Why do some companies tend to succeed in their attempts at not only attracting customers who tend to repeat their purchase of that company's specific brand, but also tend to have these customer's become "brand advocates" in attracting new customers for that company? In this e-book, the concept...

In this study, a framework is developed that can be used to build “Web equity”, which is defined as consumer familiarity and perceptions about a Web site. The framework is rooted in traditional brand equity dimensions (brand awareness and brand image) and is supported by four categories of...

Purpose – Every company knows that it costs far less to hold on to a customer than to acquire a new one. That is why customer retention has become the Holy Grail in industries from airlines to wireless. Yet defecting customers are far less of a problem than customers who change their buying...

Purpose – The purpose of the paper is to teach the reader how to compile a customer equity model in order to calculate the true profitability of customers. The reader can use the information to make better business decisions across their organization. Design/methodology/approach –...

Purpose – The aim of this paper is to analyze the behavioral and affective loyalty of retailer customers in order to establish the role played by loyalty programs in the development of these variables. Design/methodology/approach – Research data were taken from a survey carried out on 750...

To date, most published work concerning effective Web site design has been based on personal opinion or experience, not on research. Uses 50 in‐depth interviews with Web site designers to identify key design considerations and online customer conversion and relationship strategies. A proposed...

Purpose – This paper aims to use conjoint analysis to examine how Malaysian consumers make decisions regarding a consumer durable product – namely room air conditioners – under multi‐cue situations. Design/methodology/approach – This study first assesses the impact of a priori...