Pub Date : 2017-11-09DOI: 10.1007/s40547-017-0080-0
Eva Ascarza, S. Neslin, O. Netzer, Zachery Anderson, P. Fader, S. Gupta, Bruce G. S. Hardie, A. Lemmens, B. Libai, David Neal, F. Provost, Rom Y. Schrift
{"title":"In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions","authors":"Eva Ascarza, S. Neslin, O. Netzer, Zachery Anderson, P. Fader, S. Gupta, Bruce G. S. Hardie, A. Lemmens, B. Libai, David Neal, F. Provost, Rom Y. Schrift","doi":"10.1007/s40547-017-0080-0","DOIUrl":"https://doi.org/10.1007/s40547-017-0080-0","url":null,"abstract":"","PeriodicalId":132920,"journal":{"name":"Customer Needs and Solutions","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-11-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128800471","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2017-10-25DOI: 10.1007/s40547-017-0077-8
Andrea C. Wojnicki, D. Godes
{"title":"Signaling Success: Word of Mouth as Self-Enhancement","authors":"Andrea C. Wojnicki, D. Godes","doi":"10.1007/s40547-017-0077-8","DOIUrl":"https://doi.org/10.1007/s40547-017-0077-8","url":null,"abstract":"","PeriodicalId":132920,"journal":{"name":"Customer Needs and Solutions","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115937897","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2017-10-10DOI: 10.1007/s40547-017-0078-7
Yi He, Miao Hu, Qimei Chen, D. Alden, Wei-Ji He
{"title":"No Man is an Island: the Effect of Social Presence on Negative Word of Mouth Intention in Service Failures","authors":"Yi He, Miao Hu, Qimei Chen, D. Alden, Wei-Ji He","doi":"10.1007/s40547-017-0078-7","DOIUrl":"https://doi.org/10.1007/s40547-017-0078-7","url":null,"abstract":"","PeriodicalId":132920,"journal":{"name":"Customer Needs and Solutions","volume":"7 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114555849","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2017-07-31DOI: 10.1007/s40547-017-0075-x
V. Rao, Gary J. Russell, H. Bhargava, Alan D. J. Cooke, Timothy P. Derdenger, Hwang Kim, Nanda S. Kumar, Irwin R. Levin, Yu Ma, Nitin Mehta, John W. Pracejus, R. Venkatesh
{"title":"Emerging Trends in Product Bundling: Investigating Consumer Choice and Firm Behavior","authors":"V. Rao, Gary J. Russell, H. Bhargava, Alan D. J. Cooke, Timothy P. Derdenger, Hwang Kim, Nanda S. Kumar, Irwin R. Levin, Yu Ma, Nitin Mehta, John W. Pracejus, R. Venkatesh","doi":"10.1007/s40547-017-0075-x","DOIUrl":"https://doi.org/10.1007/s40547-017-0075-x","url":null,"abstract":"","PeriodicalId":132920,"journal":{"name":"Customer Needs and Solutions","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-07-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130425601","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2017-07-04DOI: 10.1007/s40547-017-0074-y
K. Kalaignanam, Tarun Kushwaha, A. Nair
{"title":"The Product Quality Impact of Aligning Buyer-Supplier Network Structure and Product Architecture: an Empirical Investigation in the Automobile Industry","authors":"K. Kalaignanam, Tarun Kushwaha, A. Nair","doi":"10.1007/s40547-017-0074-y","DOIUrl":"https://doi.org/10.1007/s40547-017-0074-y","url":null,"abstract":"","PeriodicalId":132920,"journal":{"name":"Customer Needs and Solutions","volume":"66 4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125567265","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2017-06-22DOI: 10.1007/s40547-017-0072-0
Anocha Aribarg, Thomas Otter, Daniel Zantedeschi, Greg M. Allenby, Taylor Bentley, D. Curry, Marc R. Dotson, Ty Henderson, Elisabeth Honka, R. Kohli, K. Jedidi, Stephan Seiler, Xin (Shane) Wang
{"title":"Advancing Non-compensatory Choice Models in Marketing","authors":"Anocha Aribarg, Thomas Otter, Daniel Zantedeschi, Greg M. Allenby, Taylor Bentley, D. Curry, Marc R. Dotson, Ty Henderson, Elisabeth Honka, R. Kohli, K. Jedidi, Stephan Seiler, Xin (Shane) Wang","doi":"10.1007/s40547-017-0072-0","DOIUrl":"https://doi.org/10.1007/s40547-017-0072-0","url":null,"abstract":"","PeriodicalId":132920,"journal":{"name":"Customer Needs and Solutions","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-06-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127415661","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2017-05-25DOI: 10.1007/s40547-017-0073-z
Z. Ramadan, Mona Mrad
{"title":"Fashionable Stereotypes and Evolving Trends in the United Arab Emirates","authors":"Z. Ramadan, Mona Mrad","doi":"10.1007/s40547-017-0073-z","DOIUrl":"https://doi.org/10.1007/s40547-017-0073-z","url":null,"abstract":"","PeriodicalId":132920,"journal":{"name":"Customer Needs and Solutions","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122647527","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2017-04-11DOI: 10.1007/s40547-017-0071-1
B. Dellaert, J. Swait, W. Adamowicz, Theo A. Arentze, E. Bruch, E. Cherchi, C. Chorus, B. Donkers, Fred M. Feinberg, A. Marley, Linda C. Salisbury
