the purpose of this study is to evaluate effect of porter`s competitive strategies tomeet customer market orientation needs in petrochemical firms. given the numbers ofproducts of this company, this study examine polyethylene products, so the impact of 3porter`s strategies, differentiation strategy, focus strategy, cost leadership strategy,evaluate in response to market orientation needs of thi...

The authors present a unified strategic framework that enables competing marketing strategy options to be traded off on the basis of projected financial return, which is operationalized as the change in a firm’s customer equity relative to the incremental expenditure necessary to produce the change. The change in the firm’s customer equity is the change in its current and future customers’ life...

includes research articles that focus on the analysis and resolution of managerial and academic issues based on analytical and empirical or case research Executive Summary KEY WORDS Service Quality Cellular Mobile Services Exploratory Factor Analysis Confirmatory Factor Analysis Competitiveness With the liberalization and internationalization in telecommunication, service quality has become an ...

Many telco analytics require maintaining call profiles based on recent customer call patterns. Such call profiles are typically organized as aggregations computed at different time scales over the recent customer interactions. Customer call profiles are key inputs for analytics targeted at improving operations, marketing, and sales of telco providers. Many of these analytics require clustering ...

Recent research has found that fairness plays a key role in customer satisfaction. Fairness in an online context and how it influences customer satisfaction, however, has yet been investigated. This research examines satisfaction from a fairness lens and explores the mediators of fairness to satisfaction in the internet bank context. 131 surveys were analyzed and results show that in internet b...

Customer satisfaction has long been recognized as one of the critical success factor in today’s competitive business environment as it affects companies’ market share and customer retention (Ooi et al. 2011). O'Sullivan and Mc Callig (2012) also find that customer satisfaction positively and significantly moderates the earnings-firmvalue relationship as customer satisfaction is key operational ...

A novel approach for customer segmentation based on neural network is proposed in this paper. Customer purchase behavior is considered in the neural network by clustering technique. Compared with existing research, more information is included in the segmentation process. The experimental results indicate that our method is effective in customer segmentation. Key-Words: Neural network, clusteri...

Business response to customers’ need for service (before, during, and after purchase) is mixed –from investing significantly to not investing at all or even to de-investing – indicating an ambiguity regarding customer service’s impact on performance. In this paper we test the impact of god and bad customer service on key business variables such as customer satisfaction, perceived relative attra...

W estimate the joint impact of the frequency reward and customer tier components of a loyalty program on customer behavior and resultant sales. We provide an integrated analysis of a loyalty program incorporating customers’ purchase and cash-in decisions, points pressure and rewarded behavior effects, heterogeneity, and forward-looking behavior. We focus on four key research questions: (1) How ...

rapid growth of e-commerce has made the competition quite different. in this new environment customers have wide choices and are looking forward to the support which guarantees the delivery of what they have chosen. this leads to complexity in the relationship between the provider and the customer which obviously is made more in a b2b environment. service level agreement (sla) is a key tool to ...