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Customer retention has been shown by academic researchers to be more profitable than customer acquisition. However, its implementation in the business environment has not been so successful. One of the reasons for this is that customer retention can be achieved in several ways (i.e. loyalty programs, affinity cards and switching costs) and that the translation from the concept of “retaining customers” to the actions and strategies to retain them is not always easy. One of the most attractive strategies to ensure that customers remain within the organisation is through cross-selling and up-selling. In short, the objective is to increase the number (or the value) of the products that a customer buys from a company to make it more difficult for him/her to leave. Whilst academic research has deeply investigated the concepts of loyalty, retention programs and trust, amongst others, cross-selling has not received the same level of attention. Moreover, existing research on cross-selling has been focused on products rather than on services. Finally, this research has mostly been conceptual in nature, with limited attempts to model or design practical cross-selling and up-selling strategies. In order for crossselling and up-selling to be effective retention strategies, they need to be tailored to the needs of the customer. The offer must be adequate in terms of the target (who is going to buy the product), the content (what is going to be purchased) and a time (when is the right moment to offer the new product). This thesis investigates customer retention and cross-selling and up-selling from a practical point of view in the financial services industry. Firstly, it assesses the importance of the concepts of customer retention and cross-selling and up-selling through several interviews conducted with financial services providers (insurance companies, building societies and independent financial industry bodies). Having established the relevance of these concepts in the industry, the next step developed and applied a framework to design cross-selling and up-selling strategies. This framework, named the “Who-What-When” framework, was applied to the transactional and customer data bases of two financial services providers (a Spanish insurance company and a UK building society). The “Who-What-When” method ii begins by segmenting the customer base in order to understand the characteristics and potential of each customer. It then, moves to modelling purchase propensity models, understanding the relationships between products in order to determine what product should be offered to each segment, according to their characteristics and their consumption history. Finally, it analyses the time sequence of the purchases in order to determine the right time (when the purchase is more likely to occur) to approach each customer, bearing in mind how they behave and the maturity of the products already held. The contribution of this thesis is twofold. From an academic point of view, the research demonstrates the importance of customer retention and cross-selling in the financial services industry, being both recognised as key strategic and tactical approaches for the future of the industry. Secondly, from a practical point of view, it contributes by developing an analytical framework to discover and design crossselling and up-selling strategies, aimed at retaining customers. This is achieved through the ‘Who-What-When’ framework which takes into account customer characteristics, consumption patterns and acquisition sequence to model cross-selling activities. Therefore, it refutes the traditional approach that ‘one size fits all’, advocating tailored strategies. Finally, this research highlights, from the empirical analysis, how repurchase decision is highly influenced by the length of the relationship with the provider and the type of products already purchased. Understanding these factors is key to successfully retaining customers via crossselling.

Approved for public release, distribution is unlimited / This thesis compares characteristics that influence intended stay/leave behavior of non prior service junior naval officers from two different time periods. Samples of officers, under the rank of lieutenant, with less then six years of active duty service from the 1992 and 1999 Department of Defense Surveys of Active Duty Personnel were used for this analysis. Metrics for important determinates of retention were constructed using similar questions from both surveys. Logistic regression was used to identify significant influences on retention intentions in both survey years. Two composite dimensions positively affected retention intentions in both survey years: satisfaction with Service Attributes and satisfaction with Present Employment Attributes. Being female negatively affected retention intentions in both surveys. The minority variable, Black, the number of PCS moves, and having debt greater than $7 ,500 positively affected retention intentions, while being stationed onboard a ship, probability of finding a civilian job, and the composite dimension, satisfaction with Future Employment Attributes, negatively affected retention intentions in 1992. Influence from a significant other and the number of hours worked positively affected retention in 1999. Monetary variables were highly significant for retention intentions in 1992 but not in 1999. It is likely that the force drawdown, base closures, and a weak economy in 1992 explain these differences. / Lieutenant, United States Navy

Approved for public release; distribution is unlimited / This thesis examines the movement of personnel into, through, and out of the enlisted forces of the U.S. military services during the period FY1974-FY1987. The vehicle for this analysis is the Enlisted Transition Matrix, which is used by DOD and the Office of Management and Budget (OMB), to track the transition characteristics of the enlisted forces. The Matrix data were supplied by the Defense Manpower Data Center, Monterey, CA. The data were aggregated to the service-wide and years-of-service (YOS) level. The main conclusion of this thesis is that analysis of data aggregated to this level does not yield useful information. Economic and demographic factors fluctuated significantly during the period of interest; however, the effects of those fluctuations are not evidenced in enlisted force information aggregated to the force or YOS level. / http://archive.org/details/trendsinenlisted00good / Lieutenant Commander, United States Navy

