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Wertschöpfung und Produktivitätvon Dienstleistungen? Innovationsstrategien für die Standortsicherung
Reichwald, Ralf; Möslein, Kathrin - 1995
Der vorliegende Beitrag diskutiert, ausgehend von zwei grundlegendenDienstleistungstypen, prioritäre Innovations- und Handlungsfelder für dieDienstleistung der Zukunft und versucht zu zeigen, wie Innovationsstrategien der Dienstleistungsproduktion ihren Beitrag zur Sicherung des...
Persistent link: https://www.econbiz.de/10005845979
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Changing perceptions and changing behavior in customer relationships
Verhoef, Peter C.; Franses, Philip Hans; Donkers, Bas - 2001
Persistent link: https://www.econbiz.de/10001600639
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Further thoughts on CRM : strategically embedding Customer Relationship Management in organizations
Verhoef, Peter C. (contributor); Langerak, Fred (contributor) - 2002 - [Elektronische Ressource]
Persistent link: https://www.econbiz.de/10001701450
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Reward Redemption Effects in a Loyalty Program When Customers Choose How Much and When to Redeem
Dorotic, Matilda - 2014
The redemption of loyalty program (LP) rewards has an important impact on LP members' behavior, particularly on purchase behavior before and after redeeming a reward. However, little is known about the interplay between members' purchase and redemption behavior when members are not pressured...
Persistent link: https://www.econbiz.de/10013052664
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The Predictive Ability of Different Customer Feedback Metrics for Retention
de Haan, Evert - 2015
This study systematically compares different customer feedback metrics (CFMs) — namely customer satisfaction, the Net Promoter Score, and the Customer Effort Score — to test their ability to predict retention across a wide range of industries. We classify the CFMs according to a time focus...
Persistent link: https://www.econbiz.de/10013027654
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Customer Responses to Channel Migration Strategies Toward the E-Channel
Konus, Umut - 2013
Many firms stimulate customers to use the E-channel for services, which provokes various consumer responses to such limits on their freedom of choice. In a study on bank customers, we examine the extent of customer reactance in response to various E-channel migration strategies, the potential of...
Persistent link: https://www.econbiz.de/10013077910
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Marketing Communication Drivers of Adoption Timing of a New E-Service Among Existing Customers
Prins, R. - 2013
The study investigates the effects of direct and mass marketing communications on the adoption timing of a new e-service … among existing customers. The mass marketing communications concern both specific new service advertising and brand … significant part of the customer base will never adopt the new e-service. The empirical results show that service advertising …
Persistent link: https://www.econbiz.de/10012753392
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The Joint Effect of Relationship Perceptions, Loyalty Program and Direct Mailing on Customer Share Development
Verhoef, Peter C. - 2012
perceptions. This study is executed among a sample of customers of a financial service provider. Our results show that commitment …
Persistent link: https://www.econbiz.de/10012755871
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Customer Engagement Behavior : Theoretical Foundations and Research Directions
van Doorn, Jenny; Lemon, Katherine N.; Mittal, Vikas; … - 2013
This article develops and discusses the concept of customer engagement behaviors (CEB), which we define as the customers’ behavioral manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers. CEBs include a vast array of behaviors including word-of-mouth (WOM)...
Persistent link: https://www.econbiz.de/10014152774