Subscriber retention management: SRM framework and future research agenda
Denis Muratcehajic,
Sandra Maria Correia Loureiro
Abstract:Purpose
This article aims to systematically review the fragmented but increasingly relevant research field of customer retention management in subscription scenarios, proposing the subscriber retention management framework for retention management in subscription settings and directing future research.
Design/methodology/approach
The authors systematically reviewed 1,295 articles to offer a comprehensive, unbiased overview on customer retention management in subscription-based services. From 122 selected art… Show more
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