Log in

Relevant bibliographies by topics / Customer centric marketing / Journal articles

To see the other types of publications on this topic, follow the link: Customer centric marketing.

Journal articles on the topic 'Customer centric marketing'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 April 2022

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles

Select a source type:

Consult the top 50 journal articles for your research on the topic 'Customer centric marketing.'

Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.

You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.

Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.

1

Andaleeb, Syed Saad, Mamunur Rashid, and Quazi Akhlaqur Rahman. "A model of customer-centric banking practices for corporate clients in Bangladesh." International Journal of Bank Marketing 34, no. 4 (2016): 458–75. http://dx.doi.org/10.1108/ijbm-10-2014-0156.

Full text

Abstract:

Purpose – Customer-centric banking envisions that banks should meet both tangible and intangible satisfaction criteria of their customers. The purpose of this paper is to investigate the customer-centric banking practices that drive satisfaction of corporate customers in Bangladesh. Design/methodology/approach – Financial managers from a sample of 112 non-financial listed companies were interviewed. The study employed a structured questionnaire using Likert scales. Exploratory factor analysis followed by multiple regression analysis were used to test the effects of both tangible and intangible

APA, Harvard, Vancouver, ISO, and other styles

2

Lie, Fei, and Tjahjaning Tingastuti Suryosuseno. "Sistem Pendukung Keputusan Pemilihan Laptop Menggunakan Metode Topsis." CAHAYAtech 7, no. 2 (2019): 119. http://dx.doi.org/10.47047/ct.v7i2.99.

Full text

Abstract:

Competition in the banking sector requires every bank to compete to make types of credit products that are able to attract customers to want to transact with banks. Marketing with a product centric strategy needs to be combined with a customer centric to keep Customer Relationship Management in good order with customers. Customer identity can be used to realize the concept of a customer centric marketing strategy. This study describes the role of Data Mining on customer data accompanied by the application of Decision Tree techniques with the C4.5 algorithm to identify the most influential fiel

APA, Harvard, Vancouver, ISO, and other styles

3

Amir, Sanusi, and Heri Abijono. "Penerapan Data Mining untuk Mendukung Pemasaran Produk Pinjaman Bank." CAHAYAtech 7, no. 2 (2019): 161. http://dx.doi.org/10.47047/ct.v7i2.102.

Full text

Abstract:

Competition in the banking sector requires every bank to compete to make types of credit products that are able to attract customers to want to transact with banks. Marketing with a product centric strategy needs to be combined with a customer centric to keep Customer Relationship Management in good order with customers. Customer identity can be used to realize the concept of a customer centric marketing strategy. This study describes the role of Data Mining on customer data accompanied by the application of Decision Tree techniques with the C4.5 algorithm to identify the most influential fiel

APA, Harvard, Vancouver, ISO, and other styles

4

Voropai, Olga. "Customer Centric Marketing Strategy for Universities." Scientific Papers NaUKMA. Economics 3, no. 1 (2018): 28–32. http://dx.doi.org/10.18523/2519-4739312018148782.

Full text

APA, Harvard, Vancouver, ISO, and other styles

5

Cheng, Hsing Kenneth, and Kutsal Dogan. "Customer-centric marketing with Internet coupons." Decision Support Systems 44, no. 3 (2008): 606–20. http://dx.doi.org/10.1016/j.dss.2007.09.001.

Full text

APA, Harvard, Vancouver, ISO, and other styles

6

Osborne, Phil, and David Ballantyne. "The paradigmatic pitfalls of customer-centric marketing." Marketing Theory 12, no. 2 (2012): 155–72. http://dx.doi.org/10.1177/1470593112441564.

Full text

Abstract:

This article will argue that, despite customer-centric intent, marketing theory remains trapped in a firm-centric paradigm. How this apparent contradiction has endured is discussed critically with reference to what we see as four influential marketing perspectives. These perspectives are the 4Ps marketing mix, market-based assets, relationship marketing, and customer equity. Apart from the 4Ps mix, these marketing perspectives are seldom recognized as problematic. We argue that the firm-centric approach to value creation embedded in these four influential frameworks overwhelms marketing’s cust

APA, Harvard, Vancouver, ISO, and other styles

7

Bruhn, Manfred, and Stefanie Schnebelen. "Integrated marketing communication – from an instrumental to a customer-centric perspective." European Journal of Marketing 51, no. 3 (2017): 464–89. http://dx.doi.org/10.1108/ejm-08-2015-0591.

