1. Strauss, B. and Friege, C. (1999) Regaining service customers: costs and benefits of regaining management. Journal of Service Research, 1(4), 347–361.
2. Thomas, J., Blattberg, R.C., and Fox, E.J. (2004) Recapturing lost customers. Journal of Marketing Research, 41(1), 31–45.
3. Tokman, M., Davis, L.M., and Lemon, K.N. (2007) The WOW factor: creating value through win-back offers to reacquire lost customers. Journal of Retailing, 83(1), 47–64.
4. Reinartz, W.J., Thomas, J., and Kumar, V. (2005) Balancing acquisition and retention resources to maximize customer profitability. Journal of Marketing, 69(1), 63–79.