{"title":"Individuals’ Decisions in the Presence of Multiple Goals","authors":"B. Dellaert, J. Swait, W. Adamowicz, Theo A. Arentze, E. Bruch, E. Cherchi, C. Chorus, B. Donkers, Fred M. Feinberg, A. Marley, Linda C. Salisbury","doi":"10.1007/s40547-017-0071-1","DOIUrl":"https://doi.org/10.1007/s40547-017-0071-1","url":null,"abstract":"","PeriodicalId":132920,"journal":{"name":"Customer Needs and Solutions","volume":"2014 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-04-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132785007","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Eva Ascarza, S. Neslin, O. Netzer, Zachery Anderson, P. Fader, Sunil Gupta, Bruce G. S. Hardie, A. Lemmens, B. Libai, David Neal, F. Provost, Rom Y. Schrift
In today’s turbulent business environment, customer retention presents a significant challenge for many service companies. Academics have generated a large body of research that addresses part of that challenge—with a particular focus on predicting customer churn. However, several other equally important aspects of managing retention have not received similar level of attention, leaving many managerial problems not completely solved, and a program of academic research not completely aligned with managerial needs. Therefore, our goal is to draw on previous research and current practice to provide insights on managing retention and identify areas for future research. This examination leads us to advocate a broad perspective on customer retention. We propose a definition that extends the concept beyond the traditional binary retain/not retain view of retention. We discuss a variety of metrics to measure and monitor retention. We present an integrated framework for managing retention that leverages emerging opportunities offered by new data sources and new methodologies such as machine learning. We highlight the importance of distinguishing between which customers are at risk and which should be targeted—as they are not necessarily the same customers. We identify trade-offs between reactive and proactive retention programs, between short- and long-term remedies, and between discrete campaigns and continuous processes for managing retention. We identify several areas of research where further investigation will significantly enhance retention management.
{"title":"In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions","authors":"Eva Ascarza, S. Neslin, O. Netzer, Zachery Anderson, P. Fader, Sunil Gupta, Bruce G. S. Hardie, A. Lemmens, B. Libai, David Neal, F. Provost, Rom Y. Schrift","doi":"10.2139/ssrn.2903548","DOIUrl":"https://doi.org/10.2139/ssrn.2903548","url":null,"abstract":"In today’s turbulent business environment, customer retention presents a significant challenge for many service companies. Academics have generated a large body of research that addresses part of that challenge—with a particular focus on predicting customer churn. However, several other equally important aspects of managing retention have not received similar level of attention, leaving many managerial problems not completely solved, and a program of academic research not completely aligned with managerial needs. Therefore, our goal is to draw on previous research and current practice to provide insights on managing retention and identify areas for future research. This examination leads us to advocate a broad perspective on customer retention. We propose a definition that extends the concept beyond the traditional binary retain/not retain view of retention. We discuss a variety of metrics to measure and monitor retention. We present an integrated framework for managing retention that leverages emerging opportunities offered by new data sources and new methodologies such as machine learning. We highlight the importance of distinguishing between which customers are at risk and which should be targeted—as they are not necessarily the same customers. We identify trade-offs between reactive and proactive retention programs, between short- and long-term remedies, and between discrete campaigns and continuous processes for managing retention. We identify several areas of research where further investigation will significantly enhance retention management.","PeriodicalId":132920,"journal":{"name":"Customer Needs and Solutions","volume":"79 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-03-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114538177","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2017-02-20DOI: 10.1007/s40547-017-0070-2
Yuanfang Lin, S. Krishnamurthy
{"title":"Generic and Brand Advertising Strategies Under Inter-Industry Competition","authors":"Yuanfang Lin, S. Krishnamurthy","doi":"10.1007/s40547-017-0070-2","DOIUrl":"https://doi.org/10.1007/s40547-017-0070-2","url":null,"abstract":"","PeriodicalId":132920,"journal":{"name":"Customer Needs and Solutions","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-02-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124116994","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：