With the rapid development of IT technology and fierce competition of market, the customer relationship management(CRM) has gained its importance in the market. Companies have attached importance to acquiring and retaining the most profitable customers. So calculating customer’s value is a significant segment for every effective CRM. Many researches have been performed to calculate customer’s v...

The paper uses data from the Swedish Customer Satisfaction Index together with performance data from competing industries to study the difference in logic in terms of customer satisfaction and loyalty between services and products. We find that for product firms loyalty can have a negative effect on company performance, while for service firms the effect is positive. The implication is that ser...

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With the forecasted expansion of electronic marketplaces and the Internet, opportunities for businesses will abound. However, the greatest challenge facing them lies in their ability to sustain their profitability as the competition among them draws keener. To help distinguish themselves, and gain or maintain their competitive advantage, many businesses have turned to customer relationship mana...

We conduct two studies to test three hypotheses: (1) Competition increases a firm’s customer satisfaction; (2) Rivals’ customer satisfaction increases a firm’s customer satisfaction; (3) Rivals’ customer satisfaction reduces a firm’s sales. First, we use store-level customer satisfaction data from a supermarket chain. Next, we consider a range of industries, using brand-level customer satisfact...

Customers are important intangible assets of a firm that should be valued and managed. Although researchers and practitioners have recently emphasized customer relationships and customer lifetime value, these concepts have had limited impact on the business and investment community for two main reasons: (a) they require extensive data and complex modeling, and (b) researchers have not shown a s...

Purpose – On the health care industry, the paper aims to study the effects of intellectual capital, identify using an input-process-output concept of human, customer, innovative and process capitals, on company performances. Design/methodology/approach – From a resource-based and intellectual capital perspective, the structural path model is applied to financial data to analyze the six-value cr...

Purpose – The purpose of this paper is to examine the empirical studies on knowledge creation and intellectual capital (IC) to generalize the important factors concerning knowledge creation and IC of banks. The major purpose is to explore the relationship between knowledge creation and IC through the construction of the correlation patterns between these two elements. Design/methodology/approac...