Full text

Abstract:

Purpose Despite decades of scientific and practical experience in the field of integrated marketing communication (IMC), little is known about the role of IMC in the era of new media. The purpose of the present paper is to undertake a first step to close this gap by proposing thought-provoking impulses for customer-centric IMC. This is done by discussing central premises of customer-centric IMC in terms of the changed conditions on the media markets, its challenges and principles and its implementation issues. Design/methodology/approach The paper provides a conceptual approach to customer-cen

APA, Harvard, Vancouver, ISO, and other styles

8

Heinonen, Kristina. "Multiple perspectives on customer relationships." International Journal of Bank Marketing 32, no. 6 (2014): 450–56. http://dx.doi.org/10.1108/ijbm-06-2014-0086.

Full text

Abstract:

Purpose – The purpose of this paper is to describe and conceptualize customer relationships in the financial service sector, focussing on three aspects of customer-bank relationships: the financial service provider perspective, the customer-provider dyad, and the customer context. Design/methodology/approach – Through a short review of the eight papers included in this special issue, this paper illustrates different aspects of customer relationships. It explores customer value formation in the context of banking services, the dynamics and strength of customer relationships, and strategies for

APA, Harvard, Vancouver, ISO, and other styles

9

Zaytseva, Luydmila N., Anna V. Kalinkina, and Christie Koontz. "Marketing of Your Library: Customer-centric Approach." Bibliotekovedenie [Library and Information Science (Russia)], no. 2 (April 23, 2013): 78–87. http://dx.doi.org/10.25281/0869-608x-2013-0-2-78-87.

Full text

Abstract:

On the training workshop “Marketing of Your Library: Customer-centric Approach” held at the Russian state Library under the direction of Dr. Christie Koontz. The workshop was attended by representatives of various types and kinds of Moscow and Moscow region libraries: federal, regional, municipal; public, scientific and technical, university, departmental, etc., as well as educational institutions for staff training of library and information sector.

APA, Harvard, Vancouver, ISO, and other styles

10

Hendar, Hendar, Augusti Tae Ferdinand, and Tatiek Nurhayati. "Introducing the religio-centric positional advantage to Indonesian small businesses." Management & Marketing 12, no. 1 (2017): 78–102. http://dx.doi.org/10.1515/mmcks-2017-0006.

Full text

Abstract:

Abstract With a focus on small religion-based businesses in Indonesia, this research examines whether marketing innovativeness, customers responsiveness and competitors′ responsiveness can improve marketing performance. A conceptual model on the correlation of these three variables with religio-centric positional advantage and marketing performance is examined by using structural equation model. For this purpose 335 small businesses of Islamic Fashion had been studied using purposive sampling from 11 regencies/cities in Central Java (Indonesia). The results showed that (1) small companies in t

APA, Harvard, Vancouver, ISO, and other styles

11

Dang, Thuy T., and Anh D. Pham. "What make banks’ front-line staff more customer oriented? The role of interactional justice." International Journal of Bank Marketing 38, no. 4 (2020): 777–98. http://dx.doi.org/10.1108/ijbm-09-2019-0321.

Full text

Abstract:

PurposeWhile technological advances have been changing the way that services are delivered to customers, direct interaction between banks’ front-line staff and customers still holds its distinct position in the banking sector. This research investigates the relationship between interactional justice and the willingness of commercial banks’ front-line staff to engage in customer-centric behaviors, as well as the mediators behind this relationship.Design/methodology/approachThis research combined both qualitative and quantitative research methods. In-depth interviews were employed to explore the

APA, Harvard, Vancouver, ISO, and other styles

12

Grönroos, Christian, and Johanna Gummerus. "The service revolution and its marketing implications: service logic vs service-dominant logic." Managing Service Quality 24, no. 3 (2014): 206–29. http://dx.doi.org/10.1108/msq-03-2014-0042.

