customer satisfaction is the major concern to many leading companies throughout the world.customer satisfaction is the major concern to many leading companies throughout the world. more firms use satisfaction ratings as an indicator of the performance of products and services and as an indicator of the company’s future. as lately shown companies that are able to identify customer needs and alig...

In a competitive market, customer decision is made to maximize his utility. It can be assumed that risk of losing a supply chain’s customer can be defined based on products utility from customer point of view. This paper takes account of product price and service level as competition criteria. The proposed model is based on non-cooperative game theory, for one-manufacturer and one-retailer supp...

in this article, decisions about price and stock allocation for a seller with multiple customer classes are analyzed. with each customer arrival, the seller needs to decide about accepting or rejecting the customer’s demand by considering the stock on hand. in the case of acceptance, one needs to decide about the selling price. after any change in the inventory level, decision about continuing ...

The market enthusiasm generated around investment in CRM technology is in stark contrast to the naysaying by many academic and business commentators. This raises an important research question concerning the extent to which companies should continue to invest in building a CRM capability. Drawing on field interviews and a survey of senior executives, the results reveal that a superior CRM capab...

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...

As customers' needs have changed rapidly, market orientation has become a more primary focus of marketing literature. This study explores the strategies market-oriented suppliers use to accommodate customer needs. In addition, because buyer–seller relationships proceed through phases characterized by distinct behaviors, this study explores the relationship between market orientation and accommo...

As the customers are the main reason of the formation and survival of the organization, not only understanding their obvious needs, but also forecasting, determining and guiding their hidden needs, design and implementing plans of offering services for meeting these needs for attracting customers are among cornerstone of any activity in the organization. In this research, one compares the perfo...

Abstract The Social Web offers new opportunities, such as direct market access, interactive customer contact or a better understanding of market demands, in the field of customer relationship management (CRM). Consequently, firms develop new strategies, processes and technologies to utilise the Social Web for their needs. From the perspective of CRM, the Social Web creates an opportunity to dir...

In this paper we present the structure of “customer disvalue” phenomenon as the complementary concept for customer value. Authors, who are proponents of humanized marketing, rely on the lived-experience of customers as the primary source of data in order to grasp a first-hand understanding of the phenomenon that has been profoundly shadowed by objectivism of economics. The research is based on ...