Dissertations / Theses on the topic 'Customer value'
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1
Madeira, Maria João da Costa. "Customer LifeTime Value." Master's thesis, FEUC, 2014. http://hdl.handle.net/10316/27594.
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Relatório de estágio do mestrado em Gestão, apresentado à Faculdade de Economia da Universidade de Coimbra, sob a orientação de Arnaldo Coelho, António Fery Antunes e António Oliveira Antunes.Este relatório tem por objetivo traduzir o passado em quatro meses de trabalho, o período do meu estágio curricular. O tema escolhido foi o Customer LifeTime Value (CLV), um assunto atual, que tem dado origem a inúmeros estudos conceptuais e empíricos. Com este projeto pretendo mostrar que a empresa onde realizei o meu estágio, Banco Comercial Português, S.A. está cada vez mais preocupada em investir no relacionamento com os seus clientes. Hoje em dia é impossível para setor dos serviços sobreviver sem uma estratégia focada no marketing relacional, em particular pretendo comprovar esta reflexão na instituição onde decorreu o meu estágio. Tendo o próprio conceito de marketing como o ponto de partida, irei começar o meu trabalho explicando as origens do marketing de relacionamento, um conceito focado no cliente e na sua satisfação, com o intuito de o fidelizar. A ideia não é completamente nova, desde as primeiras trocas comerciais reconhecia-se que manter uma relação com um cliente, que não fosse apenas uma simples troca esporádica, seria benéfico para ambas as partes. Assim, os clientes podem beneficiar de eventuais facilidades de pagamento, descontos e acima de tudo, um conhecimento prévio da qualidade do produto, enquanto os comerciantes beneficiam de lucro imediato. Hoje em dia, existem algumas empresas pequenas que conseguiram sobreviver graças à relação que eles têm vindo a construir com seus clientes ao longo dos anos. Em seguida abordarei a temática da lealdade como vínculo inevitável desta área de estudo. Apenas o desenvolvimento de uma relação de proximidade com o cliente por si só não basta, deve existir um esforço da entidade para o conseguir fidelizar, impulsionando nele a lealdade para com a instituição e/ou a marca. Tudo isto serve de base ao tema central deste estudo, o CLV. Investir num relacionamento estável pode dar origem a retornos significativos, adicionalmente ter a capacidade de prever com precisão o valor dos clientes trará inevitavelmente um enorme impacto sobre a capacidade de tomar decisões inteligentes. Esta é a lógica seguida pela metodologia CLV que detalharei. Os resultados obtidos permitem-me dizer que esta é uma empresa bem consciente da importância da área em estudo CLV, uma vez que faz uso de fatores relacionais, implementa-os ativamente na sua formulação estratégica como fontes de vantagem competitiva.
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Vallaud, Thierry. "Estimating potential customer value using customer data : using a classification technique to determine customer value /." Abstract and full text available, 2009. http://149.152.10.1/record=b3077978~S16.
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Thesis (M.S.) -- Central Connecticut State University, 2009.Thesis advisor: Daniel Larose. "... in partial fulfillment of the requirements for the degree of Master of Science in Data Mining." Includes bibliographical references (leaves 37-39). Also available via the World Wide Web.
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Fang, Er. "Creating customer value through customer participation in B2B markets : a value creation and value sharing perspective /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p3144415.
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Storubleva, Ekaterina, Gregor Milosch, and Christian Neumann. "Volvo Trucks' Customer Value Proposition." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-9535.
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Title: Volvo Trucks' Customer Value Proposition
Authors: Ekaterina Storubleva, Gregor Milosch, Christian Neumann
Tutor: Erik Hunter
Date: May 2009
Keywords:
Volvo Truck Corporation, truck industry, customer value, value drivers, retail strategy, communication, relationship marketing
Purpose:
The purpose of this thesis is to evaluate the general composition of Volvo Trucks' customer value proposition in Europe and to examine possible ways of enhancing it using Volvo's retailing strategy as a tool.
Background:
The concept of customer value gains more and more importance in modern companies. Firms have to truly understand what their customers expect in order to provide the right products for them.Truck manufacturing is a very cyclical industry, which is why in times of crisis, when trade volumes go down, they need to excel even more in order to maintain good business relations with their customers. Volvo Trucks, one of the world's leading truck producers, has adopted a special retailing strategy, in which it owns strategically important dealerships, in order to improve customer understanding and consequently customer value. This paper discusses in how far they succeed at this.
Method:
The authors followed a triangular approach, combining quantitative and qualitative research. The quantitative part was covered by a communication chain study and a value driver study, both developed by the authors. In the qualitative part, each participant answered ten open questions, which were then used for internal consistency checks and contributed additional thoughts.
Conclusion:
The Volvo Truck Corporation (VTC), by adapting its retail strategy, realized the importance of establishing long-term customer relationships and generating adequate intelligence about customer needs. The company not only incorporated influential elements of relationship marketing but also strives for sustainable improvements in customer-perceived value. However, some conflicts between the stakeholder groups involved have been discovered. The corporation's core values were found to be in line with customer preferences.
In essence, it is crucial for Volvo Trucks to implement the ideas of relationship marketing, establish superior communication channels, and to promote a common understanding of customer value.
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Zubari, Sinem. "Customer Value Of Mobile Services." Master's thesis, METU, 2010. http://etd.lib.metu.edu.tr/upload/12612716/index.pdf.
