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

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Intranet portals: Marketing and managing individuals’ acceptance and use Original Research Article
Australasian Marketing Journal (AMJ), Volume 20, Issue 2, May 2012, Pages 147-157
William D. Neill, James E. Richard
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Highlights

► Prior experience and perceived usefulness show the strongest influence on intention to use portals. ► Increased Internet self-efficacy, without intranet specific experience, negatively affects portal usefulness. ► Internal marketing with IT departments provide increased benefits to users. ► Sell portal usefulness and provide opportunities to gain experience through use.
112  
Adding clicks to bricks: A study of the consequences on customer loyalty in a service context Original Research Article
Electronic Commerce Research and Applications, Volume 11, Issue 1, January–February 2012, Pages 36-48
Estela Fernández-Sabiote, Sergio Román
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Highlights

► In a context of multichannel service customers, this study analyzes how value provided by each channel (offline and online) builds loyalty. ► It also analyzes the moderating role of complexity of services used and customers’ Internet access in the service value–loyalty link. ► Results from 302 multichannel financial services customers show that the offline value has a stronger effect on overall loyalty than online value.
113  
What the eye does not see, the mind cannot reject: Can call center location explain differences in customer evaluations? Original Research Article
International Business Review, Volume 21, Issue 5, October 2012, Pages 957-967
Gianfranco Walsh, Matthias Gouthier, Dwayne D. Gremler, Simon Brach
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Highlights

► This study examines customer perceptions of Offshore Call Centers by simultaneously considering call center location, as well as the call center agent's accent and customer orientation. ► Data are collected from a sample of more than German 800 customers using call centers located in three countries Germany, Poland, and Turkey. ► Findings suggest that neither accent detection nor call center location relate to customer satisfaction, trust, or word-of-mouth communication; only perceived customer orientation has an effect on these outcomes. ► Thus, offshore call center locations are not necessarily associated with lower performance outcomes. ► The findings suggest service firms should place a higher priority on ensuring call center agents have a strong customer orientation, rather than on neutralizing accents or avoiding call centers abroad.
114  
How mutuality reinforces partnership development: Japanese and Korean marketing perspectives Original Research Article
Industrial Marketing Management, Volume 41, Issue 5, July 2012, Pages 770-779
Yang-Im Lee, Peter R.J. Trim
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115  
Solution business models: Transformation along four continua Original Research Article
Industrial Marketing Management, In Press, Corrected Proof, Available online 2 June 2013
Kaj Storbacka, Charlotta Windahl, Suvi Nenonen, Anna Salonen
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116  
Brands as relationship partners: Warmth, competence, and in-between Original Research Article
Journal of Consumer Psychology, Volume 22, Issue 2, April 2012, Pages 177-185
Susan Fournier, Claudio Alvarez
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117  
A fuzzy logic based approach for modeling quality and reliability related customer satisfaction in the automotive domain Original Research Article
Expert Systems with Applications, Volume 40, Issue 2, 1 February 2013, Pages 800-810
Rahul Chougule, Vineet R. Khare, Kallappa Pattada
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Highlights

► A novel approach to assess quality and reliability related customer satisfaction from field failure data at each individual customer level. ► A unique combination of techniques (fuzzy logic, grid search) to model the customer satisfaction. ► Validation of developed model with real world data in automotive domain. ► Generic approach that can be applied to assess customer satisfaction in other domains such as consumer electronics, consumer durables.
118  
Good customers: The value of customers by mode of acquisition Original Research Article
Australasian Marketing Journal (AMJ), Volume 21, Issue 2, May 2013, Pages 119-125
Mark D. Uncles, Robert East, Wendy Lomax
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119  
Customer event history for churn prediction: How long is long enough? Original Research Article
Expert Systems with Applications, Volume 39, Issue 18, 15 December 2012, Pages 13517-13522
Michel Ballings, Dirk Van den Poel
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Highlights

► We analyze how long customer event history should be in churn prediction. ► We estimate churn models with customer event history from one to sixteen years. ► After the fifth additional year, predictive performance is only marginally increased. ► 69% of data can be discarded with almost no decrease in predictive performance. ► In times of big data and increasing computational complexity this is paramount.
120  
Churn management optimization with controllable marketing variables and associated management costs Original Research Article
Expert Systems with Applications, Volume 40, Issue 6, May 2013, Pages 2198-2207
Yong Seog Kim, Hyeseon Lee, John D. Johnson
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Highlights

► Formulate churn management problem as an optimization problem while minimizing cost. ► Identify controllable marketing variables and assign management costs for optimization. ► Solve a global churn management problem using partial least square optimization method. ► Select customers based on churn probability or management costs as a local optimization. ► Combine optimization models designed for entire customers and subsets of customers.



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