Purpose: The paper provides a comprehensive and up-to-date literature review of customer value concepts and distinguishes complex customer value from the various perspectives. It structures the themes and dimensions between the various approaches along the customer value main lines in the literature. Design/methodology/approach: The paper reviews current literature and illustrates different typ...

rapid growth of e-commerce has made the competition quite different. in this new environment customers have wide choices and are looking forward to the support which guarantees the delivery of what they have chosen. this leads to complexity in the relationship between the provider and the customer which obviously is made more in a b2b environment. service level agreement (sla) is a key tool to ...

according to the importance of customer in competitive environment, especially in banking industry, regarding that the cost of catching (attracting) new customers is several times higher than the cost of keep customer loyal to organization, cause that examining ways of becoming loyal customer to product (goods/ services) has high preference in market research. this research, shows that we can c...

The large amount of the information is a big challenge to the customer’s patience to read all the feedbacks. Topical classification and sentimental classification are proposed to be used in information classification. Several machine learning methods, such as the Naive Bayes, Maximum Entropy classification, and Support Vector Machines are good approaches to solve this problem. However, classic ...

Purpose – This paper aims to assess the usefulness of cost-to-serve for customer profitability management through literature review and a case study in a food-industry company. Design/methodology/approach – The research is based on a case study. The study presents the state-of-the-art of the literature review related to cost-to-serve measurement and customer profitability analysis and a case st...

With the rapid growth and dissemination of mobile services, enhancement of customer satisfaction has emerged as a core issue. Customer reviews are recognized as fruitful information sources for monitoring and enhancing customer satisfaction levels, particularly as they convey the real voices of actual customers expressing relatively unambiguous opinions. As a methodological means of customer re...

This study investigates the impact of the customer reviews and the incentives on the product sales at the online retail store. Two customer review factors (i.e. average review ratings and the number of reviews) and two customer incentives factors (i.e. price discounts and special shipping offers) are used for the regression analysis. With the sales ranking data collected from the video game tit...

This paper assesses the state-of-the-art research on CRM integration. After introducing the concepts of customer relationship management (CRM) and integration, it argues that CRM integration is vital to corporate performance on the project or enterprise level. Based on results of own and third-party market studies as well as on a systematic literature review of selected papers in top journals s...