The purpose of this study was to examine public school educators’ perceptions of factors driving teacher attrition and the variables studied in correlation to attrition issues in a select rural school district in the state of Mississippi. The findings of this study will inform local and district level school leaders through providing an indifferent perception on teacher attrition in one school district in the state of Mississippi while giving insight on why teachers are exiting the field. It will further serve as a guide for national leaders to revisit recruitment and retention methods currently used while identifying new and innovative methods for decreasing attrition rates and at the same time building a sense of stability within low performing schools. Both qualitative and quantitative data were compiled and synthesized while considering descriptive and inferential statistics to recognize emergent themes for implications of teacher retention. The findings of the study concluded that elementary teachers were more likely to be in greater agreement about teacher orientation programs than were high school teachers. Middle school teachers scored lower on teacher attrition than did teachers in elementary school, indicating that middle school teachers may be more inclined to think about leaving the teaching profession. Four of the attrition indicators (school culture, teacher evaluation accountability measures, academic learning outcomes, and instructional feedback) were statistically significant predictors of teacher attrition. The findings in this study also revealed that teachers with less experience are more inclined to leave the profession than those with more experience.

Tracking and capturing tacit knowledge of individuals in a way that can be leveraged by a company is one of the fastest growing challenges in knowledge management. In addition, the dynamism and changing role of today’s economy brings with it many challenges left with organizations to face. As employee turnover is caused by many uncontrollable factors, this paper aims at exploring how organizations can reduce its negative impact by creating and retaining critical knowledge, rather than suggesting ways in which employee turnover can be reduced.

Purpose – The purpose of this paper is to explore the causes of teachers' turnover intentions in selected Swedish schools. Research methodology – This research took the form of a qualitative research. Semi-structured interviews were used to explore the causes of teachers' turnover intentions within the schools selected for this study. The sample was composed by 9 teachers that work in Säter. In order to provide a different yet meaningful perspective, a further interview with the Säter school department has been conducted. Results – Several of the results were coherent with the literature: elements such as motivations to teach, administrative support, workload, class size and collaboration were found to be related to teachers’ turnover intentions and therefore confirmed the previous studies. However, factors like salary, mentoring, autonomy, physical conditions and orderly environment were not found to have a connection with the respondents’ turnover intentions, hence constituting a result that did not confirm the literature. Originality – This thesis extended the previous research related to the causes of teachers’ turnover intentions by focusing on Sweden, which had not been investigated yet to that matter. The Swedish context appears particularly worth researching because of both the particularity of its decentralized educational system and the widespread turnover intentions of teachers.

