Customers or patients?

Should You Punish or Reward Current Customers ?

Patients, clients, users or customers: what should we call people attending sexual health services?

BACKGROUND AND METHODOLOGY In sexual health clinics there is debate on whether to call service users 'patients' or 'clients' and this mirrors an ongoing dialogue in the medical literature. The authors undertook a questionnaire survey in five UK centres of clinic attendees and staff to assess their preference. RESULTS A total of 1428 clinic attendees and 250 staff members completed questionnai...

Content Management or Knowledge Management: Why It Matters to Customers

In spite of some confusion about their respective roles, there are fundamental differences between enterprise content management and enterprise knowledge management. This white paper highlights the difference between the two approaches, and reveals why enterprise knowledge management is a better way to deliver consistently high-quality, efficient customer experiences. Introduction Customer expe...

Internet banking adoption among mature customers: early majority or laggards?

Finland is a world leader in electronic banking, and over 39.8 percent of all retail banking transactions were made over the Internet in August 2000. Using the data of a large survey, we analyzed mature customers’ Internet banking behavior. Internet banking was the third popular mode of payment among mature customers. Household income and education were found to have a significant effect on the...

Paying with money or effort: Pricing When customers Anticipate hassle

Vol. XLIX (February 2012), 66 –82 *Anja Lambrecht is Assistant Professor of Marketing, London Business School (e-mail: [email protected]). Catherine Tucker is Associate Professor of Marketing, MIT Sloan School of Management, Massachusetts Institute of Technology (e-mail: [email protected]). Anja Lambrecht thanks Deutsche Forschungsgemeinschaft, the London Business School Center of Marketing,...