Now showing items 1-4 of 4
Are frequent customers always a company's intangible asset?: Some findings drawn from an exploratory case study
Since the early 1990s research has been conducted in an attempt to establish a viable and reliable manner of measuring the intangible assets, also referred to as the intellectual capital, of companies. Several models have ...
The different roles of switching costs on the satisfaction-loyalty relationship
(Emerald Group Publishing Ltd., 2009)
Purpose - The purpose of this paper is to develop and empirically test the antecedent, mediating and moderating role of switching costs on the relationship between satisfaction and loyalty. Design/methodology/approach - ...
Estimating cellphone providers' customer equity
(Elsevier Science Inc, 2009-09)
This paper provides insights about how customer equity estimates can help businesses monitor the competition as well as aid managers in making their marketing investment decisions, and how companies can employ their marketing ...
Modelagem de probabilidade de Churn
(Fundação Getulio Vargas, Escola de Administração de Empresas de S.Paulo, 2010-12-01)
Customer may abandon the organization, despite high investments made by the organization in their prospection and retention, which demands diagnose and understanding. The objectives of this article are threefold: i) to ...