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Product and service differentiation is one of the efficient approaches to maximize customer value according to the general customer relationship management theory, but the existing tendency of homogenization and the business division system make it difficult to achieve this objective. So it is necessary to establish an independent research center as the research department of bank products and services...
Woodruff proposed the definition of customer value based on the theory of Means-end chain reveals the nature of customer value very well, its detailed and profound discussion about learning and using the theory of customer value has far-reaching and guiding significance on the practice of business. After reviewing the literature on customer value, Means-end chain and laddering method, this research...
Communication industry is the basis of national economic development in China. With the economic development and the improvement of information, communication consumptions are increasing. As competitive as it is in the current situation of the communication industry, customer loyalty management becomes the kernel issue for the operators. Building customer loyalty through the driver model, analyzes...
This research uses a multi-dimensional customer value to examine the post-adoption behavioral intention of online knowledge groups. Empirical results indicate that satisfaction is a crucial variable in predicting as well as explaining continuous adoption intention and positive word-of-mouth Multi-dimensional customer value, through emotional value, directly influences satisfaction. Furthermore, from...
The existing empirical study of Internet shopping in literature, mostly concerned about the interaction relationship of retailer and customer, few scholars study the process of transactions between customers and other services suppliers, by assaying the main body as a system. This paper establishes Internet shopping stakeholders' transaction model through the entire transaction process analysis. The...
With the development of the Internet and the application of e-commerce, more and more consumers begin to consume online. In this paper, based on the theory of customer loyalty and combined with online shopping industry background and consumer decision-making factors on online shopping, we will do some research on customer loyalty in online shopping. In terms of customer value, customer satisfaction,...
The present stage, effectively upgrading the customer value has become the most important means in market competition for enterprises, and increasing customer value needs to take a series of reasonable and feasible measures. Based on overview of the theories of customer value, customer satisfaction and marketing measures theory, this paper more comprehensively discusses the impact mechanism of the...
In this paper, a service design framework using the discrete event simulation is proposed. This approach is based on the analogy of the engineering designing process. The illustrative example confirms the effectiveness of the proposed method.
Based on structural equation modeling (SEM), theory of five dimensions of service quality is proved to be suitable in sportswear retailing in China. It analyzes the relationship among five dimensions and puts them in order of importance as to service quality in sportswear retailing. Service quality, customer satisfaction and customer value which are main factors affecting customer loyalty were selected...
The ability to have an insight into customer "values and action" is the foundation for enhancing managerial decision-making effectiveness and customer relationship. From the perspective of customer value, this paper proposes the customer "value-action" insight analysis model based on data mining technology. The assessment of customer value, subdivision and cluster of the customers,...
On the condition of limited resources, businesses should put the resources on those profitable customers. So it is necessary to carry out the customer segmentation, especially for the air cargo industry being in the fierce competition. Drawing on the theory of customer value, and combining it with the management features of the air cargo customers to construct the forecasting model of customer value,...
Optimized resources allocation is a practical way for service provider responds to customer's service request with limited resources, the base of which is the business value to service request. In this paper, we analyze the cases of value-added services in telecommunication industry, and propose a comprehensive framework to calculate value of service request, which includes service value, customer...
Based on Structural Equation Modelling (SEM), service quality, customer satisfaction and customer value which are main factors affecting customer loyalty were selected to build a model of service quality affecting customer loyalty and eight hypothesis were put forward in this paper. Demonstration research was given to check the model and hypothesis. The result showed that service quality is the key...
Customer segmentation is the basic issue for an effective CRM, and the methods and indicators of segmentation will impact on the results of applications. Many literatures have researched the application of data mining technology in customer segmentation, and achieved sound effectives. But most of them only segment customer by single data mining technology from a special view, rather than from systematical...
The former research on customer retention and customer acquisition shows that, remaining a customer is more valuable than gaining a new one. So the driving factors of customer retention should be confirmed so as to explore the policy and means to prevent customer defection. The influence of customer satisfaction, customer value, switching cost and relationship trust on customer retention has been...
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