Övergödning är ett allvarligt miljöproblem, som bland annat orsakar omfattande blomningar av alger och blågrönbakterier. I söt- och brackvatten är fosfor ofta det mest begränsande näringsämnet för dessa organismer, varför en minskning av fosfortillförseln är nödvändig för att nå förbättringar. I Sverige beräknas jordbruket bidra med 44 % av fosforbelastningen till Egentliga Östersjön, och olika åtgärder för att minska fosforförlusterna från jordbruksmark tillämpas runtom i Sverige. Våtmarker anläggs ofta för att fånga näringsämnen och partiklar från jordbruksmark innan de läcker ut i vattendrag och slutligen i Östersjön. Tidigare utvärderingar av anlagda våtmarker i Sverige har visat på en varierande och relativt låg fastläggning av fosfor. Osäkerheten kring dessa utvärderingar är dock ganska hög, och bottnar i kunskapsluckor både vad gäller processer för fastläggning och transport av fosfor från mindre jordbruksområden. I denna avhandling utreds därför hur anlagda våtmarker fungerar som fällor för jordpartiklar och partikelbunden fosfor i områden med höga fosforförluster. Sju anlagda våtmarker i jordbruksområden med mycket lerjordar studerades, och mängden fosfor och partiklar som fastlades på botten varierade mycket mellan olika våtmarker (13-108 ton partiklar/ha/yr och 11-175 kg fosfor/ha/yr). De faktorer i området uppströms som var kopplade till fosforfastläggning var lutningen i området, markens lerhalt och innehåll av växttillgänglig fosfor samt områdets djurtäthet. Resultat från fyra våtmarker visade på en hög resuspension (partiklar från botten virvlas tillbaka upp i vattnet), men en del av de uppvirvlade partiklarna kom troligtvis från erosion från våtmarkernas sidor och inte från det material som fastlades på botten. Man såg även indikationer på resuspension från vattenprover tagna i utloppet av en annan våtmark. Där var partikelbunden fosfor klart dominerande, vilket kan ha varit en konsekvens av resuspension från botten. Variationerna av fosforkoncentrationer vid in- och utlopp i sju anlagda våtmarker studerades, för att kritiskt kunna granska tidigare retentionsskattningar. Det var stora variationer i sambanden mellan vattenflöde och fosforkoncentrationer mellan de olika våtmarkerna. De faktorer som påverkade sambandet mellan flöde och koncentration var 1) om det var varm eller kall årstid (d v s sommar eller vinter), 2) om det var högt eller lågt vattenflöde, samt 3) om inflödet bestod av ett dräneringsrör eller ett öppet dike/åfåra. I våtmarker med öppet dike som inflöde var flödes-koncentrationssambandet av totalfosfor negativt vid låga flöden och positivt vid höga flöden. De olika sambanden visar hur viktig sättet att provta vatten är, då inkommande mängd fosfor både kan över- och underskattas om man inte är medveten om sådana variationer. Vid automatisk provtagning styrd av flödesmätningen sker detta ofta i utloppet, men eftersom vattnet har en viss uppehållstid i våtmarken (speciellt sommartid) kan retentionsberäkningen påverkas av att all provtagningen styrs av flödet i utloppet.     För att identifiera vilka områden som bidrar med mest näring och partiklar valdes ett stort område dominerat av jordbruksmark ut – för att undersöka hur man skulle kunna bedöma var anlagda våtmarker skulle kunna göra mest nytta. Området delades in i tio mindre områden, och vattenprover samlades in från diken och åfåror. Resultaten visade på stora skillnader i fosfordynamik mellan olika delområden med olika jordtyper, trots att de hade liknande markanvändning. Det fanns ofta en koppling mellan höga fosforkoncentrationer i vattnet och en hög andel lerjordar i området. För partiklar fanns det en tendens till samband mellan höga koncentrationer och hög andel vinterbar mark. En anlagd våtmark skulle antagligen ha högst effekt om den placerades nedströms områden som är känsliga för erosion – områden med hög andel lerjordar eller med hög andel vinterbar mark. / Eutrophication is one of the more serious current environmental problems, causing algal blooms and anoxic bottoms. In fresh and brackish water, phosphorus (P) is often the most limiting nutrient, and various mitigating strategies are used to reduce the load of P to sensitive recipients. In the agricultural sector, this includes both on-field measures (e.g. managing P inputs) and measures at the field edge (e.g. buffer zones and constructed wetlands). Previous evaluations of constructed wetlands (CWs) in Sweden have indicated a variable and relatively low P retention. However, the uncertainties in the estimates are large, and related to an incomplete knowledge about both retention processes and factors determining the P load from agricultural land. Hence, the overall aim of this thesis was to investigate possible reasons for the variation in wetland P retention estimates, and to assess the P retention in wetlands located in agricultural areas where losses are expected to be high. When comparing seven CWs located downstream small catchments with predominantly arable land, the particle and P net accumulation varied considerably (13-108 t particles ha-1 yr-1 and 11-175 kg P ha-1 yr-1, respectively). Catchment factors that were statistically correlated with accumulation of particles and P in the CWs were the slope of the arable land, the P content of the top soil, the animal density (expressed as livestock units per arable land) and the percentage clay in the topsoils. In four of the wetlands, resuspension was studied using sediment traps and plates. The results showed that up to 87 % of the settled material was resuspended, and indicated that erosion of the wetland sides and bottom probably contributed a substantial part of the trapped particles. In order to critically evaluate existing retention data from earlier investigations, the temporal dynamics of P concentrations and P retention in seven CWs were evaluated. The relationships between water flow and concentration (from grab sampling) varied, and depended on the season (warm or cold period of the year), water flow (high or low) and the inlet type (drainage pipe or open ditch). In CWs that received water through an open ditch, flow-concentration relationships were negative during low flow periods but positive during high flow periods. These differences in flow-concentration relationship have implications for water sampling, since P loads can be both over- and underestimated with grab or automatic sampling guided by clock-time. Also composite automatic sampling, regulated from the water flow at the outlet, can lead to errors in transport calculations since the same ‘water parcel’ is not measured at in and out (difference depending on how long the water retention time is in the CW). This may have an effect on estimates of P retention in both past, present and future investigations of constructed wetlands. Finally, a synoptic sampling approach with ten sampling points was used in an agriculturally dominated catchment area (160 km2) to identify differences in nutrient transport dynamics and areas with the highest losses. Spatial differences in P concentrations were strongly correlated with some of the catchment factors, for instance with soil type, and particle concentrations were weakly correlated to agricultural practices associated with bare soils during winter. This supports the practice to focus P mitigation measures – such as constructed wetlands – to erosion sensitive areas.

