Ling‐Ching Chan, Ann; Wang, Wen‐Ying - In: Industrial Management & Data Systems 112 (2012) 6, pp. 848-865
aspects of customer capital: customer targeting, ability to identify customers' needs, customer service capability … was adopted to examine the causal relationships between the different aspects of customer capital. Findings – The results … support the authors' predictions on the causal relationships among the aspects of customer capital. The base aspect, customer …