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...
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| Formato: | masterThesis |
| Idioma: | eng |
| Publicado em: |
2019
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| Assuntos: | |
| Texto completo: | http://hdl.handle.net/10400.14/26909 |
| País: | Portugal |
| Oai: | oai:repositorio.ucp.pt:10400.14/26909 |