Upaya Relasional dan Outcome Relasional dalam Membangun Retensi Pelanggan pada Peritel

Abstract

This research tries to elaborate how the relationship trough relationship outcomes in
hypermarket and warehouse store can influence the customer retention. The research sample was
shoppers in hypermarket and warehouse store in Surabaya which run relationship efforts' such as
Carrefour, Makro, Alfa, Indogrosir and Hypermart.
:, " This research proves that the perception o/'customer relationship e/forts influences the
relationship outcomes which in turn affect the customer retention. tn addition this study has some
practical implications such as: (11 the relationship effort strategy (2) the relationship outcomes;
(3) the customer retention and (4) propose a new conceptual framework.

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