Full text

Abstract:

Purpose – The purpose of this conceptual paper is to analyse the implications generated by a service perspective. Design/methodology/approach – A conceptual analysis of two approaches to understanding service perspectives, service logic (SL) and service-dominant logic (SDL), reveals direct and indirect marketing implications. Findings – The SDL is based on a metaphorical view of co-creation and value co-creation, in which the firm, customers and other actors participate in the process that leads to value for customers. The approach is firm-driven; the service provider drives value creation. Th

APA, Harvard, Vancouver, ISO, and other styles

13

Sheth, J. N., R. S. Sisodia, and A. Sharma. "The Antecedents and Consequences of Customer-Centric Marketing." Journal of the Academy of Marketing Science 28, no. 1 (2000): 55–66. http://dx.doi.org/10.1177/0092070300281006.

Full text

APA, Harvard, Vancouver, ISO, and other styles

14

Aksoy, Lerzan, Timothy L. Keiningham, and David Bejou. "Objectives of Customer Centric Approaches in Relationship Marketing." Journal of Relationship Marketing 6, no. 3-4 (2008): 1–8. http://dx.doi.org/10.1300/j366v06n03_01.

Full text

APA, Harvard, Vancouver, ISO, and other styles

15

France, Cassandra, Debra Grace, Bill Merrilees, and Dale Miller. "Customer brand co-creation behavior: conceptualization and empirical validation." Marketing Intelligence & Planning 36, no. 3 (2018): 334–48. http://dx.doi.org/10.1108/mip-10-2017-0266.

Full text

Abstract:

PurposeThe purpose of this paper is to expand on existing co-creation knowledge in order to accurately conceptualize, operationalize and contextualize the customer brand co-creation behavior concept from a customer perspective.Design/methodology/approachA quantitative approach is adopted in this study, using structural equation modeling to verify the co-creation of brand value for those customers who co-create.FindingsA new four-dimensional co-creation behavior concept is supported, highlighting the role of development, feedback, advocacy and helping, in the co-creation of brand value. Further

APA, Harvard, Vancouver, ISO, and other styles

16

Sievonkaieva, Olha. "Marketing communications technologies in modern conditions." Problems of Innovation and Investment Development, no. 26 (September 29, 2021): 90–97. http://dx.doi.org/10.33813/2224-1213.26.2021.9.

Full text

Abstract:

Abstract. Modern companies and enterprises, regardless of the field of activity, try to establish and organize lasting relationships with consumers, partners, suppliers, etc. One of the means of solving this issue is the introduction of effective communication activities in enterprises, which is able to ensure their prosperity and effective functioning in the new business environment. Companies need to implement the principles of customer-centric marketing: to create products and services based on the needs and values of the customer, the study of customer experience, to use the knowledge of e

APA, Harvard, Vancouver, ISO, and other styles

17

Finne, Åke, and Christian Grönroos. "Communication-in-use: customer-integrated marketing communication." European Journal of Marketing 51, no. 3 (2017): 445–63. http://dx.doi.org/10.1108/ejm-08-2015-0553.

Full text

Abstract:

Purpose This conceptual paper aims at developing a customer-centric marketing communications approach that takes the starting point in the customer ecosystem. Design/methodology/approach After a critical analysis of existing marketing communications and integrated marketing communication (IMC) approaches, a customer-driven view of marketing communications is developed using recent developments in relationship communication, customer-dominant logic and the notion of customer value formation as value-in-use. Findings A customer-integrated marketing communication (CIMC) approach centred on a comm

APA, Harvard, Vancouver, ISO, and other styles

18

Bapat, Dhananjay, and Asha Naik. "Customer centricity for growth – Yes Bank experience." Emerald Emerging Markets Case Studies 3, no. 2 (2013): 1–16. http://dx.doi.org/10.1108/eemcs-01-2013-0010.

Full text

Abstract:

Subject area Marketing, strategy. Study level/applicability This case is suitable for post graduate and executive development students. Case overview The case provides perspectives of customer centric practices of Yes Bank which has the objective of becoming the best quality bank of the world in India. The case study outlines how Yes Bank has become the fastest growing bank by its strong focus on customers through its committed and innovative employees. The customer centricity develops strong existing relationships and focuses on providing exceptional customer service, leading to better financ

APA, Harvard, Vancouver, ISO, and other styles

19

Asia, Narpat, Pramod Paliwal, and Yupal Shukla. "Seeking reliable services: a case of natural gas distribution utility." Emerald Emerging Markets Case Studies 11, no. 3 (2021): 1–21. http://dx.doi.org/10.1108/eemcs-09-2020-0351.

