Customer Relations.
Victoria J. Farkas
Bok Engelsk 2010 · Electronic books.
| Omfang | 1 online resource (173 pages)
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|---|---|
| Utgave | 1st ed.
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| Opplysninger | Intro -- Contents -- Preface -- Alan P. Fiske's Relational Models Framework: Applications to Customers' Relationships with Service Marketers -- Abstract -- I. Introduction -- II. Fiske's Relational Models Framework -- III. The Authority Ranking (AR) Relational Model -- IV. Relational Models Implemented in Marketer-Consumer Interactions -- 4.0. Overview of Section IV -- 4.1. The Communal Sharing (CS) Relational Model -- 4.2. The Equality Matching (EM) Relational Model -- 4.3. The Market Pricing (MP) Relational Model -- 4.4. The Asocial (AS) Relational Model -- V. The Personality-Relatedness and Reciprocity (PRR) Relational Framework -- Conclusion -- References -- Measuring Corporate CRM Strategy: Its Model, Methodology and Application -- Abstract -- 1. Introduction -- 2. Theoretical Background -- 2.1. Theoretical Frameworks for Evaluating Corporate Business Performance -- 2.2. Requirements of Performance Measurement Framework -- 3. CRM Assessment Model: CRM Scorecard -- 3.1. Models for CRM Assessment -- 3.2. CRM Scorecard -- Organizational Performance -- Customer Experience -- CRM Process Strategy -- Infrastructure -- 4. Measures for CRM Assessment -- 4.1. Characteristics of CRM Measures -- 4.2. Measures in CRM Scorecard -- 5. Methodology for CRM Assessment -- 5.1. CRM Diagnostic Process -- Considering Industrial / Corporate Characteristics -- Selecting Evaluative Factors -- Weighting Evaluative Factors -- Assigning the Representatives for Evaluative Factors -- Adopting Measures and Methods -- Undertaking Diagnosis -- Evaluating and Reporting -- 5.2. Measurement Scale and Scoring Criteria -- 6. Business Cases -- 6.1. Starting Point of CRM -- See the Unseen Customer Group -- Escape from the Bureaucracy -- 6.2. Realignment of CRM Strategy -- Employee Satisfaction, the Origin of Customer Satisfaction.. - Mark a New Era in Manufacturer's CRM Strategy -- Conclusion -- Acknowledgments -- References -- Inter-Organizational Social Capital As Relationship Investments. an Empirical Investigation of the Effects on Customers' Relationship Satisfaction -- Abstract -- Theory -- Hypotheses -- Method -- Research Design and Sample -- Measures -- Test of Hypotheses and Results -- Conclusion -- References -- Customer Value Analysis: A Two-Stage Data Mining Approach -- Abstract -- 1. Introduction -- 2. Literature Review -- 2.1. Customer Value -- 2.1.1. Customer Perceived Value -- 2.1.2. Customer Contribution Value -- 2.2. Data Mining -- 2.2.1. The Data Mining Process -- 2.2.2. Association Rules -- 2.2.3. Decision Trees -- 3. Research Methodology -- 3.1. The Case Company -- 3.2. Data Pre-Processing -- 3.3. The Prediction Models -- 3.4. Evaluation Methods -- 4. Experimental Results -- 4.1. Decision Trees -- 4.2. Decision Trees + Decision Trees -- 4.3. Association Rules + Decision Trees -- 4.4. Comparisons and Discussions -- Conclusion -- References -- Customer Relations and Loyalty-Based Segmentation: A B2B Approach in the Tourism Industry -- Abstract -- 1. Introduction -- 2. Literature Review -- 3. Methodology -- 4. Results -- Conclusion -- References -- Pros and Cons of Long-Term Customer Relationships -- Abstract -- Introduction -- Customer Relationships -- The Customer in a Customer Relationship -- The Good and Bad of Long-Term Customer Relationships -- Revenues versus Vulnerability of Individual Customers -- Word of Mouth versus Badwill -- Ideas for Development versus Risks -- of Lock-in Effects -- Concluding Discussion -- References -- Involvement as Market Creation - A New Way to Consider Customer Relations -- Abstract -- Involvement as Market Creation - A New Way to Consider Customer Relations -- The Case.. - Understanding Involvement and Customer Relations -- References -- Index -- Blank Page -- Blank Page.
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| Emner | |
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| Dewey | |
| ISBN | 9781617613692
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