Data · dataset · 2004
The Effects of Customer Relationship Management on Customer Defection Rates and Customer Loyalty: An Empirical Study in Financial Services
Listed in Harvard Dataverse
This study categorized the customer relationship strategies as organization functional and customer functional strategies, and investigated their effects on customer loyalty through the affective and calculative commitments.
Description
The data were collected by using questionnaires form consumers of financial services and analyzed using Linear Structure Relation (LISREL). The results indicated that customer functional strategies had stronger effects on customer loyalty than organization functional strategies.
Affective commitment was empirically confirmed to be the mediating variable between customer relationship management strategies and customer loyalty. The effect of customer relationship management strategies had less significant effects than through affective commitment on customer loyalty. Calculative commitment was also found failing to create customer loyalty.
Links
Where it is published
- Dataverse dataset page dataverse.harvard.edu/dataset.xhtml?persistentId=doi%3A10.6141%2FTW-SRDA-E90057-1 ↗
landing page · from Harvard Dataverse
- DOI doi.org/10.6141/tw-srda-e90057-1 ↗
DOI / persistent id · from Harvard Dataverse
Catalogue records · 1
- Dataverse API dataverse.harvard.edu/api/datasets/:persistentId/?persistentId=doi%3A10.6141%2FTW-SR… ↗
metadata API · from Harvard Dataverse
Topics
- Inferred from text
- Strategy, management and organisational behaviour 74%
Provenance · 1 source records, 6 field assertions
| Source | Key | Last seen | Raw |
|---|---|---|---|
| Harvard Dataverse | doi:10.6141/TW-SRDA-E90057-1 | 12 d ago | JSON v1 |
| Field | Assertion | Extractor | Evidence |
|---|---|---|---|
| concepts[field].anzsrc:group:3507 | enrichment · Harvard Dataverse | taxonomy-embedding@1.1.0 | title+keywords+description (74%) |
| created_date | source · Harvard Dataverse | connector:dataverse@1.0.0 | |
| description | source · Harvard Dataverse | connector:dataverse@1.0.0 | /description |
| publication_date | source · Harvard Dataverse | connector:dataverse@1.0.0 | |
| title | source · Harvard Dataverse | connector:dataverse@1.0.0 | /name |
| updated_date | source · Harvard Dataverse | connector:dataverse@1.0.0 |