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THE IMPACT OF TRANSACTIONAL AND RELATIONAL MARKETING ON CUSTOMER RETENTION IN THE ROMANIAN ECONOMIC ENVIRONMENT
MAXIM, Andrei - In: EURINT Proceedings 2013
In many industries, customer retention is considered to be one of the prerequisites of a company’s profitability, while satisfying customer needs is usually regarded as the first step towards customer loyalty. Retention and loyalty are even more important in times of economic crisis when...
Persistent link: https://www.econbiz.de/10011263050
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THE IMPACT OF TRANSACTIONAL AND RELATIONAL MARKETING ON CUSTOMER RETENTION IN THE ROMANIAN ECONOMIC ENVIRONMENT
MAXIM, Andrei - In: EURINT Proceedings
In many industries, customer retention is considered to be one of the prerequisites of a company’s profitability, while satisfying customer needs is usually regarded as the first step towards customer loyalty. Retention and loyalty are even more important in times of economic crisis when...
Persistent link: https://www.econbiz.de/10010735691
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Marketing Models of Service and Relationships
Rust, Roland T.; Chung, Tuck Siong - In: Marketing Science 25 (2006) 6, pp. 560-580
Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...
Persistent link: https://www.econbiz.de/10008787949
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Relationship marketing in the retail sector: an insight in the determination of customer loyalty
Niculae, Sabin - In: Manager Journal 7 (2008) 1, pp. 114-117
In recent years we see a loss of power of individual brands, despite the money and the effort invested in them. The power is now in the hands of retailers. The final challenge of an individual band is the battle it has to win in the store. One way of winning the retail battle is to grow, to...
Persistent link: https://www.econbiz.de/10011146213
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Customer-perceived internet banking service quality: a study in national capital region of India
Singh, Shamsher - In: International Journal of Financial Services Management 7 (2014) 2, pp. 113-138
With the advancement of technology and growth in internet penetration, the banking sector has developed different channels to customer for their banking needs such as ATM, internet banking and tele-banking. Internet banking is based on the uses of the internet and mainly used in urban areas. It...
Persistent link: https://www.econbiz.de/10010884842
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Integrating customer orientation, employee compensation and performance management: a conceptual framework
Tuzovic, Sven; Bruhn, Manfred - In: International Journal of Business Performance Management 7 (2005) 3, pp. 255-274
Compensation systems are an essential tool to link corporate goals such as customer orientation with individual and organisational performance. While some authors demonstrate the positive effects of incorporating nonfinancial measures into the compensation system empirically, companies have...
Persistent link: https://www.econbiz.de/10010669324
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CUSTOMER SERVICE – THE IMPORTANT GOAL OF LOGISTICS
SCRIOSTEANU, Adriana; POPESCU, Daniela - In: Annals of University of Craiova - Economic Sciences Series 1 (2012) 40, pp. 55-60
This paper presents the connection between logistics and customer service. The customer service is one the most powerful elements available of the organization in the search competitive advantage, but the least well managed. The message of this article is that performance of customer service...
Persistent link: https://www.econbiz.de/10010627895
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Customer Metrics and Their Impact on Financial Performance
Gupta, Sunil; Zeithaml, Valarie - In: Marketing Science 25 (2006) 6, pp. 718-739
The need to understand the relationships among customer metrics and profitability has never been more critical. These relationships are pivotal to tracking and justifying firms' marketing expenditures, which have come under increasing pressure. The objective of this paper is to integrate...
Persistent link: https://www.econbiz.de/10008788092
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—How Much Should You Invest in Each Customer Relationship? A Competitive Strategic Approach
Musalem, Andrés; Joshi, Yogesh V. - In: Marketing Science 28 (2009) 3, pp. 555-565
We 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 … moderate responsiveness to its CRM efforts. Further, a firm should most aggressively seek to attract those customers that …
Persistent link: https://www.econbiz.de/10008787891