Full text

Abstract:

Learning outcomes The learning outcome of this paper are as follows: enabling students to learn about business and marketing issues of the natural gas distribution industry. To expose students to organizational processes aimed at finding solutions to customer issues. To make them appreciate the aspects of service quality and SERVQUAL model. To make the students aware of the significance of market research for problem-solving. How to use market research findings to address the customer issues? Enabling the students to learn how cross-functional teams contribute to addressing marketing and custo

APA, Harvard, Vancouver, ISO, and other styles

20

Azeem, Muhammad, Sania Aziz, Jawad Shahid, Aamir Hayat, Munir Ahmed, and Muhammad Imran Khan. "The impact of customer-centric business strategies on customer relationship management: pharmaceutical field-force perspective." International Journal of Pharmaceutical and Healthcare Marketing 16, no. 1 (2021): 138–54. http://dx.doi.org/10.1108/ijphm-09-2020-0083.

Full text

Abstract:

Purpose In a modern business scenario, firms have implemented customer-centric approaches to enable customer relationship management (CRM) to trigger business excellence. Business strategies are modernizing business marketing operations that mainly focused on the retention of profitable customers. The purpose of this study is to empirically investigate the impact of marketing strategies (MS), information technology support (IT-S) and knowledge sharing (KS) in the effect of CRM in the pharmaceutical sector of Punjab, Pakistan. Design/methodology/approach Data were collected from the field force

APA, Harvard, Vancouver, ISO, and other styles

21

Niininen, Outi, Dimitrios Buhalis, and Roger March. "Customer empowerment in tourism through consumer centric marketing (CCM)." Qualitative Market Research: An International Journal 10, no. 3 (2007): 265–81. http://dx.doi.org/10.1108/13522750710754308.

Full text

APA, Harvard, Vancouver, ISO, and other styles

22

Morrish, Sussie C., Morgan P. Miles, and Jonathan H. Deacon. "Entrepreneurial marketing: acknowledging the entrepreneur and customer-centric interrelationship." Journal of Strategic Marketing 18, no. 4 (2010): 303–16. http://dx.doi.org/10.1080/09652541003768087.

Full text

APA, Harvard, Vancouver, ISO, and other styles

23

Patro, Sanjay. "Book Review: Marketing Channel Management — A Customer Centric Approach." Management and Labour Studies 31, no. 3 (2006): 299–300. http://dx.doi.org/10.1177/0258042x0603100309.

Full text

APA, Harvard, Vancouver, ISO, and other styles

24

Sheth, Jagdish, Varsha Jain, and Anupama Ambika. "Repositioning the customer support services: the next frontier of competitive advantage." European Journal of Marketing 54, no. 7 (2020): 1787–804. http://dx.doi.org/10.1108/ejm-02-2020-0086.

Full text

Abstract:

Purpose This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a strategic profit center. Authors demonstrate how customer support or after sales services can be a source of competitive advantage and revenue generation for firms. Design/methodology/approach The study adopts a conceptual approach grounded in theoretical foundations of service dominant logic, customer loyalty and customer centricity along with practical illustrations from the industry. Findings Following the tenets

APA, Harvard, Vancouver, ISO, and other styles

25

Chomvilailuk, Rojanasak, and Ken Butcher. "The impact of strategic CSR marketing communications on customer engagement." Marketing Intelligence & Planning 36, no. 7 (2018): 764–77. http://dx.doi.org/10.1108/mip-10-2017-0248.

Full text

Abstract:

Purpose The purpose of this paper is to determine the effectiveness of strategic corporate social responsibility (CSR) initiatives that seek to enhance customer engagement, through different forms of positive word of mouth. Design/methodology/approach A total of 258 responses were collected from customers of mobile telephone service providers, and analysed using t-tests, ANOVA and structural equation modelling. The survey embedded a realistic press release, purporting to originate from the respondent’s service provider, communicating CSR information. Findings Mobile telephone users are largely

APA, Harvard, Vancouver, ISO, and other styles

26

Kamboj, Shampy, Mayank Yadav, Zillur Rahman, and Praveen Goyal. "Impact of Social CRM Capabilities on Firm Performance." International Journal of Information Systems in the Service Sector 8, no. 4 (2016): 1–16. http://dx.doi.org/10.4018/ijisss.2016100101.