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Mobile devices are becoming widely common today. As the number of mobile devices continue to grow all around the world, its functionality is extending and mobile technologies are gaining more popularity in every aspect of our life. Today, wide range of mobile services is offered to people. The purpose of our study is examining the customer value of mobile services for individuals or citizens. A value model for mobile services has been proposed with five dimensions: Functional Value, Social Value, Emotional Value, Epistemic Value and Economic Value. The effect on each value dimension on Intention to Use (ITU) is aimed to be determined. A survey instrument for mobile Internet services and short message services (SMS) has been developed to validate the proposed model. After assuring the reliability of instrument with a pilot
study, data was collected from 303 people working in information and communication technologies (ICT) sector in Turkey. For analyzing proposed model variance-based structural equation modeling (partial least squares) was used. Before evaluating model, exploratory factor analysis (EFA) was conducted to indentify underlying constructs. Based on EFA results, Functional Value was found to have sub-dimensions namely: Ubiquity Value, Performance Value and Security Value. The measurement model was analyzed using confirmatory factor analysis (CFA). The structural model was analyzed using predictive power. For both mobile Internet and SMS, moderate predictive power has been gathered. Finally, the effect of each value dimension on intention to use (ITU) has been evaluated. Ubiquity Value, Performance Value and Epistemic Value have significant effect on ITU for mobile Internet. On the other hand, Economic Value and Performance Value have significant effect on ITU The indications of this research will be valuable for providing information about customer value of current mobile services.
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Bailey, James Andrew. "Customer learning for value creation." Thesis, University of Nottingham, 2014. http://eprints.nottingham.ac.uk/27763/.
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In value creating contexts, customers often have to be clear about the roles they are required to perform (Kleinaltenkamp et al., 2012; Bitner et al., 1997), and may be required to develop their knowledge and skills in order to participate (Hibbert et al., 2012). This typically necessitates the ability to use and integrate resources in exchange encounters containing social and economic actors (Kleinaltenkamp et al., 2012; Hibbert et al., 2012; Arnould et al., 2006; Sheth and Uslay, 2007) to co-create value for each other (Vargo and Lusch, 2008; Payne et al., 2008). This research adds to the burgeoning literature on customer resource integration that calls for more insights into the roles of customers in creating their own value (Hibbert et al., 2012; Kleinaltenkamp et al., 2012; Arnould et al., 2006). This can help firms to develop an appreciation of the customer value process and design co-creation activities that can support their customers’ capability to create value (Vargo, 2007; Vargo and Lusch, 2004; 2008; Sheth and Uslay, 2007; Prahalad and Ramaswamy, 2004; Payne et al., 2008; Frow et al., 2010). The research has indicated that customers learning styles in do-it-yourself activities reflected learning styles represented in experiential learning theory (ELT) (Kolb, 1984). ELT stipulates that individuals learn by experiencing, reflecting, thinking, and acting. Knowledge is seen as a transformation of experience along two continua: (1) how individuals best grasp experiences (i.e., concrete experience versus abstract conceptualisation), and (2) how individuals best transform experiences (i.e., reflective observation versus active experimentation). The study identified five distinct learning styles adopted by DIY members, which differ along these two continua and are reflective or active-orientated. Adhering to existing typologies, these were labelled as Diverging, Assimilating, Converging, Accommodating, and Balancing styles and helped shape customers’ learning self-management and self-regulation processes and use of learning resources.
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Mehraramolan, Amirreza. "Conceptualizing of value offerings from a customer perspective. Understanding the elements of value and their relationship with customer satisfaction." Thesis, University of Bradford, 2016. http://hdl.handle.net/10454/17171.
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The initial idea for this research is based on the gap that I found in my
company performance and specifically in the process of value offering and
the relationship with customers. The company has recently faced the
challenges of a loss of market share and competitive advantage. The aim of
this study is to provide a validated value offering constructs for the company.
That is, knowing the customers’ needs, value and preferences better;
identifying what kind of value the customers are looking for and improving the
value offerings of the company in order to raise customers´ satisfaction.
Understanding the priority of value offering elements from customers’
perspective, the nature of customer satisfaction and the relationship between
the elements of value offering and customers´ satisfaction are the main
objectives. The relevant literature and research related to value offering
including its elements, value, perceived value and customer satisfaction are
reviewed comprehensively. The methodology used is a case study. Both
quantitative and qualitative methods are used for collecting and analysing the
data. In qualitative phase, 16 customers were selected for in-depth interviews
and for quantitative phase 268 customers who all are dentists responded a
survey made up of 24 scales. The result showed that the highest significant
element is Price value and also it was revealed in which important parts
related to value offering and customer satisfaction the company is performing
poorly.
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Martinsson, Kristina, and Gustav Olsson. "Customer value analysis of mass customization." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-780.
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Research show that customer patterns in the textile industry are changing and the degree of personalization of products is getting more important to meet personal needs and preferences. Mass customization is a strategy named to create higher customer value by customizing products through a close interaction during the design and production process, high production flexibility and efficient logistics. The lack of research on the implementation of mass customization strategies and an identified gap between customer expectations and perception (customer value) of these types of products, are the incentives to conduct this research. The thesis has the purpose of identifying the drivers of customer value of mass customized garments and assess the value chain of the company Brohall & Son from a perspective of mass customization as a strategy, and from the results draw conclusions of customer value aligned with the implementation mass customization strategies. In order to perform the research a quantitative approach, doing a customer value analysis through a self-completion questionnaire, was conducted. Attributes of price, quality, fit, service and delivery capacity were investigated to get an understanding of what drives value for the customers. In addition a qualitative method was used, doing interviews with the CEO of Brohall & Son to gain a deeper understanding of their operations and value chain. The results show that quality, fit, delivery capacity and service are the most important attributes of customer value. Price is the least important attribute and also the least correlated/dependent variable to the rest of the attributes, showing a high willingness to pay for the garments. The analysis of the value chain indicates some areas of improvements regarding logistics, design process and production process. Solutions are brought up to get the value chain to get more aligned with the strategies of mass customization.
