Customer retention model developed by Joel E.
Ross. This model states the fact that customer retention will improve profit.
This model describes that employee’s satisfaction in the company is the driver for the whole exercise.
If
employees are not satisfied with the prevailing culture of the organization,
customer retention will be impossible.
This
model states that customer retention is dependent on customer satisfaction.
This
model also states that, the integrated form of system and human component will
maximize profit.
Internal
service quality reflects the organizational culture and external service
quality reflects the availability of infrastructure in the system.
