The customers of modern telecommunication service providers implicitly create an interactive social networks of individuals, which both depend on and influence each other through various complex social relationships grown on friendship, shared interests, locality, etc. While delivering services on the individual basis, the social network effects exerted from customer-to-customer interactions re...

Social media, especially the micro-blogging network Twitter, have gained much popularity among users and have thus attracted attention from firms. Social media can serve as advertising media and platforms of online wordof-mouth, because they enable consumers to share their consumption experiences with others easily. When firms advertise their products and services, they usually do not rely on o...

a r t i c l e i n f o This chronological in-depth case study describes that, although the integration of functional resources and capabilities including information resource, analytical capability, and operational capability might influence retention process, those are not sufficient to bring the desired performances of acquiring and expanding customer relationships. Find-Equity Bank (a pseudon...

The concept of customer lifetime value (CLV) is widely used by marketing practitioners and academics in making decisions about customer acquisition and retention spending. The traditional view of CLV, however, assumes that the firm has the unlimited capacity to serve all its acquired and retained customers. In this paper we consider a firm with limited capacity and determine the role that CLV p...

Researchers in marketing have long recognized that current populations of customers can influence the behavior of prospective customers. This paper draws on existing marketing theories to empirically examine how changes in student body demographic segments influence future demand for MBA programs. Using a longitudinal analysis of data spanning 18 years, we find that higher proportion of female ...

With the increasing interest and emphasis on customer demands in new product development, customer requirements elicitation (CRE) and evaluation have secured a crucial position in the early stage of product conceptualization. As such, it is highly desired to have a systematic strategy for soliciting customer requirements effectively, and subsequently, analyzing customer orientations quantitativ...

W analyze firms’ decisions to invest in customer relationship management (CRM) initiatives such as acquisition and retention in a competitive context, a topic largely ignored in past CRM research. We characterize each customer by her intrinsic preference towards each firm, the contribution margin she generates for each firm, and her responsiveness to each firm’s retention and acquisition effort...

Two components central to the calculation of customer value are acquisition and retention propensities. However, while extant research has incorporated such components into different kinds of models, limited work has investigated the kinds of associations that may exist between them. In this research, we focus on the relationship between a prospective customer’s time until acquisition of a part...