The purpose of the present study is to investigate the relationship between intellectual capital (human capital efficiency, customer capital efficiency, and structural capital efficiency) and economic value added of the listed companies on the Tehran Stock Exchange (TSE). The population includes 39 firms selected through systematic sampling. The data is collected from the audited financial stat...

As digitization makes customer migration easier and more attractive, managing customer recovery becomes increasingly important for organizations. In this context, the challenge is to avoid two error types that can occur with customer relation recovery. First, mistakenly investing in customer relations that are active (“alive”), and, second, mistakenly not investing in migrated customer relation...

The emergence of radio frequency devices associated with smart tags—in what is called radio frequency identification (RFID) technology—has been widely discussed in the logistics field, mainly with respect to the implications accrued from this technology in the improvement of organizational efficiency and the creation of strategic ecosystems. However, very little research is available regarding ...

Our e-business model framework is divided into four principal components. (1) The products and services a firm offers, representing a substantial value to the customer, and for which he is willing to pay. (2) The relationship capital the firm creates and maintains with the customer, in order to satisfy him and to generate sustainable revenues. (3) The infrastructure and the network of partners ...

This paper deals with the service parts end-of-life inventory problem in a circumstance that demands for service parts are differentiated. Customer differentiation might be due to criticality of the demand or based on various service contracts. In both cases, we model the problem as a finite horizon stochastic dynamic program and characterize the structure of the optimal policy. We show that wh...

The information technology (IT) support function in business organizations has evolved from “end user computing” support in the 1980’s to what is now referred to as “information centers” or “IT Help Desks.” In recent years the IT Help Desk has become a strategic focus of management. In a top-down performance-enhancing effort, management often employs statistics to help make system resource allo...

This paper proposes an approach for evaluating the relationship with a customer, leading to the creation of a Customer Intimacy Grade (CIG), across multiple levels of granularity: employee, team, business unit and whole organization. Our approach focuses on B2B service organizations which provide their customers with complex solutions and whose relationship with the customer is distributed amon...