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As the competitive environment of the banking industry becomes increasingly fierce, it is important for industry players to nurture and keep customers loyal who will contribute to their long-term growth and profitability. Customer retention is critical for sustaining organisational existence and...

The downstream petroleum retail sector in Zambia has become fiercely competitive with the mushrooming of oil marketing companies (OMCs) all vying for the same customer base in a market where fuel products are homogeneous, and prices are uniformly regulated. The limited differentiation has led to...