Recently, the mobile telecommunication market in the Netherlands has changed from a rapidly growing market, into a state of saturation and fierce competition. The focus of telecommunication companies has therefore shifted from building a large customer base into keeping customers ‘in house’. Customers who switch to a competitor are so called churned customers. Churn prevention, through churn pr...

Self-service technologies (SSTs), such as airport check-in kiosks, can provide customers faster, better, and less expensive services. Yet sometimes customers experience service failures with these technologies. This study investigates the process by which customers recover from SST failures using their own effort (i.e., customer recovery) and explores their decisions to stay with or switch from...

Many …rms today quantify the value of individual customers and serve them di¤erentially; providing better priviliges, discounts or other inducements to high value customers. We refer to this practice as Customer Value-based Management (CVM). Previous research in this area and popular press recommend numerous prescriptions that are research-based and intuitively sound. However, …rms that have ad...

The Internet service sector is characterized as extremely competitive, so providers have to seek offer high-quality services customers. This study aimed at measuring the gap between expectations and perceptions of customers about quality in Jordan. Data was gathered by surveying 405 Amman (Jordan) using snowball sampling technique through social media. To reveal quality, questionnaire contained...

Consider a retailer announces both the regular price and the post-season clearance price at the beginning of the selling season. Throughout the season, customers arrive in accord with a Poisson process. In this paper we analyze the impact of two types of customer purchasing behavior and two common in-store display formats on the retailer’s optimal expected profit and optimal order quantity. We ...

Web business can help companies strengthen the links between customers and suppliers. Under this environment, individual customers are getting much smarter and their needs are changing much faster than ever before. The customers can compare products and services with a variety of rich information provided from Web business systems, so that they can easily move to new products or services. Accor...

We consider an M/G/1 queueing system where the customers may leave the queue if their services do not commence before an exponentially distributed random time. The (conditional) offered waiting time distribution is approximated by a gamma distribution via matching the first and second moments of the actual waiting time. Simulation study is conducted to assess the accuracy of the approximation a...

Actual developments and trends on Mobile Commerce are prompting more and more companies or startups in dislocating or positioning their business model in this attractive market. To be successful, it is necessary to know about the own strengths and weaknesses, about customers, competitors and critical success factors. The goal of this thesis is to provide a contribution about considering pertine...

This paper introduces an approach for integrating business models and ontologies supported by the PROMOTE knowledge management system, applied in the LD-CAST project in order to involve domain experts from the business layer into the aspects of the actual service delivery situated in the IT layer. The use case in LD-CAST is the cross-border interaction between European Chambers of Commerce and ...