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Mödritscher, Gernot J. "Customer value controlling Hintergründe, Herausforderungen, Methode /." Wiesbaden : Gabler, 2008. http://dx.doi.org/10.1007/978-3-8349-9789-0.
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Jeschonnek, Stefan. "Modelling Customer Value A Quantitative Approach /." St. Gallen, 2006. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/03606142001/$FILE/03606142001.pdf.
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Bovik, Catarina. "Customer-perceived Value in Business Relationships." Doctoral thesis, Karlstads universitet, Institutionen för ekonomi, 2004. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-2538.
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The content of customer-perceived value has in this study been explored with the aim of providing an understanding of the concept. The evolving service-centered logic for marketing puts an emphasis on value, especially the value perceived and determined by the customer. Concurrently, a development is recognized within the industrial business-to-business sector where goods and services are packaged into total service offerings – with an increasing prominence for services. This is the background of the study. The study itself was conducted in order to elucidate the concept of customer-perceived value in a context where total service offerings are provided within dyadic business-to-business relationships. The conceptual framework, guiding the empirical study, has its points of departure in the field of service research. A case study conducted in the commercial aircraft engine maintenance industry has provided a description – depicted in value maps – of context-specific attributes forming the dimensions of customer-perceived value. It is suggested that customer-perceived value is created at three levels; at a product level, at a partnership level, and at a psychological level. Furthermore, the value maps clarify the double nature of customer-perceived value, which is found to have both an origin side – how the service provider should act to deliver value – and a side illuminating the more or less monetarily quantifiable effects of value. The origin and effect of customer-perceived value are proposed to be explained by a model where the notion of “flow” is central. Flows of goods, information, risk, involvement, and money intersect the value features and provide the sources of value on the origin side of customer-perceived value. The effects can be traced to the flows of revenue benefits, cost benefits, interest effects, and costs to use. Concurrently, flows both build, and are filtrated by, “trust” during the process in which the customer’s perception of value comes into being. On the effect-side of value, the concepts stochasticity and substantiality are introduced in order to capture the uncertainties that make translations into monetary terms difficult. The outcome of the abductive reasoning in the final phase of the investigation is a conceptual model – proposed as the main contribution of the study – summarizing aspects of customer-perceived value. My definition of customer-perceived value, together with a list clarifying the many facets of the concept, concludes the study.
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Mödritscher, Gernot J. "Customer value controlling Hintergründe, Herausforderungen, Methode." Wiesbaden Gabler, 2007. http://d-nb.info/989217272/04.
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Zhang, Tingting. "Customer Engagement of Value Co-creation." The Ohio State University, 2016. http://rave.ohiolink.edu/etdc/view?acc_num=osu1460036602.
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Eriksson, Maria. "Creating customer value in commercial experiences." Licentiate thesis, Sundsvall : Mid Sweden University, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-10599.
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Coetzee, Pierre. "The relationship between value co-creation and customer perceived value." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/59808.
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This research considered the relationship between Customer Perceived Value, ultimately a measurement of a firm's Value Proposition, and Value Co-creation, a recent development in Service Science that considers the joint creation of value between customers and firms rather than the traditional exchange value logic of marketing. The Value Proposition was broken down into elements of functional value (Price and Quality), Emotional Value and Social Value; while Value Co-creation was understood across the two dimensions of Value-in-use and Co-production.
A descriptive research design using a quantitative methodology was employed, collecting data from 297 respondents who form part of an online opt-in research panel through the use of an online survey. Perceptions of value and Value Co-creation were collected through the use of two existing measurement instruments proposed in the academic literature, asking respondents about the service interaction they can best recall with a major South Africa clothing retailer in the past three months.
Four research hypotheses were tested through the use of regression analysis, and statistically significant relationships were found between Perceived Value and Value Co-creation as well as Perceived Value and the dimensions of Co-creation, namely Value-in-use and Co-production. Moreover, Value-in-use was found to have a statistically significant greater effect on Perceived Value than Co-production. The research could not establish a differential impact of the dimensions of Co-creation on the dimensions of Perceived Value, i.e. the data did not support that Co-creation has greater impact on certain elements of the Value Proposition than others.
The fourth research hypothesis considered Value-in-use as the ultimate customer outcome rather than a predictor of Perceived Value, and the statistically significant regression model provides support that Co-production can be considered an integral part of a firm's Value Proposition, rather than an underlying construct of Value Co-creation considered separately from the Value Proposition.
The research contributes to the academic literature in validating two research instruments, establishing additional positive consequences of Value Co-creation and adding to the Service Innovation stream of the Value Co-creation literature. Its business implications suggest relooking the way Value Propositions are designed by adding conscious Value Co-creation as a dimension of the firm's Value Proposition, leading to enhancing the customer's Value-in-use which ultimately circles back to improve perceptions of the firm's Value Proposition.Mini Dissertation (MBA)--University of Pretoria, 2017.
ms2017
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted
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Thiruvattal, Eappen. "Customer perceived value of general insurance from the perspective of organisational customers." Thesis, University of Kent, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.445797.
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Vu, Long, Nga Phan, and Ha Truong. "E-Customer values in Vietnamese apparel industry : A study from customers' perception." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15965.
