Kalyani Menon

Wilfrid Laurier University

75 University Ave W

Waterloo, Ontario N2L 3C5

Canada

  • Wilfrid Laurier University

SCHOLARLY PAPERS

2

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Scholarly Papers (2)

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1.

Building Customers' Affective Commitment Towards Retail Banks: The Role of Crm in Each 'Moment of Truth'

Journal of Financial Services Marketing, Vol. 12, No. 2, p. 157, 2007
Number of pages: 12 Posted: 08 Apr 2009
Kalyani Menon and Aidan O'Connor
Wilfrid Laurier University and ESCEM School of Business and Management
Downloads 509 (65,544)

Abstract:

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Customer relationship management , CRM , banker - customer interaction , affective

2.

For Better or for Worse? Adverse Effects of Relationship Age and Continuance Commitment on Positive and Negative Word of Mouth

European Journal of Marketing, Vol. 47 No. 10, 2013
Number of pages: 24 Posted: 21 Dec 2014
Chatura Ranaweera and Kalyani Menon
Wilfrid Laurier University - School of Business and Wilfrid Laurier University
Downloads 32 (536,164)

Abstract:

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Relationship age, Continuous commitment, Customer satisfaction, Word of mouth, Services marketing