This research investigates whether or not employee engagement has an impact on upselling effectiveness in the car rental service industry, where upselling is a key performance metric for customer development. Our empirical strategy employs a series of simple empirical tests based on measures of engagement constructed using various sub-groups of employees and questions. The main results demonstr...

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...

Lean deveLopment is a product development paradigm with an endto-end focus on creating value for the customer, eliminating waste, optimizing value streams, empowering people, and continuously improving (see Figure 11). Lean thinking has penetrated many industries. It was first used in manufacturing, with clear goals to empower teams, reduce waste, optimize work streams, and above all keep marke...

Given increased global competition and consumers’ increasing price sensitivity, apparel retailers such as J. C. Penney have begun to focus on quick response and cycle time reduction as part of their overall business strategy. Extensive use of interorganizational linkages with major suppliers has become a key component in designing more effective, responsive strategies to meet changing corporate...

With the growing recognition of the customer’s role in service creation and delivery, there is an increased impetus on building customer-centric organizations. Digital technologies play a key role in such organizations. Prior research studying digital business strategies has largely focused on building production-side competencies and there has been little focus on customer-side digital busines...

many e-commerce transactions via e-payment systems is carried out. the aim of this study is that the theory of structures, an empirical analysis about the importance and ranking key factors that may be on customer satisfaction in electronic payment systems affect the iranian banks.9 specific topics of the factors in e-payment systems, customer satisfaction and affect are more key, were selected...

A key differentiator in a competitive market place is customer satisfaction. As per Gartner 2012 report, only 75%-80% of IT projects are successful. Customer satisfaction should be considered as a part of business strategy. The associated project parameters should be proactively managed and the project outcome needs to be predicted by a technical manager. There is lot of focus on the end state ...

this paper investigates the role of factors affecting the quality of the service provided by state banks in karaj in their key customers’ satisfaction. the conceptual framework of this research shows the effect of factors such as empathy, assurance, responsiveness, reliability and physical realities on customer satisfaction. using a descriptive method, this idea has investigated through using a...

Intellectual capital (IC) is organizational intangible asset which is frequently associated with performance. IC is commonly categorized into three core components: human capital, structural capital and relational capital. This study takes a step further in the evolution of the IC model for the hotel industry and divides relationship capital into two categories: End customer- relationship capit...

A problem of identifying key drivers in customer satisfaction analysis is considered in relation to Kano theory on the relationship between product quality and customer satisfaction using tools from Cooperative Game Theory and Risk Analysis. We use Shapley Value and Attributable Risk techniques to identify priorities of key drivers of customer satisfaction, or key dissatisfiers and key enhancer...