We extend Schmittlein et al.’s model (1987) of customer lifetime value to include satisfaction. Customer purchases are modeled as Poisson events and their rates of occurrence depend on the satisfaction of the most recent purchase encounter. Customers purchase at a higher rate when they are satisfied than when they are dissatisfied. A closed-form formula is derived for predicting total expected ...

nowadays, managing the relations between customers is a fundamental necessity in activities leading to the promotion in the chain of an organization. in fact, customers satisfaction and quality of services are considered as the vital issues in most industries and services. after-sales services will also become more important in near future in iran and the survival of domestic automobile industr...

in recent years, reducing emissions has become an important issue. besides reducing the economic costs, reducing the fuel consumption decreases emissions, pollutant impact and increases society health as well. green vehicle routing problem are a major key to reduce hazardous effects of transportation such as air pollution, greenhouse gas (ghg) emissions, noise and the like. generally, the amoun...

introduction: hospitals as important sector of health care system has special location in health economic science. increasing of the operational costs in hospital and limitation in financing cause that hospital as an economic firm use cost analysis and prepare effective using of resource and boost productivity. therefore this study was conducted to calculate daily- patient hotel cost in hospita...

Observation of justice is one of the most important indexes influencing satisfaction of the personnel of an organization so that perceiving injustice will result in the personnel dissatisfaction thereby leaving negative influence on their performance [38]. This situation also influences the customers’ satisfaction in the service organizations where the personnel have direct and face-to-face con...

This paper presents the connection between logistics and customer service. The customer service is one the most powerful elements available of the organization in the search competitive advantage, but the least well managed. The message of this article is that performance of customer service depends the skill with the logistics system designed and managed. The output of all logistics activity i...

Internet portals have been using the email service to attract new members and to retain existing customers. This research aims to enhance the understanding of mechanisms associated to users' intention for email switching (IES). We have employed customer's satisfaction on email service, attractive alternatives, and switching cost to explain the dynamics of IES. Customer's satisfaction is measure...

This paper concerns with a mathematical model considering customer satisfaction requirements in a supply chain. The model tradeoffs the supply chain ability to fulfill the customers’ requirements and the limited budget in a variety of production phases. The decisions made here help to determine the profit provider price and economic quantity while the effective supplier and priori requireme...

background: high prevalence and increasing rate of asthmatic patients around the word witnesses the high burden of asthma. we have limited data on asthma burden and economic costs in iran. this study aimed to find direct and indirect economic costs of asthma and their association with some background factors in one of the referral tertiary centers for adult patients with asthma. methods: we sur...

today more than ever customer orientation as the most important competitive advantage has gained an increasing importance. this paper aims to examine the relation between perceived value, perceived quality, customer satisfaction, and re-purchase intention in tehran department stores. this is a descriptive survey study. the statistical population of the research is composed of customers of the t...