C ustomer Relationship Management (CRM) is premised on the belief that developing a relationship with customers is the best way to get them to become loyal and that loyal customers are more profitable than non-loyal customers. Frederick Reichheld has argued that a company can achieve significant increases in profits from only small improvements in customer retention rates. The strategy is to en...

Flow recession curves of rivers are commonly simulated by the equation of a single linear reservoir which is determined by one parameter, the retention constant. In reality, however, retention-discharge characteristics are hardly linear and recession curves can be approximated only sectionwise by linear reservoirs with retention "constant" values which increase while discharge decreases. In the...

This study investigates the moderating role of mind wandering in influencing the relationships between on-task thought and two functional outcomes of interacting with technology (i.e., creativity and knowledge retention). The study extends the content regulation hypothesis of mind wandering by differentiating mind wandering into two categories—technology-related and nontechnology-related. The s...

Underrepresented populations (e.g., women in engineering majors) often report higher levels of test anxiety, which has been related to the use of surface study strategies, procrastination, and poor exam performance. The purpose of this study is to gain a better understanding of the relationship between test anxiety and first semester performance and first year retention among engineering studen...