In recent years, marine cultural tourism, an emerging tourism mode, has become more and more popular among tourists, and demonstrates broad market prospects. However, Chinese marine cultural tourism is still in the development and growth stage, and the level of customer satisfaction is uneven. The improvement of the customer satisfaction level is conducive to meeting customers’ demands in marin...

Customer integration has many recognised advantages, but also entails negative side effects that may impair the success of innovative activities. These negative side effects have not yet been sufficiently investigated. Whereas some may occur within the entire early innovation phase, others are likely to affect only few sub-phases. Each sub-phase, defined in a slightly new way as compared with e...

Manufacturers that adopt mass customization are paying a growing attention to understanding not only how product customization can be delivered efficiently, but also how this strategy can create value for their customers. As reported in literature, the customer-perceived value of a mass-customized product also depends on the uniqueness and self-expressiveness benefits that a customer may experi...

Culture Categories Tree Metaphor Concepts in grocery retailing Customer Social Self Concept Modes of Ethnographic Research in Branding Tree as a Critical Model of Branding as a Cultural process

In many services such as primary health care, financial and legal consulting, repair services, hospitality and education, the quality or value provided by the service increases with the time spent with the customer. However, longer service times (slower service rates) result in longer waits for customers. We term such services, in which the interaction between quality and speed is critical, as ...

Prepaid customers in mobile telecommunications are not bound by a contract and can therefore change operators (‘churn’) at their convenience and without notification. This makes the task of predicting prepaid churn both challenging and financially rewarding. This paper presents an explorative, real world study of prepaid churn modeling by varying the experimental setup on three dimensions: data...

Beyond merely satisfying customers, companies are increasingly striving to build deeper and more meaningful customer relationships characterized by strong customer-company identification. However, whereas previous research has solely focused on symbolic drivers of identification, it remains unclear whether, when, how managers can core functional company characteristics (i.e., quality, innovativ...