Full text

Abstract:

The emergence of social media technologies have drastically changed the face of customer relationship management (CRM), hence firms are incorporating social media technologies in their existing CRM systems which has led to the evolution of social CRM. This article extends capability-based perspective of traditional CRM by integrating it with social media technologies and to assess empirically their significant impact on firm performance. It also examines the mediating role of co-created customer experience. The developed hypothesis and proposed model were tested through structural equation mod

APA, Harvard, Vancouver, ISO, and other styles

27

Youssef, Youmna Mohamed Abdelghany, Wesley J. Johnston, Talaat Asaad AbdelHamid, Mona Ibrahim Dakrory, and Mohamed Galal Soliman Seddick. "A customer engagement framework for a B2B context." Journal of Business & Industrial Marketing 33, no. 1 (2018): 145–52. http://dx.doi.org/10.1108/jbim-11-2017-0286.

Full text

Abstract:

Purpose The purpose of this study is to investigate conceptually the relationship between the customer’s engagement and equity and to determine whether customer engagement could be positively enhanced by business-to-business (B2B) firms to maximize their customer equity, through examining the role of cognitive, emotional and behavioral engagement. Design/methodology/approach This paper is built on the evolving marketing literature and proposes a comprehensive framework that uses a multidimensional conceptualization for the customer’s engagement and equity constructs; examines the relationships

APA, Harvard, Vancouver, ISO, and other styles

28

Lee, Nancy. "It's All about the Customer: Commercial Perspectives on Customer-Centric Marketing and Managing the Customer Relationship." Social Marketing Quarterly 13, no. 3 (2007): 12–16. http://dx.doi.org/10.1080/15245000701517883.

Full text

APA, Harvard, Vancouver, ISO, and other styles

29

Agustinawati, Agustinawati, Samsidar Samsidar, Halida Bahri, Juliana Juliana, and Pendi Pendi. "THE INFLUENCE OF CUSTOMER-CENTRIC STRATEGY TOWARD TOURIST SATISFACTION." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 1, no. 2 (2021): 347–54. http://dx.doi.org/10.54443/ijebas.v1i2.105.

Full text

Abstract:

This study aims to investigate the infleunce of customer centric marketing mix on satisfaction for tourists in context of Aceh. The Halal tourism destination such as Ujong Blang beach, Seumadu beach, Lancok beach, Pangah Beach, Waduk Jeulikat, Lhok Seulayang, Museum Geudong and Gunung Sala is the latest destination in North Aceh and Lhokseumawe, Indonesia. This destination currently very in great demand by the tourists. A survey questionnaire is used to conduct this study. A sample of 200 tourists participated in the study. The findings reveal the significant positive relationship of three mar

APA, Harvard, Vancouver, ISO, and other styles

30

O'Cass, Aron, Liem Viet Ngo, and Vida Siahtiri. "Examining the marketing planning–marketing capability interface and customer-centric performance in SMEs." Journal of Strategic Marketing 20, no. 6 (2012): 463–81. http://dx.doi.org/10.1080/0965254x.2012.707675.

Full text

APA, Harvard, Vancouver, ISO, and other styles

31

Wasan, Pratibha. "Predicting customer experience and discretionary behaviors of bank customers in India." International Journal of Bank Marketing 36, no. 4 (2018): 701–25. http://dx.doi.org/10.1108/ijbm-06-2017-0121.

Full text

Abstract:

Purpose Banks in India are underperforming on customer-centric measures. The existing mechanisms used by Indian banks for evaluating their customer interface are efficiency measures which are limited in deciphering bank’s success in fulfilling customer needs. The purpose of this paper is to build a case for banks to evaluate their processes on the dimension of customer experience (CE). Design/methodology/approach The study performs in-depth review of literature to identify the factors of CE and uses confirmatory factor analysis to confirm these factors in Indian retail banking context. Post fa

APA, Harvard, Vancouver, ISO, and other styles

32

Heng, Lie, Augusty Tae Ferdinand, Nur Afifah, and Ramadania Ramadania. "SERVICE INNOVATION CAPABILITY FOR ENHANCING MARKETING PERFORMANCE: AN SDL PERSPECTIVES." Business: Theory and Practice 21, no. 2 (2020): 623–32. http://dx.doi.org/10.3846/btp.2020.12163.