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Key words: Customer value, value-adding factors, e-commerce, apparel industry, Vietnamese market, customers’ perception. Background: Along with the development of many applications from Internet, Electronic Commerce (e-commerce) has changed the business scene in the global economy by emerging as a new, efficient channel of doing business. The apparel industry has also been approaching this way of doing business as an attempt to improve the effectiveness and efficiency of operations at various extents. In the Vietnamese market, Ninomaxx being well-known as leading fashion brand for young and proactive people is in the process of launching its very first online shop. However, the lack of information and the vagueness in regard to customers preference and shopping habit in the context of e-commerce leads to many difficulties for fashion companies like Ninomaxx. These lacking can all be traced back to one universal cause that is the insufficiency in understanding customers’ perceived value. Accordingly, it raises the authors’ interests to conduct a research of customers’ perception concerning customer value in Vietnamese apparel industry within the e-commerce context. Purpose: The purpose of this thesis is to identify elements of e-commerce that customers perceive as value-adding factors in the context of Vietnamese apparel industry. Accordingly, thesis will examine how value can be created and enhanced for customers in the case of Ninomaxx and Vietnamese apparel firms in general. Method: In this thesis, authors chose to collect and analyze data mainly through a quantitative approach. Prospective customers of Ninomaxx, whose ages were from 17 to 30, were the surveyed group. A questionnaire was employed to collect response from the group and was distributed in two ways: an online link and offline papers. Various nonparametric statistical techniques and one extensive model were used to analyze results of the survey. Conclusion: From the perception of Vietnamese customers from 17 to 30 years old, there are 5 elements of e-commerce that are identified as very strong value-adding factors, namely, availability of information on the website, accuracy of demonstrating products’ color on website, seller’s ensuring products’ quality, seller’s trustworthiness and safety of using products. There are additionally 11 strong value-adding factors from perception of apparel customers in Vietnam. However, there is evidence of differences in customers’ response regarding their demographic characteristics and Internet usage. Apparel companies should consider accordingly in order to form the optimal strategy for e-commerce retail channel in Vietnam.
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Sandqvist, Isabelle, and Stina Skovshoved. "Customer Value Driven Service Innovation : Identifying service opportunities in the residential heating market based on customers´ value preferences." Thesis, Linköpings universitet, Projekt, innovationer och entreprenörskap, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-138624.
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In today´s industry there is an ongoing trend, where many companies are shifting focus from only delivering products to also offering services to their customers. Services can bring advantages, such as higher margins, competitive advantage, stabilized cash flow and strengthened customer relationships. A company that traditionally has had a strong product focus, but where services now have attracted their attention is Bosch Thermoteknik AB, active as a manufacturer in the heat pump business. In the market, which has been more and more competitive and where customer requirements are extended, it could be difficult for the company to only build on technical innovations. The aim of this thesis is thus to identify service opportunities in the heat pump business based on a customer value perspective, and proposals of how integrated service concepts may look like for Bosch Thermoteknik AB are presented. To answer the purpose, 12 semi-structured customer interviews were performed in order to identify factors contributing to customer value in the business of residential heating. Additionally, an investigation of what kind of services that are offered in the heating market was performed in order to contribute to inspiration for integrated service solutions for Bosch Thermoteknik AB. The customer interviews show that the most important value dimensions to customers are a reliable heat pump operation generating desired comfort, a system that manage itself and not require time and effort to manage, a high quality product and low operation and investment costs. Additionally, customers value knowledge to be able to handle the system in order to reach their expectations on the heating system. Many of the identified values are fulfilled to customers, however not always the latter example, especially not to those who move in to their first house where there is a heat pump installed. Regarding the investigation of different concept in the market, leasing of boilers, pay per heat unit, monitoring contracts, customer education and heat analysis where all found and contributed with inspiration in the study. The leasing concept and pay for heat were mainly marketing as an escape of a high investment cost, but since the investment cost was not seen as a big barrier for customers in this study and they were rather afraid to lose money in the long run, these solutions were not included in the recommendations for Bosch Thermoteknik AB. However, customers agreed that both solutions have advantages, such as get rid of hassles and risks especially regarding unpredictable costs. Three concept proposals were finally selected, which are Nyinflyttad, Tryggheten och Säkerställan. The first concept, Nyinflyttad, aims to give new house owners a secure feeling, where they helped by a service and education, get information of the condition of the system and get knowledge about how to handle it. Tryggheten, is rather targeting customers who need a new heat pump. Customers are here offered extended monitoring indicating problems in an early stage and additionally they are offered guidance to do easier measurements themselves. In the last concept proposal, Säkerställaren, customers are offered a heat analysis, in connection to the heat pump purchase, in order to take a more holistic perspective on the heating included both the heat pump and identification of heat loses from the house. Important to mention is that these proposals are only first drafts and there are still many aspects to investigate, not least the economic aspect as well as the organizational aspect, in order to provide the services.
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Lutz, Alexandra, and Van Nguyen. "Important attributes influencing B2B customer value in the EMS market." Thesis, Karlstads universitet, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-7521.
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The thesis presents a study on important attributes which should be considered by the supplier in buying situations in the electronic manufacturing services (EMS) market. Hence, the importance level of attributes is investigated to see which attributes are more or less important when business-to-business (B2B) customers place an order. This can be interpreted as the relationship between the created value and the accompanying cost. For the success of this research work, both the qualitative and quantitative methods need to be applied. The importance of nine aspects is examined including: payment term, warranty, brand, product quality, delivery, packaging, certificates, supporting service and after-sales service. To identify which one is significant, a classification of the twenty-three attributes covering the nine aspects is conducted using Kano’s evaluation table. The findings through this research indicate that delivery, product quality and supporting service are the three most important aspects. A focus on these aspects is supposed to help the company to get value for the customers and also bring significant benefits for that company.
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Nisstany, Karwan, and Sasha Knezevic. "Gaining customer insight : How companies can differentiate themselves using a customer-dominant logic approach on business." Thesis, Karlstads universitet, Handelshögskolan, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-48204.
