The purpose of this study is to assess the proposition that adoption of a market orientation leads to improved service quality for service sector organisations. We argue that an organisational culture incorporating customer care as its central tenet and involving efforts to understand the needs...

The selection of a suitable customer lifetime value (CLV) model is a key issue for companies that are introducing a CLV managerial approach in their online B2C relationship stores. The online retail environment places CLV models on several specific assumptions, e.g. non-contractual relationship,...

Creation and delivery of customer value is one of the most important issues for banking in the light of the increasingly competitive market. Marketing in banking sector is inherently based on exchange processes – namely, transactions made between the bank and its customers, and related to...

Service providers increasingly offer goal enabling technologies (GETs) in the pursuit of becoming more customer-centric. The popularity of GETs is based on the assumption that enabling customers to set service specific goals can improve both the service's value to the customer and the customer's...

Measuring customer lifetime value (CLV) in contexts where customer defections are not observed, i.e. noncontractual contexts, has been very challenging for firms. This paper proposes a flexible Generalized Simulation-based estimation Framework (GSF) for predicting lifetimes and measuring...