intellectual capital is set of knowledge-based assets that belongs to an organization and will add value to key organizational stakeholders and this leads to a better competitive situation. the objective of this research is to investigate the relationship between intellectual capital and companies' performance in iran during 1382-1387 using lisrel software. earning per share, return on equ...

In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. Both knowledge management (KM) and customer relationship management emphasize the allocation of resources to business supportive activities to gain competitive advantages. The aim of this study is to inves...

The customer relationship management (CRM) literature recognizes the long-run value of potential and current customers. Increased revenues, profits, and shareholder value are the result of marketing activities directed toward developing, maintaining, and enhancing successful company–customer relationships. These activities require an in-depth understanding of the underlying sources of value tha...

The competition among shopping malls is getting increasingly more intense.In order to enhance corporate competitiveness and profitability, how toretain key loyal customers has become an important issue for the managers ofshopping malls. Customer loyalty programs are a universal practice. Thisstudy proposes an analytical model for developing the strategic management...

The purpose of this study is to introduce an application of fuzzy centroid-based approach to ranking the customer requirements using QFD with competition considerations for Diba Fiberglass, an Iranian Company. The illustrated approach, not only focuses on the normal fuzzy numbers, but also considers the non-normal fuzzy numbers to capture the true customer requirements. To this end, first, we p...

with the rapid growth of e-commerce and online consumer shopping trends, the importance of building and maintaining customer loyalty in electronic marketplaces has come into sharper focus in marketing theory and practice. this paper integrates previous research in the field of brand loyalty to present a conceptual framework of “e-loyalty” and its underlying drivers. implications for e-marketing...

The rise of an ostensibly customer-centred corporate culture in the 1980s recognised the importance of “knowing the customer”. As a result, customer information systems and associated practices of marketing, customer segmentation, and customer accounting have become significant elements in corporate customer-focus strategies. This paper discusses a range of ethical considerations that flow from...

Customer retention and customer churn are key metrics of interest to marketers, but little attention has been placed on linking the different reasons for which customers churn to their value to a contractual service provider. In this article, we put forth a hierarchical competing risk model to jointly model when customers choose to terminate their service and why. Some of these reasons for chur...

Increased citizen-to-citizen discussion and deliberation is an important potential of digital government initiatives. This paper presents findings from a longitudinal study of such outcomes using household survey data, focus groups and one-on-one interviews from a mature community network the Blacksburg Electronic Village (BEV) in Blacksburg, Virginia, and surrounding Montgomery County. It addr...