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Purpose The purpose of this thesis is to develop a holistic understanding of customers’ value perceptions and experiences within the online apparel industry. In doing so, the authors’ hope to develop managerial guidelines for companies to utilize. This will be done with a customerdominant logic approach. Design/Methodology/Approach As the study aims to understand behavior and perceptions, the authors have used an inductive, qualitative method to gain the deepest possible customer insight. By using a case study, the authors have been able to further understand the given context. Using focus group interviews resonated in the authors aim to understand why the participants reasoned as they did, as they would in a focus group session argue for their standpoint. The interview template was influenced by the theories on value formation within customer-dominant logic. Findings This study strengthens the relevance of CD logic empirically and provides a deeper understanding of customers’ value perceptions and the reasons behind them. Functional elements of value were proven to be important, yet it was the values derived of emotional and life-changing elements that created true value. Based on the findings of this study, the authors have proposed a new term, true value, which refers to a state-of-mind in which a person finds in psychological well-being through the experiences derived from a product or service. Furthermore this study highlights social media’s importance within the given context. Originality/Value Previous research on customer-dominant logic has mainly been on a theoretical level. This research contributes to service research by studying the phenomena through empirical research within the online apparel industry. Furthermore, this research develops managerial guidelines for companies applying customer-dominant logic within the given context. Research Implications/Limitations Awareness of the importance of social media within the online apparel industry can provide insight and assist businesses in shaping marketing strategies. This research was limited by time, demographical group and geographical location. Furthermore, the generalizability of the results is limited to the given context.
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Löfgren, Martin. "Packaging and Customer Value : A Service Perspective." Licentiate thesis, Karlstad University, Division for Business and Economics, 2004. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-2456.
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Already in the mid-seventies it was concluded that there are very few, if any, ‘pure’ goods or services. Nevertheless, over 20 years later, most publications on services focus on how service characteristics differ from goods. More recent research emphasizes that the present economy is, and will continue to be, service-dominated, but it also acknowledges that the offered good is an important part of the offer. It has also been suggested that the most important work in service research today applies both to the service sector and the goods sector. In this licentiate thesis an attempt is made to conduct research that applies to both these sectors by investigating packaging from a service perspective.
The traditional role of packaging in consumer products has been to store and protect the content. Current consumer and industry trends, however, suggest an increasingly important role for packaging as a strategic tool as well as a marketing vehicle. Companies consequently need to develop, design, and provide packages with high customer-experienced quality. In this context it is important to recognize that customer value is something perceived by customers rather than objectively determined by companies.
To study packaging from a service perspective is relevant for several reasons. One reason is that packaging is something that can have several functions, which include something more than the physical package. Another is that packages are carriers of information that is interpreted by customers. The combination of functions, information, the physical package, and its content creates the total customer experience.
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Bruce, Helen Louise. "Customer perceived value : reconceptualisation, investigation and measurement." Thesis, Cranfield University, 2013. http://dspace.lib.cranfield.ac.uk/handle/1826/8586.
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The concept of customer perceived value occupies a prominent position within the
strategic agenda of organisations, as firms seek to maximise the value perceived by
their customers as arising from their consumption, and to equal or exceed that
perceived in relation to competitor propositions. Customer value management is
similarly central to the marketing discipline. However, the nature of customer value
remains ambiguous and its measurement is typically flawed, due to the poor
conceptual foundation upon which previous research endeavours are built.
This investigation seeks to address the current poverty of insight regarding the nature
and measurement of customer value. The development of a revised conceptual
framework synthesises the strengths of previous value conceptualisations while
addressing many of their limitations. A multi-dimensional depiction of value arising
from customer experience is presented, in which value is conceptualised as arising at
both first-order dimension and overall, second-order levels of abstraction.
The subsequent operationalisation of this conceptual framework within a two-phase
investigation combines qualitative and quantitative methodologies in a study of
customer value arising from subscription TV (STV) consumption. Sixty semi-structured
interviews with 103 existing STV customers give rise to a multi-dimensional model of
value, in which dimensions are categorised as restorative, actualising and hedonic in
type, and as arising via individual, reflected or shared modes of perception. The
quantitative investigation entails two periods of data collection via questionnaires
developed from the qualitative findings, and the gathering of 861 responses, also from
existing STV customers. A series of scales with which to measure value dimensions is
developed and an index enabling overall perceived value measurement is produced.
Contributions to theory of customer value arise in the form of enhanced insights
regarding its nature. At the first-order dimension level, the derived dimensions are of
specific relevance to the STV industry. However, the empirically derived framework of
dimension types and modes of perception has potential applicability in multiple
contexts. At the more abstract, second-order level, the findings highlight that value
perceptions comprise only a subset of potential dimensions. Evidence is thus
presented of the need to consider value at both dimension and overall levels of
perception. Contributions to knowledge regarding customer value measurement also
arise, as the study produces reliable and valid scales and an index. This latter tool is
novel in its formative measurement of value as a second order construct, comprising
numerous first-order dimensions of value, rather than quality as incorporated in
previously derived measures. This investigation also results in a contribution to theory
regarding customer experience through the identification of a series of holistic, discrete,
direct and indirect value-generating interactions.
Contributions to practice within the STV industry arise as the findings present a solution
to the immediate need for enhanced value insight. Contributions to alternative
industries are methodological, as this study presents a detailed process through which
robust value insight can be derived. Specific methodological recommendations arise in
respect of the need for empirically grounded research, an experiential focus and a twostage
quantitative methodology.
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Zalesky, Alexander 1959. "Creating shareholder value through total customer solutions." Thesis, Massachusetts Institute of Technology, 2000. http://hdl.handle.net/1721.1/9213.
Full textAbstract:
Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management, 2000.Also available online at the DSpace at MIT website.
Vita.
Includes bibliographical references.
