Advances in information technology increasingly allow firms to identify expensive, high-cost customers, who are not only individually less profitable for firms but also raise the average marginal cost incurred by firms and thus impose a negative externality on inexpensive customers. Should competing firms share information that identifies such customers? The answer to this question has importan...

a r t i c l e i n f o Despite growing recognition of the importance of boundary spanners at managing inter-organizational relationships , the process by which capabilities residing in boundary spanning individuals are leveraged to encourage partner firm investment remains unclear. In addressing this gap, we find that a boundary spanner's capabilities in strategic communication and job expertise...

This paper focuses on determining the optimal pricing strategy for a service providing firm with multiple facilities. The market is involved with some other competing firms providing the same service. The firm and its competitors might devise three different pricing policies as uniform mill pricing, distinct mill pricing and delivered pricing. Customers choose the facilities probabilistically b...

Purpose Certain small businesses do not possess the assets needed to implement a performance-enhancing entrepreneurial marketing orientation (opportunity-driven behaviours focussed on creating value for customers). Although some entrepreneurs cooperate with their competitors (coopetition) achieve day-to-day and long-term goals, it is unclear whether these partnerships are advantageous in this c...

In the past, organisations could concentrate on their internal capabilities, emphasising product performance and technology innovation. Organisations that did not understand their customers’ needs eventually found that competitors could make inroads by offering products or services better aligned to their customers’ preferences. Many Facilities Management organisations today have a mission focu...

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...

Given the increase in the number of e-commerce sites, the number of competitors has become very important. This means that companies have to take appropriate decisions in order to meet the expectations of their customers and satisfy their needs. In this paper, we present a case study of applying LRFM (length, recency, frequency and monetary) model and clustering techniques in the sector of elec...

The emergence of many business competitors has engendered severe rivalries among competing businesses in gaining new customers and retaining old ones. Due to the preceding, the need for exceptional customer services becomes pertinent, notwithstanding the size of the business. Furthermore, the ability of any business to understand each of its customers’ needs will earn it greater leverage in pro...

This paper extends the examination of competitive intelligence to revenue management. Revenue management decisions are contingent upon actions and reactions competitors. The current study used a cross-cultural approach that compared use by US Turkish managers conducting qualitative in these locations. Both sets share similar definition technology gather intelligence. findings also suggest integ...

The Web provides us with a vast resource for business intelligence. However, the large size of the Web and its dynamic nature make the task of foraging appropriate information challenging. Generalpurpose search engines and business portals may be used to gather some basic intelligence. Topical crawlers, driven by richer contexts, can then leverage on the basic intelligence to facilitate in-dept...