You will never walk alone : relationship strength and customer retention.
Koh, Shu Er.
Low, Kirby Lai Meng.
Phua, Cheryl Tshi Mei.
Date of Issue2005
College of Business (Nanyang Business School)
Through this research study, it is observed that developing a close relationship with customers is essential. Maintaining good customer relationship play a part in establishing and retaining their loytalty, which results in positive Word-of-Mouth (WOM) and an increase in Degree of Tolerance.
Final Year Project (FYP)
Nanyang Technological University