With the rapid development of IT technology and fierce competition of market, the customer relationship management(CRM) has gained its importance in the market. Companies have attached importance to acquiring and retaining the most profitable customers. So calculating customer’s value is a significant segment for every effective CRM. Many researches have been performed to calculate customer’s v...

The paper uses data from the Swedish Customer Satisfaction Index together with performance data from competing industries to study the difference in logic in terms of customer satisfaction and loyalty between services and products. We find that for product firms loyalty can have a negative effect on company performance, while for service firms the effect is positive. The implication is that ser...

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With the forecasted expansion of electronic marketplaces and the Internet, opportunities for businesses will abound. However, the greatest challenge facing them lies in their ability to sustain their profitability as the competition among them draws keener. To help distinguish themselves, and gain or maintain their competitive advantage, many businesses have turned to customer relationship mana...

We conduct two studies to test three hypotheses: (1) Competition increases a firm’s customer satisfaction; (2) Rivals’ customer satisfaction increases a firm’s customer satisfaction; (3) Rivals’ customer satisfaction reduces a firm’s sales. First, we use store-level customer satisfaction data from a supermarket chain. Next, we consider a range of industries, using brand-level customer satisfact...

Customers are important intangible assets of a firm that should be valued and managed. Although researchers and practitioners have recently emphasized customer relationships and customer lifetime value, these concepts have had limited impact on the business and investment community for two main reasons: (a) they require extensive data and complex modeling, and (b) researchers have not shown a s...

The nature and quality of a firm’s dialogue with its customers is a core capability. Few firms are able to manage this dialogue effectively and use what they know to add more value for customers and ultimately improve firm performance. Knowledge management (KM) functions are therefore being asked how their expertise can help companies do a better job in this area. This paper examines the wide v...

A number of recent marketing studies examine the stock market's response to the release of American Customer Satisfaction Index (ACSI) scores. The broad purpose of these studies is to investigate the stock market's valuation of customer satisfaction. However, a key focus is on whether customer satisfaction information predicts long-run returns. We provide evidence on the market's pricing of ACS...