Literature has stressed the importance of customer retention (loyalty) as it is considered to be a vital source in attaining not only competitive advantage but also improved business performance. A number of studies on online shopping behavior have indirectly related customer satisfaction to repurchase intention. But very few studies have explicitly studied the relationship between customer sat...

Since the early 1980s, the concept of relationship management in marketing area has gained its importance. Acquiring and retaining the most profitable customers are serious concerns of a company to perform more targeted marketing campaigns. For effective customer relationship management, it is important to gather information on customer value. Many researches have been performed to calculate cu...

BACKGROUND Healthcare providers are competitive, owing to heightened customers' awareness and expectations of health care services. OBJECTIVE The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. METHODS This is a cross sectional survey study. Participants were 196 patients referred to private hospi...

The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our first con...

Most of the existing literature on CRM value chain creation has focused on the effect of customer satisfaction and customer loyalty on customer profitability. In contrast, little has been studied about the CRM value creation chain at individual customer level and the role of self-construal (i.e., independent self-construal and interdependent self-construal) in such a chain. This research aims t...

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...

To support personalized marketing, it is necessary to identify an individual customer’s true value. Various researches on customer value have conducted under the name of Customer Lifetime Value (CLV), Customer Equity, Customer Profitability, and Lifetime Value. In this paper we present issues of calculating individual customer’s lifetime value to deploy more personalized CRM activities. We prop...

the purpose of this study was to describe how companies in pharmaceutical and biological sectors can ensure their position in different markets by relying on sustainable, competitive advantages, resulting from the use of a well-defined marketing model with particular emphasis on brand improvement. as competition becomes more intense among companies and phenomena such as global marketing grow in...