocacy, Marketing, Customer delight, Customer profitability

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Customer Satisfaction and Customer Retention: An Examination of Small Businesses and Their Banks in the UK — Research Paper | ScholarLens