a r t i c l e i n f o The importance of the customer's role in the management of a firm has been increasing for the last twenty years. A firm's organizational capabilities, both internally and externally oriented, are essential for increasing customer value creation and the focus of this paper is on market orientation, knowledge management and customer relationship management. The aim of the st...

This article uses information from two data sources, Compustat and Nexis Uni, textual analysis to measure validate the brand focus customer of 109 U.S. listed retailers. The results an their 853 earnings calls in 2010 2018 outline that on average, both foci increased over time. Although vary substantially, varies more widely across retailers than focus. Both are independent each other. Specialt...

A healthcare provider can extend its customer relationship management program by sponsoring an online, patient discussion group. In those groups, patients may discuss adverse events that are inadequately addressed in the literature. The author, as a cancer patient, joined two online, patient discussion groups and identified four types of such adverse events. For each such adverse event, the pat...

We describe the concept of Web-based collaborative customer care and our experience designing a proof of concept solution for a real-world customer. The paper describes the requirements for collaborative customer care and the features of the implemented system. They differ from the requirements for workgroup collaboration due to differences in users, tasks and goals, and context of use. We also...

The purpose of this study was to develop the yet limited empirical knowledge on the intensity of customer interaction and on specific customer roles in service innovation processes. An empirical study of twelve (12) business service innovation projects was conducted in cleaning and security, financial, and ICT services. We examined both ad hoc and formalised innovation processes. Overall in the...

Contemporary companies try to build customer relationship management systems based on the customer social relations and behavioral patterns. This is in correspondence with the current trend in marketing that is to move from broadcast marketing operation to a one-to-one marketing. The key issue in this activity is predicting to which products or services a particular customer was likely to respo...

With the development of technology and improvement customer awareness, customers enterprises are becoming more proactive in process cooperation. Among these developments is value creation brand network. The community changes with accumulation resources during journey, it particularly important to explore impact resource regulatory focus for on value. Previous research mainly focused role stages...

customer segmentation is one of the main and key issues in customer relationship management studies. one of the main challenges of customer segmentation is segments’ instability and changes over time. segments’ changes can be categorized into two main categories including structural and content changes. the focus of this paper is on the structural change which is very important. to analyze the ...