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Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry
Terpstra, Maarten; Verbeeten, Frank H.M. - In: European Management Journal 32 (2014) 3, pp. 499-508
We investigate the relation between customer satisfaction, customer servicing costs, and customer value in a financial services firm. We find that customer satisfaction is positively associated with future customer servicing costs, as well as with customer value. The relation between customer...
Persistent link: https://www.econbiz.de/10010868821
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Coping with Globalisation An Analysis of Innovation Capability in Brazilian Telecommunications Equipment Industry
Mani, Sunil - United Nations University-Maastricht Economic Research … - 2004
capability especially in the switching equipment component of the telecommunications equipment industry. The maintenance of this … capability has come under some strain with the increasing external integration of the Brazilian telecommunications economy …
Persistent link: https://www.econbiz.de/10010712416
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Coping with Globalisation An Analysis of Innovation Capability in Brazilian Telecommunications Equipment Industry
Mani, Sunil - United Nations University, Institute for New Technologies - 2004
capability especially in the switching equipment component of the telecommunications equipment industry. The maintenance of this … capability has come under some strain with the increasing external integration of the Brazilian telecommunications economy …
Persistent link: https://www.econbiz.de/10005297693
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CUSTOMER RELATIONSHIP MANAGEMENT - A MAJOR ELEMENT OF THE COMPANY’S BUSINESS STRATEGY
Dumitru, Nicoleta Rossela; Stoica, Ivona; Negricea, Costel - In: Holistic Marketing Management 1 (2011) 3, pp. 20-25
Customer oriented relationship marketing requires continuous and comprehensive identification and analysis of customer expectations, their translation into delivery of the products and services, and conduct of interaction with customers, in order to develop and maintain long term and...
Persistent link: https://www.econbiz.de/10010667270
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CUSTOMER RELATIONSHIP MANAGEMENT - A MAJOR ELEMENT OF THE COMPANYS BUSINESS STRATEGY
DUMITRU, Nicoleta Rossela; STIOCA, Ivona; NEGRICEA, Costel - In: Holistic Marketing Management Journal 1 (2011) 3, pp. 16-21
Customer oriented relationship marketing requires continuous and comprehensive identification and analysis of customer expectations, their translation into delivery of the products and services, and conduct of interaction with customers, in order to develop and maintain long term and...
Persistent link: https://www.econbiz.de/10010894402
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Die Zukunft der Ordnungspolitik in der Sozialen Marktwirtschaft
Westermeier, Andreas - In: Zeitschrift fuer Wirtschaftspolitik 63 (2014) 1, pp. 15-39
This article deals with current developments concerning the regulation of telecommunication in Europe (e. g. Mobile …
Persistent link: https://www.econbiz.de/10010892217
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Markteintrittstiming von Telekommunikationsdiensteanbietern
Gerpott, Torsten; Jakopin, Nejc - In: Metrika 19 (2008) 1, pp. 7-37
Using data on 87 new product introductions (NPI) and foreign market entries (FME) of telecommunications service … externalities. Regardless of market entry position sampled NPI/FME of telecommunications service firms received more positive …
Persistent link: https://www.econbiz.de/10010994992
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The Telecommunication Markets in Selected OECD Countries: Market Characteristics and Regulatory Institutions
Kiessl, Thomas; Schedl, Hans - In: CESifo DICE Report 4 (2006) 3, pp. 29-38
Persistent link: https://www.econbiz.de/10004964370
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Broadband Access in Europe: Challenges for Policy and Regulation
Bijl, Paul de; Peitz, Martin - In: CESifo DICE Report 4 (2006) 3, pp. 10-15
Persistent link: https://www.econbiz.de/10005037302
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Sector-specific Regulation: Transitory or ad Infinitum? An International Status Report on Regulatory Institutions
Schedl, Hans - In: CESifo DICE Report 5 (2007) 4, pp. 35-40
Persistent link: https://www.econbiz.de/10005037368