The value co-creation has gained much attention in sales research, but less is known about how salespeople and customers interact in the authentic business to business (B2B) sales meetings. The study presented in this paper empirically contributes to existing research by presenting authentic B2B sales meetings that were video recorded and analyzed using observation and qualitative content analy...

We explore a queuing system with a non-homogeneous population of customers in the sense of optimizing the social welfare. In particular we modify Naor’s observable M/M/1 queue model, which is the most seminal queueing model involving strategic customers. We assume that some customers obey the central planner, who aims to maximize the social welfare, the others don’t. We consider two levels of c...

The more the telecom services marketing paradigm evolves, the more important it becomes to retain high value customers. Traditional customer segmentation methods based on experience or ARPU (Average Revenue per User) consider neither customers’ future revenue nor the cost of servicing customers of different types. Therefore, it is very difficult to effectively identify high-value customers. In ...

modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. indisputably, knowledge management (km) plays a key role in the success of customer relationship management (crm). in this regard, customer knowledge management (ckm) is a newly developed concept that ...

understanding customers’ needs and wants, through their view, will help to generate a stronger and more strategic focus on the achievement of marketing objective and customer satisfaction. this study is an applied research with descriptive analytical methodology. the research was carried out among buyer of television sets in isfahan the sample size was 195 which have been selected randomly from...

Industrial buyer-seller relationships are frequently characterized by the fact that the seller and/or the buyer have to dedicate specific up-front investments to the relationship. Marketing research analyzes these relationships on the basis of Transaction Cost Economics (TCE). TCE highlights the risk of hold-up which arises after specific investments are dedicated. However, exogenous uncertaint...

One of the recent strategies for increasing the customer’s loyalty in banking industry is the use of customers’ club system. In this system, customers receive scores on the basis of financial and club activities they are performing, and due to the achieved points, they get credits from the bank. In addition, by the advent of new technologies, fraud is growing in banking domain as well. Therefor...