Full text

Abstract:

This study was conducted to propose dan test a conceptual model for solving a research gap on the influence of customer orientation on marketing performance through a strategic bridge variable, service innovation capability, and consumer-centric strategy. We adopt the service-dominant logic as a basis for solving the research gap for its coverage on the value and service value innovation for attracting customers and as a stepping-stone for enhancing marketing performance. Data were collected from 145 service enterprises in Pontianak, West Kalimantan, Indonesia, as our samples for testing the p

APA, Harvard, Vancouver, ISO, and other styles

33

Palacios-Marques, Daniel, Maria Guijarro, and Agustin Carrilero. "The use of customer-centric philosophy in hotels to improve customer loyalty." Journal of Business & Industrial Marketing 31, no. 3 (2016): 339–48. http://dx.doi.org/10.1108/jbim-05-2013-0110.

Full text

Abstract:

Purpose The purpose of this paper is to study the impact the quality of online and multi-channel offers have on perceived value. It is also analyzed whether customer-centric management will ensure a greater perceived value and loyalty of the customer for the hotel. The authors analyze its relationship with customer satisfaction, perceived value and switching costs related to hotels with customer-centric management. Design/methodology/approach The sample of the paper are hotel users with Internet access. The authors have obtained 420 valid questionnaires through personal interviews. The statist

APA, Harvard, Vancouver, ISO, and other styles

34

Martinelli, Elisa Martina, and Annalisa Tunisini. "Customer integration into supply chains: literature review and research propositions." Journal of Business & Industrial Marketing 34, no. 1 (2019): 24–38. http://dx.doi.org/10.1108/jbim-07-2017-0162.

Full text

Abstract:

PurposeThe purpose of this paper is to explore the topic of customer integration into supply chains. Particular attention is focused on literature concerning customer-driven and customer-centric supply chains. The aim is to provide a deeper understanding of these two approaches, clarify the differences, compare them and provide a conceptual model and research propositions, leading to theoretical and managerial implications.Design/methodology/approachThe paper presents a systematic literature review conducted using a consolidated methodology. The protocol used allows for the identification, ana

APA, Harvard, Vancouver, ISO, and other styles

35

Camilleri, Mark Anthony. "The Use of Data-Driven Technologies for Customer-Centric Marketing." International Journal of Big Data Management 1, no. 1 (2019): 1. http://dx.doi.org/10.1504/ijbdm.2019.10023294.

Full text

APA, Harvard, Vancouver, ISO, and other styles

36

Camilleri, Mark Anthony. "The use of data-driven technologies for customer-centric marketing." International Journal of Big Data Management 1, no. 1 (2020): 50. http://dx.doi.org/10.1504/ijbdm.2020.106876.

Full text

APA, Harvard, Vancouver, ISO, and other styles

37

Pérez, Andrea, and Ignacio Rodríguez del Bosque. "Corporate social responsibility and customer loyalty: exploring the role of identification, satisfaction and type of company." Journal of Services Marketing 29, no. 1 (2015): 15–25. http://dx.doi.org/10.1108/jsm-10-2013-0272.

Full text

Abstract:

Purpose – The aim of the authors of this paper is to propose a cognitive – affective – conative sequential model to study how three dimensions of corporate social responsibility (CSR) image (society, customers and employees) impact customer affective (identification and satisfaction) and behavioural (recommendation and repurchase) responses in the banking industry. The authors also test how the type of company (savings banks vs commercial banks) moderates customer responses to these three dimensions of CSR image. Design/methodology/approach – A multi-group structural equation model is tested u

APA, Harvard, Vancouver, ISO, and other styles

38

Kennedy, Ann-Marie, and Gene R. Laczniak. "Conceptualisations of the consumer in marketing thought." European Journal of Marketing 50, no. 1/2 (2016): 166–88. http://dx.doi.org/10.1108/ejm-10-2014-0608.

Full text

Abstract:

Purpose – This paper seeks to gain an understanding of how different consumer conceptualisations in marketing may lead to negative outcomes. Every profession has its grand vision. The guiding vision for most marketing professionals is customer orientation. Of course, reality is more complex and nuanced than a single unified vision. Organisations tout their consumer-centric marketing decisions, in that they use consumer research to make operational decisions about products, prices, distribution and the like. However, marketers’ treatment of consumers is often far from the customer’s best intere

APA, Harvard, Vancouver, ISO, and other styles

39

Senvar, Ozlem, Dilek Akburak, and Necla Yel. "Customer oriented intelligent DSS based on two-phased clustering and integrated interval type-2 fuzzy AHP and hesitant fuzzy TOPSIS." Journal of Intelligent & Fuzzy Systems 39, no. 5 (2020): 6121–43. http://dx.doi.org/10.3233/jifs-189084.

