In financial service industry, service improvement should be considered from process viewpoint and customer viewpoint because the value creation is ultimately linked with internal business processes on the back office and customers are involved as a co-producer of value. In this perspective, customer complaints through call centers are adequate to support the analysis for service improvement in...

Investing in existing customers is widely accepted as a promising strategy because it is believed to be less costly than attracting new ones. Recent research by Reinartz et al. [39] provides indications, however, that it could also be profitable to simultaneously focus on a customer segment being more transaction-oriented. In this contribution – using the example of an e-tailer – we specificall...

background: understanding customers has become an urgent topic for increasing competitiveness. the purpopse of  the study was to develop a qualitative dynamic attribute value model which provides insight into the customers' value for healthcare institute managers by conducting the initial open-ended questionnaire survey to select participants purposefully. methods: a total number of 427 questio...

Purpose: This paper adopts a conservation of resources (COR) theoretical approach to examine the process of value co-destruction (VCD) emanating from the misuse of customer resources by organisations. Design/methodology/approach: A critical incidents approach was adopted where 120 customers recounted their negative experiences. The analysis identified both the nature of resources and processes ...

i Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested empirically u...

Customer churn has become a critical issue, especially in the competitive and mature credit card industry. From an economic and risk management perspective, it is important to understand customer characteristics in order to retain customers and differentiate high-quality credit customers from bad ones. However, studies have not yet adequately introduced rules based on customer characteristics a...

Active networking is an expanding field of research. It includes the ability to easily install and modify customized network services and to process packets within the network in a customized way. This paper addresses the question of how the benefits of active networking can be exploited in an environment, where a large number of customers must share a common network infrastructure. We introduc...

Extreme Programming (XP) is an agile (lightweight) software development methodology and it becomes more and more popular. XP proposes many interesting practices, but it also has some weaknesses. From the software engineering point of view the most important issues are: maintenance problems resulting from very limited documentation (XP relies on code and test cases only), and lack of wider persp...