INtrODUctION As companies begin to develop competence in managing internal knowledge and applying it towards achieving organizational goals, they are setting their sights on new sources of knowledge that are not necessarily found within the boundaries of the firm. Customer knowledge management comprises the processes that are concerned with the identification, acquisition, and utilization of kn...

The concept of customer lifetime value (CLV) is widely used by marketing practitioners and academics in making decisions about customer acquisition and retention spending. The traditional view of CLV, however, assumes that the firm has the unlimited capacity to serve all its acquired and retained customers. In this paper we consider a firm with limited capacity and determine the role that CLV p...

Manufacturers are establishing smaller supplier network for enhanced cooperation, developmental efficiency and specialization. However, it limits manufacturing flexibility manifested by supplier capacity, disruptive events and customer attitudes. Methodology for modeling flexible assembler-suppliers relationships to manage supply chains in emerging markets is described. Supplier database, decis...

Customer knowledge is critical for business and marketing strategy, companies are turning to Artificial Intelligence (AI)-based data analysis better understand user experience behavior in both product service sectors. This paper discusses the importance of customer tools obtaining it using AI-based analysis. While has many benefits, such as advanced detailed analytics, also drawbacks, privacy h...

Customer loyalty is a key driver of financial performance in service organizations. We investigate whether or not online customer loyalty can be increased through enhancing the perceived service quality, reducing perceived sacrifice and improving the perceived service outcome in the online service context with the possible availability of live help service technology. We also investigate the mo...

(1) Problem Definition: We provide guidelines on three fundamental decisions of customer relationship management (CRM) and capacity management for profit-maximizing service firms that serve heterogeneous repeat customers, whose acquisition, retention, and behavior depend on their service access quality to bottleneck capacity: How much to spend on customer acquisition, how much capacity to deplo...