Retirement policies often seek to set minimum pensions at levels that enable single and married pensioners to have the same standard of living. The existing literature on consumer equivalence scales provides little assistance in reaching this policy objective, as the estimated scales are both imprecise and reliant upon strong and opaque assumptions. This paper proposes an alternative modelling ...

The widespread adoption of activity based costing enables rms to allocate common service costs to each customer allowing for precise measurement of both the cost to serve a particular customer and the customer's pro tability. In this paper, we investigate how the use of such customer cost information a ects a rm's customer acquisition and retention strategies, and ultimately its pro t using a t...

Many firms operate customer communities online. This is motivated by the belief that customers who join the community become more engaged with the firm and/or its products, and as a result, increase their economic activity with the firm. We describe this potential economic benefit as “social dollars.” This paper contributes evidence for the existence and source of social dollars using data from...

Abstract The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our ...

CRM “is a business strategy that aims to understand, anticipate and manage the needs of an organisation’s current and potential customers”. Customer Relationship Management provides a customer classification and prediction which is used for the optimization of business process. customers”. It is a “comprehensive approach which provides seamless integration of every area of business that touches...

W investigate the association between information contained in the American Customer Satisfaction Index (ACSI) metric and future stock market performance. Some past research has provided results suggesting that the financial markets misprice customer satisfaction; i.e., firms advantaged in customer satisfaction are posited to earn positive future-period abnormal stock returns. We reexamine this...

Service research has emphasized triad relationships between a firm, employees and customers. To coordinate these stakeholders effectively, it is highly important to understand what service activities are beneficial to all or some of these stakeholders. Yet, the recent increase in C2C interaction may make the problem more complex. This study proposes a methodology combining statistical technique...

regarding the importance of the customer in today'scompetitive world, and considering the previous researches whichindicated the cost of attracting new customers is far more than the costof maintaining customer loyalty, studying the methods of obtainingand maintaining customer loyalty in various businesses has received ahigh priority. the purpose of this study is to determine thecomponents...

Software agents, semi-intelligent autonomous tools, will play an increasing role in electronic commerce applications. In this paper we give an overview of the work conducted at MIT’s Media Laboratory on different types of agents for electronic commerce: from consumer to consumer “smart” classified ads systems, to merchant agents that provide integrative negotiation capabilities; from agents tha...