This thesis examines how various chemical companies create shareholder value. Against the backdrop of the latest strategic thinking of Arnoldo C. Hax and Dean Wilde Il as discussed in the Deha Model, the author reviews the strategic position of each company and compares them to the shareholder value they create. This thesis concludes that adopting the Total Customer Solutions strategic posture creates enhanced shareholder value. The Chemical Industry, despite its rich and profound history, when compared to the Standard and Poor's 500 over the last five years, has been consuming value. In order to reverse these trends, companies have been focusing their energy on Rapid Globalization, Increased Mergers and Acquisitions, Business Transformation and Innovation. The advent of the Internet and how companies position themselves within this new space will also play a critical role in most companies' future success. The thesis suggests that all of these activities should be viewed from the Total Customer Solutions perspective, creating stronger alignment between strategy, adaptive processes, and execution. The thesis concludes by suggesting how Eastman Chemical Company may utilize the principles embedded in the Deha Model to strategically reposition itself as a Total Customer Solutions Company.
by Alexander Zalesky.
M.B.A.
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Chakrabarty, Anita. "Customer value and financial services distribution channels." Thesis, University of Nottingham, 2017. http://eprints.nottingham.ac.uk/35694/.
Full textAbstract:
This research effort seeks to investigate the co-creation of customer value in distribution channels of financial services as perceived by customers. In financial services, an in-depth investigation of customer value is necessary because of its recognised strategic imperative for competitive advantage (Woodruff, 1997). The Service Dominant Logic further demonstrates the importance of customer value as the basis of customers’ evaluations of products or service offerings (Vargo and Lusch, 2004). Customer value assessments are typically based on core services. However, core services are rapidly copied, diminishing prior competitive advantages. Hence, other sources of customer value and competitive advantage have to be considered. In light of this, distribution channels are considered resilient sources of value for the customer (Ballantyne and Varey, 2006). Specifically, this research seeks to empirically determine the type of value co-created through interactions in various distribution channels of financial services and the degree to which the various types of value vary, in distribution channel use. The conceptual model developed for this study synthesises two perspectives of customer value. The first perspective is the unidimensional perspective, which posits that customer value is a trade off between perceived benefits and perceived sacrifices. The alternative perspective is the multidimensional perspective where customer value is multidimensional. Various types of value, functional or utilitarian as well as emotional and aesthetic value are offered in the extant literature. In financial services, dominant studies focus on adoption and non-adoption of financial services channels particularly innovative technological channels such as the internet channel and mobile channel. A study of the customer value of various channels in the multichannel context of financial services is relatively absent. Therefore, a two-step research design was utilised. First, an exploratory study was conducted to determine the different benefits and sacrifices perceived by customers when using the distribution channels. The first stage of the study incorporated an exploratory study of semi-structured interviews conducted on a sample of 22 respondents. The hypotheses developed for the study were based on the exploratory study and the extant literature of customer value and distribution channels. The second stage of the study was a survey of 300 respondents using a questionnaire, within the Klang Valley area. The data were collected and analysed using Exploratory Factor Analysis (EFA), Analysis of Variance (ANOVA) and regression analysis as appropriate. The findings of the study show that both co-created functional value and emotional value perceptions exist in the distribution channel of financial services. Co-created functional and emotional value furthermore contributes to overall customer value perceptions. The study also finds that different benefit and sacrifice perceptions give rise to co-created functional and emotional value perceptions respectively. A comparison of the customer value perceptions of channels revealed that customers perceived functional value and emotional value in all channels, except the ATM/CDM/Cheque deposit channel. The in-branch channel is perceived to co-create a greater magnitude of emotional value. Adding to the extant literature, the findings demonstrate that distribution channels are an important source of customer value assessments. Furthermore, the findings lend support to the conceptual model, which posits various benefits and sacrifice perceptions existing in distribution channels of financial services lead to co-created perceived functional and emotional value or both simultaneously. From a managerial point of view, the findings of this study enable accurate identification of specific benefits and sacrifice perceptions in the various distribution channels of financial services to inform the development of strategies and tactics to enhance customer value of individual channels. Furthermore, the importance of emotional value in the in-branch channel lends support to the role of face to face interactions, careful recruitment and training of personnel to enhance the in-branch experience. The study also raises the importance of the consideration of service failures in services customer value assessments.
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Reinaker, Andrew Dennis. "INTERNAL CUSTOMER VALUE CREATION AND COMMUNICATION CHOICES." Diss., Temple University Libraries, 2017. http://cdm16002.contentdm.oclc.org/cdm/ref/collection/p245801coll10/id/465702.
Full textAbstract:
Business Administration/MarketingPh.D.
Understanding why organizational stakeholders choose to communicate company-relevant information to others in their network is an area of ongoing interest to both academics and practitioners. This dissertation advances internal marketing literature by conceptualizing employees as internal customers and modeling their communication behaviors as value exchanges. Communication choices were hypothesized to be based on the perceived values of available communication options, deriving influence from both employee internal characteristics and situational variations in the decision context. This framework was applied and analyzed within two contexts. The first essay examined the dynamics of internal customers’ propensity to “blow the whistle” on peer misconduct to organization higher-ups. These studies revealed that employees disclosed or withheld firm-damaging information based on the social and functional value characteristics presented in available communication options. The second essay examined the motivating factors behind front-line employees’ decisions to convey brand information to external customers. These studies showed that employees were driven by factors affecting the perceived intrinsic value of engaging in discussions about the brand topic, as well as the perceived extrinsic value of rewards expected as a result of having such customer interactions. Overall, this dissertation suggests that companies may enable the diffusion of company information by creating conditions that increase employees’ perceived value of engaging in brand communications.
