in today’s quality- based competitive world, known as knowledge age, customer attraction is of ultimate importance. in respect to the slogan “customer is always right”, customer relation management is the core of an organizational strategy playing an important role in four aspects of customer identification, customer attraction, customer retaining, and customer satisfaction. commercial organiza...

In mass customization, companies strive to enhance customer value by providing products and services that are approximate to customers’ needs. A company’s strategy of allocating its limited capacity to meeting diverse customer requirements directly impact customer perceived value in terms of available options, cost, and schedule. Proposed in this paper is an auction-based mass customization mod...

Repeat customers are fi ve times more profi table than new customers. Internet vendors have to retain customers to reap the benefi ts of repeat sales, but more than 50 percent of repeat customers seldom complete a third purchase. One reason is the inability of on-line vendors to manage customers’ changing expectations. Vendors need to understand the decision calculus of repeat customers at ever...

In many services, the value or quality derived by a customer from a service depends upon the time the service provider (SP) devotes to the customer and this valuation differs across customers. Examples of such services are website or landscape design. Customers procure the service based on the expected value to be delivered, prices charged and the timeliness of service. Two commonly used pricin...

The paper offers an analytical approach for an integrated treatment of market partitioning and benchmarking within a Data Envelopment Analysis (DEA) framework. Based on an empirical example from the automotive industry we measure product efficiency from the customer’s perspective. This is interpreted as customer value, i. e., as a ratio of outputs that customers obtain from a product (e. g., re...

The promise of service orientation is that it enables an organization to prosper by delivering continuous value to customers. This prosperity is of strategic value to the organization. There is value in service orientation for both the organization and its customers. We call these two values, customer value and strategic value. When designing a service it is necessary to align both value propos...

In this paper, we propose a new model for designing integrated forward/reverse logistics based on pricing policy in direct and indirect sales channel. The proposed model includes producers, disposal center, distributers and final customers. We assumed that the location of final customers is fixed. First, a deterministic mixed integer linear programming model is developed for integrated logistic...