This study examines the digital transformation effects of artificial intelligence (AI)-based facial and music biometrics on customers’ cognitive emotional states, how these influence their behavioral responses in terms value creation. Using a real-life, major optical retail store China, 386 customers participated five-day experiment with different types (enhanced by music-recognition biometrics...

Firms that do better than their competitors in terms of satisfying customers, generate superior return at lower risk. Satisfied customers are more loyal, less sensitive to price movements. The aim of this study is to examine the impact of customer satisfaction on shareholders’ value creation. Customer satisfaction involves behavior of customers that typically relate to purchase or consumption o...

A new player, e.g., an entrant, joining an existing game generally allows more value to be created, but also creates new alternatives for existing players. Greater value expands the range of equilibrium appropriation levels for an existing player, in particular, lowering the minimum equilibrium appropriation. The emergence of new alternatives has the opposite e¤ect. We say a player has competit...

Business intelligence has fundamentally changed how companies conduct their business. In literature, the focus has been on volume-operation companies that provide services to millions of customers. In contrast, complexsystems companies have fewer customers and pursue customer needs by providing more customized products and services. This paper presents the results of a case study conducted at a...

Introduction. A number of theoretical works focus on the potential revolutionary impact of the Internet and other Information and Communication Technologies (ICT) upon Competitive Intelligence, but only a few empirical research papers can be found on it. Is the real impact still unknown, or is it too insignificant to talk about? The present paper searches for the answers to this question both i...

Customer relationship management (CRM) is an integrated approach that manages a company’s interactions with the existing and future customers. It helps to identify, acquire and maintain customers for successful growth of the business. A CRM model use smart technology for organizing, automating, synchronizing sales, customer service, marketing, and technical support. CRM has as its aim the enhan...

Social media usage for news, feedback on services, and even shopping is increasing. Hotel food cleanliness staff behavior are also discussed online. Hotels reviewed by the public via comments their websites social accounts. This assists potential customers before they book services of a hotel, but it creates an opportunity abuse. Scammers leave deceptive reviews regarding never received, or inj...

For the success of CRM, it is important to target the most profitable customers of a company. Many CRM researches have been performed to calculate customer profitability and develop a comprehensive model of it. Most of them, however, had some limitations and accordingly the customer segmentation based on the customer profitability model is still underutilized. This paper aims at providing an ea...

Many emerging market companies expand beyond their home markets to diversify cash flows, hit growth targets, achieve economies of scale, or access global capital markets. Despite compelling reasons to expand abroad, the process of globalization remains difficult and fraught with risk. As they expand beyond their home markets, emerging market companies must woo customers with different preferenc...