In today’s increasingly competitive business environment companies can, and indeed must, respond more rapidly to customers’ changing demands, desires, and preferences. In today’s information-rich environment customers can comparison shop, get product reviews from other customers, and, in general, become very well informed about what is available in the market. • If your offerings are not differ...

The marketing literature has long acknowledged the importance of a customer’s lifetime value in customer relationship management. More recently, researchers have turned their attention to the links between satisfaction and both customer acquisition and retention strategies. In this paper, we study how to best communicate with a database of customers, taking into account that customers are able ...

A new operational perspective on fundamental concepts related to customers, service, and value differs from servicedominant logic in its approach to service systems, value creation, value co-creation, service interactions, value facilitation, and value constellations. This perspective leads to two new tools for supporting service system design: 1) A “value blueprint” uses a swimlane representat...

The purpose of this paper is to illustrate the importance of using structural results in dynamic programming algorithms. We consider the problem of approximating optimal strategies for the batch service of customers at a service station. Customers stochastically arrive at the station and wait to be served, incurring a waiting cost and a service cost. Service of customers is performed in groups ...

Philip Kotler and Gary Armstrong in their book “Principles of Marketing” state: At arrival of next decade, companies shall focus on customer engagement and market and considering products or technology is not enough because many companies plan their marketing with no respect to customer viewpoint and therefore, there will be no market for them. And they add: the success key in modern marketing ...

| Nowadays it is more important than ever for companies to understand what their \core competences" are and how they can maintain their competitive advantage by forming alliances with partners to provide customers with services that knit together seamlessly. Entire value chains consisting of powerful business alliance partners will compete as single entities { ecosystems { for customers. This r...

The purpose of this paper is to investigate the relationship between corporate environmental strategy and firm value. The major finding of this study is that corporate performance with regard to environmental responsibility is related to overall firm value. Adopting an environmentally responsible strategy appears to significantly enhance corporate financial performance for all firms except thos...

Surviving in long-term outsourced maintenance contracts in current financial situation necessitates better understanding of what customers attribute as value and its dimensions. This paper reports on findings from research undertaken with a supplier of automation products and services and its customers. Structured interviewing technique has been conducted in four customer companies from differe...

Value co-creation has emerged as a new innovation paradigm emphasizing that customers and end users should be considered as active participants in the design and development of personalized products, services, and experiences. 1 It is based on the design and implementation of customer participation platforms, providing firms with the technological and human resources, tools, and mechanisms to b...