Bolton, R.N.

customer service marketing relationship effect behavior price research organization value program influence customer behavior service organization usage satisfaction journal service organizations customer asset management asset length loyalty instrument cross-buying management company marketing instruments framework channel model loyalty programs relationship length price perceptions perception marketing activities revenue decision customer lifetime value study purchase consumer depth customer behaviors loyalty program example breadth service usage increase quality marketing science customer base customer relationships activity retention marketing research bolton lifetime proposition customer retention science cusams framework market relationship marketing instruments verhoef business customer satisfaction level customer asset lemon future service usage levels renewal change relationship depth industry product relationship breadth harvard business review review pricing