@article{PfaffSkiera2006,
  author    = {Donovan Pfaff and Bernd Skiera},
  title     = {Increasing customer retention in financial institutions},
  journal   = {EFL quarterly : an E-Finance Lab publication},
  volume    = {2006},
  number    = {4},
  pages     = {6 -- 8},
  year      = {2006},
}