How operational performance impacts customer retention : insights from retail data
In recent years, online business has grown to account for 10.2% of sales in the retail industry. In this study, I look at how consumers react to operational performance or under-performance when purchasing online, and how this relates to customer retention. The operational performance is measured as...
| Main Author: | |
|---|---|
| Format: | masterThesis |
| Language: | eng |
| Published: |
2019
|
| Subjects: | |
| Online Access: | http://hdl.handle.net/10400.14/26909 |
| Country: | Portugal |
| Oai: | oai:repositorio.ucp.pt:10400.14/26909 |