This paper provides a critical perspective on entrepreneurial characteristics and gives an input to the discussion on the influence of entrepreneurial leadership, communication skills, determination and motivation on sales and customer satisfaction. It also presents the findings from an empirical study examining the structural effect of these four entrepreneurial characteristics on performance....

Internet vendors invest a considerable amount on acquiring customers with the expectation that the early investment in customer acquisition will result in a long-term stream of profits from repeat customers. However, it has been found that over 50% of repeat customers seldom complete their third purchase with the Internet vendor. This may be due to lack of proper understanding of customer decis...

Traditionally, IT security investment decisions are made in isolation. However, as firms that compete for customers in an industry are closely interlinked, a macro perspective is needed in analyzing the IT security spending decisions and this is a key contribution of the paper. We introduce the notions of directand cross-risk elasticity to describe the customer response to adverse IT security e...

In this paper, the concept and development of CRM (customer relationship management) are discussed, we defined a customer “lead” concept which emphasized the inter-connection of downstream and upstream processes of our customers. It is pointed out that the key point in CRM is the customer lead management in the software design and implementation. Based on this perspective, the processes of lead...

Mass customization is becoming an important agenda in industry and academia alike. This paper deals with mass customization from a product development perspective. A framework of design for mass customization (DFMC) by developing product family architecture (PFA) is presented. To deal with tradeoffs between diversity of customer requirements and reusability of design and process capabilities, D...

Success of an e-business rests on many factors. One of the important contributors is trust. Trust is something that an e-businessmust strive to achieveover a period of time. Acquiring customer trust depends on many things that an e-business controls.However, customer’s trust as such is not under the control of the e-business. Some contributing factors for gaining customer trust are: appeal of t...

a r t i c l e i n f o Keywords: Customer value assessment Customer value Process framework B2B markets Integrated solutions This paper examines the key processes and activities of customer value assessment in business-to-business (B2B) markets. Given that an increasing number of B2B firms are providing combinations of products and services, or integrated solutions, the present study examines cu...

This research applies an institutional arrangement perspective to develop an end-to-end model for the interaction between customers and upstream suppliers to develop a new product to understand how new product value is created and shared. The model is empirically tested by collecting primary data from 188 manufacturers across different industries. The research demonstrates that customer partici...

The Balanced Scorecard (BSC) provides an outlook of an organization’s general performance; it integrates financial perspective with other performance aspects, like learning and growth, internal processes, and customer perspectives. The momentous issue, in implementation of BSC, is the proper selection of measures. The main objective of this paper is to introduce a novel approach in an attempt t...

The Balanced Scorecard provides a model that can be adapted to the management of any burn center, burn service or burn program. This model enables an organization to translate its mission and vision into specific strategic objectives across the four perspective: (1) the financial perspective; (2) the customer service perspective; (3) the internal business perspective; and (4) the growth and lea...