This paper presents a study of how the business models of organizations are getting transformed in the Marketspace created by the Internet and WWW. We use a model comprising the four P’s Product, Price, Promotion and Placement and one C Customer Relationship. We study how these four P’s and one C are being transformed by the fundamental characteristics of real-time interactivity and global conn...

Corporate information technology (IT) investments in customer support and service such as CRM systems have been on a steady rise. Of late, the primary interest has shifted toward assessment of returns on these investments. This research attempts to assess the value of IT investments in a customer support setting using a process-level analysis. Given the lack of academic IS research in the area ...

This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when ...

Firms have become increasingly customer-centric, implying that customers, rather than products, are treated as the most important asset of a firm. The switch to customer-centric strategies also implies firms collecting an enormous amount customer-related data. purpose this paper is propose DEA-based methodology determine contribution customer segments firm value. We show practical usefulness ou...

China’s consumer-to-consumer (C2C) electronic market has been growing very rapidly. The largest Chinese online auction company. Eachnet. was purchased by eBay but faced tough competition from a new Chinese online auction company, Taobao. Now Taobao’s market share is twice as large as eBay’s. Why has eBay quickly lost its market share to the newly launched Taobao? What is the nature of this mark...

Rumors are often shared in the marketplace about products, services, brands or organizations; both in the online as well as in the offline scenarios. These rumors get communicated from consumer to consumer in the form of Word of Mouth (WOM). An exhaustive review of literature identified four motivations for consumers to share rumors in the marketplace; which included anxiety management motivati...

Due to the proliferation of information systems and technology, businesses increasingly have the capability to accumulate huge amounts of customer data in large databases. However, much of the useful marketing insights into customer characteristics and their purchase patterns are largely hidden and untapped. Current emphasis on customer relationship management makes the marketing function an id...

Customer interfacing is the process through which one works with and relates to their customer. Often in the technical world, modelers find it easier to interface with computers rather than customers. It is not uncommon for those involved in the technical field of simulation to enjoy the more technical and analytical pieces of making a model. Consequently, customer interfacing is not performed ...

This paper explores the application of Activity-Based Costing and Activity-Based Management in ecommerce. A case study of a fictitious Business-to-Customer (B2C) company is used to illustrate the implementation and effects of an Activity-Based Costing analysis. The analysis is performed by using matrixes in order to trace overhead. The Activity-Based Costing analysis is then used to demonstrate...