Recent research has found that subjects learning a list of paired-associates under conditions requiring one-trial learning are capable of learning a list of paired items in as few a number of trials as subject learning similar lists of paired-associates under a condition using repetition.

One of the characteristics of the knowledge economy is the high level of mobility of knowledge workers. The cost of labour turnover of these key resources is high in both financial and non-financial terms. There is a need to understand what the factors are that underpin the retention cognitions of knowledge workers in order that organisations may try to reduce the labour turnover of these key employees or to minimise its effects. Literature Research The review of pertinent literature was grouped under the following headings: the new world of work in a knowledge based economy; labour turnover (including its antecedents and consequences); retention; and demographic differences. The review revealed: the high costs associated with the turnover of knowledge workers; the low level of predictive ability of the antecedents of organisational withdrawal; and the wide range of variables considered to impact on knowledge workers’ retention cognitions. The literature also showed that most research had been carried out in single industries and had focused on one or two variables. No literature was found that used multivariate approaches to the problem of knowledge worker retention. Empirical Research Objectives The primary research aim was to determine what factors are important to knowledge workers when they decide to stay with or leave their employing organisation. A secondary aim was to determine if the sample was homogeneous in terms of these retention cognitions or whether they could be segmented into meaningful sub-groupings. Participants In the pilot study, 30 knowledge workers who had recently changed employer were used to determine the independent variables of retention. In the second phase, data was collected from 306 knowledge workers in full time employment. A wide range of demographic and industry groupings were represented by the participants. The Measuring Instrument A quantitative questionnaire was developed. It consisted of questions covering: demographic data, an international scale of job satisfaction factors, job mobility, intentions with regard to future length of service and organisational commitment. Forty three variables relating to retention cognitions, which had been developed through the pilot study, were then presented, with Likert scales used to determine their relative degree of importance. The Research Procedure The data was gathered while the knowledge workers attended a wide variety of courses at a university business school. The data was collected under lecture room conditions to ensure standardisation of the process. Statistical Analysis A wide variety of statistics were used to address the research questions. The data was processed using the Statistical Package for Social Sciences and the Number Cruncher Statistical System computer packages. Descriptive statistics, correlation analyses, CHAID, factor analysis, Mann Whitney U tests, Kruskal Wallis Analysis of Variance, and cluster analysis were used to analyse the data. Conclusions and Recommendations The findings revealed the high level of mobility of the sample. The study showed that job satisfaction and organisational commitment do not predict proposed future length of employment with an organisation but merely co-vary with it. The high levels of individualism, egocentricity, and focus on personal development amongst these workers were demonstrated. Factor analysis revealed seven underlying dimensions of retention cognitions of the respondents, five of which are viewed as important in determining retention. These were: the need for independence; career development provision by the organisation; egocentricity and challenge within the organisation; the organisational setting; and performance related rewards. The two factors found to have a low impact on retention were the desire for a career change and issues related to personal comfort. The latter finding explains the lack of effectiveness of traditional retention devices. A model was offered that consolidates the factors affecting the retention cognitions of knowledge workers. Uni-variate analyses examining differences based on demographic variables detected only 20 significant differences out of the 172 tests. Hence a multivariate approach was used to look at sample segmentation. A cluster analysis revealed a segmentation of these knowledge workers and their retention cognitions into nine distinct categories, termed respectively: the salon culture; the seekers; the groupies; the disengaged; the self sufficient; the depressives; the contented new-agers; the co-dependents and the self starters. Recommendations to academic researchers were offered based mainly on the need to understand the characteristics of knowledge workers operating in the new world of work and, in particular, the drivers of mobility of this important population. Recommendations to management were largely twofold. Firstly, to adapt to the mobility of knowledge workers as this is a defining characteristic of the new world of work. Secondly, to develop compelling employee propositions that highlight challenging work, career development opportunities as well as rewards based on individual performance in order to improve the retention rate of these key employees. / Prof. Chris Welman