Temple University--Theses
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Graf, Albert. "Customer orientation in service industries : consequences for customer value, leadership and HRM /." [S.l. : s.n.], 2007. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=015616019&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
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Rihova, I. "Customer-to-customer co-creation of value in the context of festivals." Thesis, Bournemouth University, 2013. http://eprints.bournemouth.ac.uk/21072/.
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The notion of customers co-creating value with the firm has recently gained considerable attention within the service marketing discipline. The Service-Dominant (S-D) and the Customer-Dominant (C-D) logic in marketing in particular emphasise the active role of customers in the co-creation of value. But further theoretical insights are needed into the process of value co-creation. Specifically, customer-to-customer (C2C) value co-creation that takes place as customers come together to socialise, interact with each other and to be co-present in socially dense service settings, requires further conceptualisation. C2C value co-creation is explored in this thesis in the socially dense service setting of multi-day outdoor festivals, using the concept of value-forming social practices as a theoretical lens. The methodological design is guided by the social constructionist stance, which complements the practice-based value approach in co-creation research by emphasising the importance of social contexts. Methods adopted include ethnographic-style participant observation, document and visual materials analysis, and a total of 52 in-depth interviews at five different UK-based outdoor multi-day festivals. Interpretive analysis identifies six distinctive C2C co-creation practices: Belonging, Bonding, Detaching, Communing, Connecting and Amiability. Each practice is described in terms of the actions in which it is embodied. The practices are positioned in a two-dimensional framework, with the Value orientation and the Value immersion dimensions reflecting the complexities and ambiguities that exist in social contexts. Aspects of subject- and situation-specific practice elements are examined with regard to their role in influencing the C2C co-creation process at festivals. Practice-based segmentation and social servicescape design strategies are proposed, which can be used to support and facilitate C2C co-creation. A theoretical contribution is made to the body of knowledge in service marketing, and the S-D and C-D logics in particular, by advancing understanding of what specifically is involved in C2C value co-creation. The thesis also offers holistic insights relevant for service marketing practice. It provides tangible recommendations that could lead to more favourable social outcomes for customers and consequently, competitive advantage for the firm.
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Gustafsson, Marcus, and David Elg. "Creating customer value : A case study at Stilexo." Thesis, Jönköping University, JIBS, Business Administration, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-1162.
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The competition between organizations has become tougher due to the globalization of the market place. This case study has been conducted at Stilexo, which are situated in Skillingaryd. Stilexo is an aluminum die caster and is a part of the Alteams group. Within the Swedish market approximately half of the casted products used are imported and this is a trend that seems to be increasing. In order to stay competitive next to the foreign suppliers the Swedish manufactures needs to differentiate, the question is how? In order to find the answer to the question Thomke and Hippel (2002) argues that the suppliers must listen to their customer with the intention of finding the needs and wants of the customers.
The purpose of this thesis is to interpret how Stilexo can create higher customer value.
This thesis has been written with an interpretivistiv research position combined with an inductive approach. The research strategy used is a single case study strategy. A qualitative approach has been used with in-depth interviews of employees at Stilexo and of existing/potential customers to them.
Price, quality and the ability to deliver on time are parameters that
have to be fulfilled in order for a supplier to be qualified. If these parameters are reached there are other values that can make a supplier an order winner. The main finding is that the relationship between the supplier and the customer is very vital. A higher interaction between the two parties has the potential of increasing the customer value. Co-creation of new products is something that is mentioned as value adding that can be gained from higher interaction. Further on innovativeness, flexibility, technology, and that the supplier can handle the whole supply chain has also been identified as value adding activities.
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Basmanji, Jacqueline Sarah, and Molina Angelica Rodriguez. "Customer loyalty in rural grocery stores : - a comparative study of Swedish and Spanish customers." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-26316.
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Purpose – The purpose of this research was to explain the determiners that influence customer loyalty in rural grocery stores with a comparison of Sweden and Spain. Design/methodology/approach – This is a quantitative research using a multi-cross sectional design with an explanatory approach. The data was collected with a questionnaire survey that was distributed using a face-to-face and online method. Findings – The findings of the research revealed significant support for customer perceived value, satisfaction, trust and commitment to influence customer loyalty. The research also confirms that there are differences in customer loyalty regarding rural grocery stores between Sweden and Spain. Research limitations/implications – This thesis extend previous research by testing an adapted conceptual model of customer loyalty in a context of rural grocery stores and explain the determiners of customer loyalty in Sweden and Spain. The limitations of the research are discussed and directions for future research areas are suggested. Practical implications – The study provides rural retailers with suggestions for marketing strategies related to the determiners (i.e. customer perceived value, satisfaction, trust and commitment) that might influence customer loyalty and attract the rural customers. Originality/value – This research adds to the current stream of rural research by investigating how customer loyalty can enhance profitability. This research has originality since it makes a comparison of two countries, which can be of great interest and inspiration for how to maintain and develop rural grocery stores. Lastly, the research is significant as it provides implications to rural retailers as well as Provincial Governments.
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Nähring, Pascal. "Value-based pricing : The perception of value." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-13197.
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During recent years corporations have been focusing on revenues rather than profits. This led to decreased margins and unstable financial performances. To increase profits, new pricing strategies have emerged. One promising pricing strategy that focuses on increasing profits is value-based pricing, which constitutes the monetising of customer perceived value. The purpose of this paper is to identify what factors influence customer perceived value in the global high-tech service industry. With this knowledge corporations can draw precise evaluations of customer perceived value and hence utilise value-based pricing in the best possible way. A qualitative method was used to study the case of MB Services, the service division of the Meyer Burger Technology Group, and the global high-tech service industry represented at the Hannovermesse 2011, an industrial exhibition in Hanover, Germany. The empirical data collected was analysed together with the theoretical framework. The findings are that customer perceived value of high-tech services is influenced by the overall benefits the customer can obtain from the service, the sacrifices in terms of costs the customer has to pay for the service, competitors’ offerings, different segments, subjective judgments of distinctive people within a corporation, and the industries’ and customers’ level of maturity. Customer perceived value is an underresearched subject, which requires further investigation.