Full text

Abstract:

Firms need to integrate multiple business functions in order to acquire, analyze, model, and evaluate information necessary for better understanding customer behaviors and making data-driven decisions to enhance the customer experience journey. This study proposes a customer oriented intelligent decision support system (IDSS) to ultimately improve the customer experience journey. Besides, a real application study is handled for a multinational company located in Turkey, considering its abrasives product sales for years of 2017 and 2018. For the data utilized in application study, the proposed

APA, Harvard, Vancouver, ISO, and other styles

40

Kumar Kar, Sanjay, and Subrat Sahu. "Managing natural gas business: a case of Bharat Natural Gas Company Limited." Emerald Emerging Markets Case Studies 2, no. 1 (2012): 1–22. http://dx.doi.org/10.1108/20450621211214450.

Full text

Abstract:

Subject area Marketing - value proposition and value delivery, switching cost, customer acquisition and retention, positioning, pricing, distribution and retailing, role of trust and transparency to build sustainable relationship in B2B context, and efficient service delivery. Study level/applicability Undergraduate and graduate students in marketing, business administration, strategy, retailing, B2B marketing, services marketing and general management courses. Also, it can be used for executive management/training programmes. Case overview The case focuses on an existing scenario of a natural

APA, Harvard, Vancouver, ISO, and other styles

41

Bhat, Suhail Ahmad, and Mushtaq Ahmad Darzi. "Customer relationship management." International Journal of Bank Marketing 34, no. 3 (2016): 388–410. http://dx.doi.org/10.1108/ijbm-11-2014-0160.

Full text

Abstract:

Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking. Design/methodology/approach – The research is based on a theoretical model which consists of four CRM dimensions and two exogenous variables

APA, Harvard, Vancouver, ISO, and other styles

42

Ekakitie-Emonena, Sunny, and Ochuko S. Alagba. "Customer relationship marketing & enterprise performance." Linguistics and Culture Review 6 (December 12, 2021): 106–20. http://dx.doi.org/10.21744/lingcure.v6ns1.1978.

Full text

Abstract:

The seeming eternal pursuit of profit by financial institutions and other enterprises has proved to be short-sighted judging from recent studies. Emphases have shifted to securing the goose that lays the golden egg (the customer) rather than the egg itself. This study focused on the imperative of deploying evolving customer-centric platforms such as CRM to manage customer needs satisfactorily to guarantee continued patronage and profit (performance). CRM is revealed as a competitive strategy hotly becoming popular among Nigerian banks - extant literature on its dynamics was clinically x-rayed.

APA, Harvard, Vancouver, ISO, and other styles

43

Osarenkhoe, Aihie, and Az-Eddine Bennani. "Scandic Hotel Chain in the Baltic – a case of strategic marketing." Emerald Emerging Markets Case Studies 1, no. 1 (2011): 1–16. http://dx.doi.org/10.1108/20450621111113543.

Full text

Abstract:

Subject area Strategic marketing/marketing management. Study level/applicability Undergraduate and post graduate courses in the principles of marketing, strategic marketing, strategic management, services marketing and hospitability management. Case overview This case focuses on the critical success factors of “Scandic” hotel chain by highlighting its road to becoming the leading hotel chain in the Baltic region. This case covers a wide range of situations in which strategic marketing decisions were made, for example, the Scandic Sustainability Fund, supporting initiatives to promote sustainab

APA, Harvard, Vancouver, ISO, and other styles

44

Beattie, Vivien, Robin Roslender, and Sarah Jane Smith. "Balancing on a Tightrope: Customer Relational Capital, Value Creation and Disclosure." FINANCIAL REPORTING, no. 3 (June 2014): 19–52. http://dx.doi.org/10.3280/fr2013-003003.

