دانلود مقالات Customer Relationship Management (CRM) 2012-2013 sciencedirect لیست پنجم

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11  
Successful customer value management: Key lessons and emerging trends Original Research Article
European Management Journal, Volume 31, Issue 1, February 2013, Pages 1-15
Peter C. Verhoef, Katherine N. Lemon
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Highlights

► We put forth six important lessons that firms can employ for successful CVM, integrating available research knowledge and best practices: ► We discuss three emerging trends in customer value management important for a further development of this field. ► The overarching theme across the six lessons, is that firms can only outperform competition, when they implement customer-centric strategies.
12  
Comparison between hotels and motels using CRM effect model – An empirical study in Taiwan Original Research Article
International Journal of Hospitality Management, Volume 31, Issue 4, December 2012, Pages 1254-1263
Shwu-Ing Wu, Jui-Ho Chen
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13  
Relationship or revenue: Potential management conflicts between customer relationship management and hotel revenue management Original Research Article
International Journal of Hospitality Management, Volume 31, Issue 3, September 2012, Pages 864-874
Xuan Lorna Wang
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14  
The Development of a Strategic CRM-i Framework: Case Study in Public Institutions of Higher Learning Original Research Article
Procedia - Social and Behavioral Sciences, Volume 75, 3 April 2013, Pages 36-43
Nor Hapiza Mohd Ariffin
15  
Customer loyalty programs to sustain consumer fidelity in mobile telecommunication market Original Research Article
Expert Systems with Applications, Volume 39, Issue 12, 15 September 2012, Pages 11269-11275
Aras Keropyan, Ana Maria Gil-Lafuente
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Highlights

► In this study, our objective is to deliver different customer loyalty programs to the most adequate consumers according to their characteristics. ► Six loyalty programs and seven different customer segments are being taken into account. ► The clients from the higher social class who are supposed to have higher incomes appreciate most big rewards such as mobile phones and tablet pc’s. ► Surprisingly, the customer segment that includes pensioners and housewives welcome very positively if they are introduced to a free SMS service/program.
16  
CRM strategies for a small-sized online shopping mall based on association rules and sequential patterns Original Research Article
Expert Systems with Applications, Volume 39, Issue 9, July 2012, Pages 7736-7742
Beomsoo Shim, Keunho Choi, Yongmoo Suh
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Highlights

► We define VIP in terms of RFM value, and develop a classification model using data mining techniques. ► We identify association rules and sequential patterns hidden in the transaction data of solely VIP customers. ► We propose CRM strategies for based on the identified rules and patterns, respectively.
17  
How do competitive environments moderate CRM value? Original Research Article
Decision Support Systems, In Press, Corrected Proof, Available online 12 November 2012
Alfred Zhu Liu, Hongju Liu, Sean Xin Xu
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18  
Decision execution mechanisms of IT governance: The CRM case Original Research Article
International Journal of Information Management, Volume 32, Issue 2, April 2012, Pages 147-157
Shutao Dong
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Highlights

► Decision execution mechanisms are significant drivers of CRM diffusion. ► Vertical advocacy has a greater effect on CRM use and firm performance gains. ► Horizontal coordination has a greater effect on process gains. ► CRM use improves firm performance through creating process-level benefits.
19  
CRM in Organizational Structure Design Original Research Article
Procedia Technology, Volume 1, 2012, Pages 579-582
Hamid Tohidi, Mohammad Mehdi Jabbari
20  
An enhanced Customer Relationship Management classification framework with Partial Focus Feature Reduction Original Research Article
Expert Systems with Applications, Volume 40, Issue 6, May 2013, Pages 2137-2146
Yan Tu, Zijiang Yang
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Highlights

► Resolve real-world CRM classification problems with high data imbalance and poor data quality. ► Achieve excellent classification performance with the right combination of classification algorithms. ► The effectiveness of the proposed method is validated by a real-world CRM classification data set.



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