The impacts of product-harm crises on other firms in the same category are complex considering the combined spillover and customer encroachment effects. With responding to both effects, non-focal companies may adjust their social media strategies to attenuate the negative influence from product-harm crises and to exploit the benefit from their competitor’s misfortune. Using daily social media a...

The European Union(EU) Data Protection (Privacy) Directive of 1995 (EUPD) and resulting legislation introduced by member states is designed to ensure that business activity is subject to privacy regulation. The ability of organisations to respond to the requirements of this legislation is affected by the quality of their customer data. This paper explores the issues for IS development created b...

Quality function deployment (QFD) is a customer-driven approach in processing new product developments in order to maximize customer satisfaction. Determining the fulfillment levels of design requirements (DRs) and parts characteristics (PCs) is an important decision problem during QFD activity processes for new product development. Unlike the existing literature, which mainly focuses on the de...

The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our first con...

The continued development of e-commerce, social media, online information search and business intelligence have fundamentally changed the conducting of business in all fields and industries. Virtually all businesses are now facing an omnichannel world, in which presence and activity in a number of different channels determines business success. The rise of digital communications and data has ch...

The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. Also, the move towards a customer-centred approach to marketing, coupled with the increasing availability of customer transaction data, has led to an interest in understanding and estimating customer lifetime value (CLV). There are several researches about the CLV formulas and calculating...

in this study, the impact of knowledge management components including knowledge acquisition, dissemination of information technology knowledge will be studied to identify and record the requirements in customer orientation. the role of organizational factors as well as customer orientation variables is analyzed as mediating moderating variables. the methodology of the research is practical by ...