This study examines how customer interactions in virtual brand community (VBC) affect perceived benefits and brand loyalty. We propose an integrated framework to conceptualize the relationships between VBC interactions, perceived benefits, participation and loyalty, with brand identity as moderating variable. Given the popularity of Apple’s products in China, Mcfans, a VBC frequented by Apple c...

Service firms seek customers with high revenues, profits, or lifetime value. However, they frequently ignore variations in consumption that lead to cash flow variability and adversely influence service operations and financial performance. This study shows that variation in individual customers’ consumption or spending on services can be decreased in ways that are actionable by most managers, w...

A multitude of companies today has already identified the need to create a loyal customer base and acknowledged that maintain ing existing customers and extending business with them are significantly less expensive than acquiring new customers (e.g.[17]). Therefore this paper describes the development of a conceptual model to investigate several factors affecting customer loyalty towards the se...

the rapid growing of information technology (it) motivates and makes competitive advantages in health care industry. nowadays, many hospitals try to build a successful customer relationship management (crm) to recognize target and potential patients, increase patient loyalty and satisfaction and finally maximize their profitability. many hospitals have large data warehouses containing customer ...

According to some authoritative marketing analysis, a large percentage of daily sales are increased by its frequent customers. Due to the above fact almost all the stores started to implement point card or loyalty card schemes to achieve the eighty to twenty situation for both the customers and the retailers. Currently average customer has got at least five to six loyalty cards on different sto...

Who wouldn't want loyal customers? Surely they should cost less to serve, they'd be willing to pay more than other customers, and they'd actively market your company by word of mouth, right? Maybe not. Careful study of the relationship between customer loyalty and profits plumbed from 16,000 customers in four companies' databases tells a different story. The authors found no evidence to support...

This study aimed to investigate the causal relationships between aspects of customer capital to improve customer relationship management and increase customer’s loyalty. In this regard, by providing a conceptual framework including different aspects of customer capital (i.e. customer targeting, ability to identify customer's need, construction and management of customer information system, cust...