Amb motiu del tancament d'estiu, la validació de documents es reprendrà a partir del 28 d'agost de 2026. Disculpeu les molèsties.
Con motivo del cierre de verano, la validación de documentos se reanudará a partir del 28 de agosto de 2026. Disculpad las molestias
Due to the summer closure, document validation will resume starting August 28, 2026. We apologize for any inconvenience.

Files

661449.pdf (357.67 KB)

Document type

Article

Version

Published version

Publication date

2018

Publication license

cc-by (c) Valenzuela Fernández et al., 2018
Please use this identifier to cite or link to this item: https://hdl.handle.net/2445/191033

Fuzzy indicators for customer retention

Journal Title

Authors

Director/Tutor

Journal ISSN

Volume Title

Related resource

https://doi.org/10.1177/1847979016670526

Abstract

It is widely known that market orientation (MO) and customer value help companies achieve sustainable sales growth over time. Nevertheless, one cannot ignore the existence of a gap on how to measure this relationship. Following this idea, this study proposes six fuzzy key performance indicators that aims to measure customer retention and loyalty of the portfolio. The work uses 300 sales executives. This exploratory study concludes that indicators such as MO, customer orientation (CO), degree of CO value of sales force, innovation capability, lifetime value, and customer service quality positively influence customer retention and loyalty portfolio.

Subject

Serveis d'atenció al client, Promoció de vendes, Creixement de l'empresa

Subject (English)

Customer services, Sales promotion, Corporate growth

Citation

Collections

Articles publicats en revistes (Empresa)

Citation

VALENZUELA-FERNÁNDEZ, Leslier, et al. Fuzzy indicators for customer retention. Kybernetes. 2018. Vol. 8. ISSN 0368-492X. [consulted: 16 of August of 2026]. Available at: https://hdl.handle.net/2445/191033

Export metadata

JSON - METS

Share record