This paper studies an alternating renewal process when on-off times are random fuzzy variables. We provide a theorem concerning the long-term average expected service times of customers. Here, we do not use the α0-pessimistic value and the α0-optimistic value of fuzzy variables, we simulate the expected value of random fuzzy variables based on fuzzy simulation to calculate the long-term average...

Implementing smart metering is an important field for energy policy to successfully meet energy efficiency targets. From an integrated social acceptance and customer perceved vaue theory perspective we model the importance of customer value of smart metering in this regard. ...

A fundamental proposition in marketing strategy is that a customer relationship orientation is positively related to customer value and firm value. However, the mechanisms of this relationship have yet to be explored in detail, especially in service industries. Our paper addresses this issue by proposing a model that identifies important intermediate variables between customer relationship inve...

Nowadays customers are increasingly connected and extensively interact with each other using technologyenabled media like online social networks. Hence, customers are frequently exposed to social influence when making purchase decisions. However, established approaches for customer valuation mostly neglect network effects based on social influence. This leads to a misallocation of resources. Fo...

In the present competitive environment, organisations need to retain existing high-value customers to remain competitive. One technique that can be used to achieve greater loyalty from customers is to personalise services provided. Such customisation of services not only helps customers, by satisfying their needs, but also results in customer loyalty. Electronic commerce sites provide organisat...

Customers are becoming more powerful, and customer knowledge can empower organizations and improve their performance. Customer knowledge has been classified in three categories: knowledge FOR customers, knowledge ABOUT customers and knowledge FROM customers. The value of knowledge management has been recognized by organizations. However, the value of external customer knowledge has not fully be...

modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. indisputably, knowledge management (km) plays a key role in the success of customer relationship management (crm). in this regard, customer knowledge management (ckm) is a newly developed concept that ...

the current study aims to identify the effective factors and barriers to loyalty in electronic banking services in the private banks customers. for this purpose, a survey was done with a questionnaire sampling from 420 customers of private banks in golestan province, who have used electronic banking services in 2011. the results indicated that seven factors including preference, customer satisf...

Recent developments in marketing highlight the blurring of boundaries between firms and customers. The concept of customer engagement aggregates the multiple ways customer behaviors beyond transactions may influence the firm. However, the term is embryonic and academics and practitioners alike lack understanding on how customer engagement contributes to value co-creation. This paper marks the f...

Proponents of Customer Relationship Management (CRM) suggest that a firm can develop a value creation relationship, such that an increase in customer value, leads to an increase in firm value (Mithas et al., 2005). The value for the customers comes from the provision of goods and services that match their needs. However, the research to date on using e-CRM systems to both foster and monitor thi...