Evert de Haan

University of Groningen - Department of Marketing & Marketing Research

PhD Candidate

Netherlands

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Scholarly Papers (1)

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The Predictive Ability of Different Customer Feedback Metrics for Retention

International Journal of Research in Marketing, Forthcoming
Number of pages: 42 Posted: 24 Feb 2015
Evert de Haan, Peter C. Verhoef and Thorsten Wiesel
University of Groningen - Department of Marketing & Marketing Research, University of Groningen - Department of Marketing & Marketing Research and University of Muenster
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Abstract:

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Customer feedback metrics, Customer satisfaction, Net Promoter Score, Customer Effort Score, Customer retention, Firm performance