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The Assessment of Customer Retention within Luxury Segment: Case of Skincare Product
2015 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This thesis tries to study luxury customers’ perception in order to gain better understanding for relationship management and customer retention. Our research was narrowed down to study the effects of different quality dimensions and switching costs on customer retention through interviews in focus groups. According to the thesis findings regarding quality, object quality matters the most to the luxury customers. While process and infrastructure quality were the least important ones. In terms of switching costs, luxury customers tend to worry about performance greatly, however other known switching barriers e.g. financialproblems do not worry them significantly.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-44980Local ID: 2b99317b-f41e-4975-8588-c22e2bbfdd31OAI: diva2:1018259
Subject / course
Student thesis, at least 15 credits
Educational program
Business Administration, master's level
Validerat; 20150330 (marikav)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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