Previous research has extensively studied the determinantsof customer loyalty and switching behavior but hasgiven little attention to what happens after a customerhas switched away froma service provider. In this article,the perhaps most important manifestation of suchpostswitching...

Recently, customer lifetime value (CLV) has become an accepted metric for measuring the relative attractiveness of a customer or a customer segment. Measurement issues of CLV have been addressed in a fairly large number of empirical studies, while prediction of CLV has received much less...