Full text

Abstract:

This paper documents and compares the perceptions of key functional specialists regarding the contribution of 16 customer relational capital components to value creation and the motivations underlying its external disclosure. Findings of questionnaire surveys to samples of UK listed company marketing directors (who create customer relational capital) and finance directors (who report customer relational capital) are supplemented by follow-up interviews. Marketing directors and finance directors broadly agreed on the relevant importance of the components to value creation. While companies attem

APA, Harvard, Vancouver, ISO, and other styles

45

Meshram, Kanika, and Aron O’Cass. "Senior citizens’ perspective on the value offerings of third place via customer to customer (C-2-C) engagement." Journal of Services Marketing 32, no. 2 (2018): 175–94. http://dx.doi.org/10.1108/jsm-08-2014-0269.

Full text

Abstract:

PurposeThe purpose of this paper is to offer a framework of third-place value offering that explains how specific consumer groups’, senior citizens, customer-to-customer engagement in third places can develop their value experiences.Design/methodology/approachData were collected for two studies from senior citizen clubs in Australia. Study 1 uses focus group (12) and is analysed with QSR NVivo software following content analysis. Study 2 is based on 324 surveys and is analysed with AMOS version 24 software.FindingsStudy 1 identifies eight themes based on 29 main codes to develop a framework on

APA, Harvard, Vancouver, ISO, and other styles

46

Haverila, Matti J., and Kai Christian Haverila. "Examination of customer-centric measures among different types of customers in the context of major Canadian ski resort." Asia Pacific Journal of Marketing and Logistics 30, no. 2 (2018): 438–59. http://dx.doi.org/10.1108/apjml-05-2017-0096.

Full text

Abstract:

Purpose Customer-centric measures such as customer satisfaction and repurchase intent are important indicators of performance. The purpose of this paper is to examine what is the strength and significance of the path coefficients in a customer satisfaction model consisting of various customer-centric measures for different types of ski resort customer (i.e. day, weekend and ski holiday visitors as well as season pass holders) in a ski resort in Canada. Design/methodology/approach The results were analyzed using the partial least squares structural equation modeling approach for the four differ

APA, Harvard, Vancouver, ISO, and other styles

47

van Riel, Allard C. R., Tor W. Andreassen, Line Lervik-Olsen, Lu Zhang, Sunil Mithas, and Kristina Heinonen. "A customer-centric five actor model for sustainability and service innovation." Journal of Business Research 136 (November 2021): 389–401. http://dx.doi.org/10.1016/j.jbusres.2021.07.035.

Full text

APA, Harvard, Vancouver, ISO, and other styles

48

Vojvodic, Milomir, and Emil Velinov. "The Role of Customer-Centric, Cross-Functional Integration in Data Governance." GATR Journal of Management and Marketing Review (JMMR) Vol. 4 (4) Oct-Dec 2019 4, no. 4 (2019): 228–33. http://dx.doi.org/10.35609/jmmr.2019.4.4(1).

Full text

Abstract:

Objective - The paper sheds light on customer database dynamics, dimensions and characteristics of adapted benefits connected with their business potential in a circular economy. The study suggests that allocating funds on data compliance could bring added value to the companies in specific conditions linked to the processing of client data. Methodology/Technique - This study examines the impact of a Customer-Centric approach in relation to Data Governance. The empirical part of the study is based on data gathered from middle and top level managers and owners of projects responsible for managi

APA, Harvard, Vancouver, ISO, and other styles

49

Fotiadis, Anestis K., and Chris Vassiliadis. "Being customer-centric through CRM metrics in the B2B market: the case of maritime shipping." Journal of Business & Industrial Marketing 32, no. 3 (2017): 347–56. http://dx.doi.org/10.1108/jbim-11-2014-0226.

Full text

Abstract:

Purpose The purpose of this paper is to present a comparison between the traditional methods for the calculation of customer relationship performance and the modern metrics suggested by the current literature in business-to-business (B2B) markets using the Greek maritime shipping industry as an example. Design/methodology/approach The primary research was conducted in two phases: quantitative analysis of actual measurements and qualitative evaluation of the results. More specifically, in the first phase, the measures used were a collection of traditional and modern customer relationship manage

APA, Harvard, Vancouver, ISO, and other styles

50

Cross, Robert G., and Ashutosh Dixit. "Customer-centric pricing: The surprising secret for profitability." Business Horizons 48, no. 6 (2005): 483–91. http://dx.doi.org/10.1016/j.bushor.2005.04.005.

Full text

APA, Harvard, Vancouver, ISO, and other styles

We offer discounts on all premium plans for authors whose works are included in thematic literature selections. Contact us to get a unique promo code!