Promoting perceived service quality and organisational performance through customer retention strategies: the moderating role of ICT

Promoting perceived service quality and organisational performance through customer retention strategies: the moderating role of ICT

Purpose – The major objective of the study is to investigate the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail sector in Zimbabwe. Also, the study sought to un...

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Bibliographic Details
Main Authors: Chikazhe Lovemore, Desderio Chavunduka, Shakemore Chinofunga, Rumbidzai Patience Marere, Oniwel Chifamba, Martha Kaviya
Format: Article
Language:English
Published: Emerald Publishing 2023-12-01
Series:European Journal of Management Studies
Subjects:
Organizational performance
Customer retention strategies
Information and communication technology
Retail sector
Perceived service quality
Zimbabwe
Online Access:https://www.emerald.com/insight/content/doi/10.1108/EJMS-01-2023-0003/full/pdf

Internet

https://www.emerald.com/insight/content/doi/10.1108/EJMS-01-2023-0003/full/pdf

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