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Chang, Sheng-Yen, and 張聖彥. "Customer-oriented Value Innovation Practice Model develop by Meet Customer Value Proposition." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/07071678908853580253.
Full textAbstract:
碩士國立臺灣科技大學
管理研究所
99
Under the current industry and economic conditions, strong intensive development and application of new technologies which are leading to the result –shorten the product life cycles. Those companies succeed in the past, can no longer sit back and enjoy the success in a comfortable environment. Result from the intensive market competition, enterprise nowadays is not just providing products or services, but need to make it better and cheaper than competitors: “they must add on new features, better performance and lower prices on offering all the time.” Enterprises face the challenge; the solution they think is how to keep one step ahead than its competitors.. It seems a simple concept but not easy to do as most of ways have been adopted - reduce costs in every possible area, business process reengineering to be efficiency, contest to develop product differentiation, develop new markets, risk investment strategy for growth and development ... etc. After implementing all the strategies, the competition still be fierce as what you have done, your competitors do it too. Finally, you do not make yourself one step ahead., but back to the starting point. Nevertheless, this challenge has solution; innovation may be the answer. It is not a secret that the innovation can create the differentiation. However, business owners and its employees tend to believe that it is hard to find the talents, innovation is created from a flash of genius, there is no way of innovation, innovation is a R&D matter ... and other prejudice. All these lead them not focus on innovation. Also, some of the enterprise are unable to clarify the distinction between innovation and R & D. The misconception of R & D which is equal to the innovation limits the development of innovation supported with the proper resource. Some of the enterprise does spend resource on innovation activity, but mainly focus on technology innovation. This often results in "leadership of technology demand", but generally customer demands are not met.. It does not comply with the concept of the technology always comes from the essence of human nature. The main purpose of the research is to consolidate the articles published on HBR which has great academic value and practical innovation thinking into the workable elements, plus the author observation in the industry, combine them together as business innovation practice. Through system thinking, supplement the insufficient of the individual, identify problems and the factors of interactive loop, trying to meet with customer value proposition with profitability. In this research, Author also identifies the enterprise major resources and processes of gap as the direction of innovation activity. Author also generates various innovation type for implementation, plus using FAST skills effectively get innovation results. Author observes the impact of organization transformation before and after toward innovation activities. Lastly, based on the actions above to identify the practical innovation method, inference and create Innovation Development Methodology as reference to help enterprise on innovation activities.
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"Modeling customer lifetime value." 2000. http://library.cuhk.edu.hk/record=b5890153.
Full textAbstract:
Ho Yiu-chung.Thesis (M.Phil.)--Chinese University of Hong Kong, 2000.
Includes bibliographical references (leaves 100-104).
Abstracts in English and Chinese.
Chapter Chapter One --- Introduction --- p.1-6
Chapter Chapter Two --- Literature Review --- p.7-27
Chapter Chapter Three --- Conceptual Models --- p.28-66
Chapter Chapter Four --- Empirical Study --- p.67-85
Chapter Chapter Five --- Discussions and Conclusion --- p.86-99
Bibliography --- p.100 -104
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Yu, Shih-yi, and 尤詩怡. "A Study of Customer Value on Customer Reacquisition." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/01663911112715555641.
Full textAbstract:
碩士國立高雄第一科技大學
企業管理研究所
98
The purpose of this paper is to discuss the perspective of customer value to regain the loss of customers for the extent of its impact, according to the result propose strategies. Therefore, the former service provider give new customer value for the lost customers , and the lost customers are willing to buy again. This study is investigated the catering industry in Taiwan, mainly in order to measure customer value. And customer value would be divided into five faces, functional values, social values, emotional values, epistemic values and conditional values. The practical and academic experts are involved in this research, and we use AHP to verify the data. The results indicated that catering industry for the functional values dimensions of most importance, next is emotional values, epistemic values, conditional values and social values. The impact of economic downturn, consumers more cautious choice of restaurants, so the basic functional value become the primary focus; the second is emotional values, by service person, advertising, influence consumer sentiment. And the third is epistemic values that can trigger the curiosity of consumers. In the practical strategies, enhance quality strategy to ensure food safety and health, product and environmental quality, to improve functional values. Also can be for health, environmental trends, or new life style that into the product and service, to increase epistemic values of the loss of customers. Besides, conditional values can implement electronic discount coupons to great for interactive.
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Lin, Jzu-Hsuan, and 林姿璇. "Customer active probability and customer lifetime value analysis." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/97186967332503784005.
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碩士國立交通大學
管理科學系所
95
The major objective of this research is to assist marketing managers in identifying and learning from their “right customers” that helps managers to serve high-value customers, and create successful marketing programs targeted at the prospected customers. Through data mining of individual transaction information, and Pareto/NBD model proposed by Schmittlein et al. (1987) and customer lifetime value model proposed by Fader et al. (2005) are applied to understand customer active probability and customer lifetime value. Then apply simple one-way ANOVA to construct profitable profile that improves the effect of acquiring new customer. The data on the purchasing of VCDs at the online retailer X-Company is used as empirical analysis. The research result demonstrates that there are four priority ranks of X-Company’s customer. Through the profitable customer profile, managers can observe customer’s purchase behavior to choose the prospects that best match the profile of company’s profitable customers.
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Huang, Hsien-Feng, and 黃先鋒. "On Co-creation Value Model of Customer Value andBusiness Value." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/48nvm4.
Full textAbstract:
博士長榮大學
經營管理研究所
97
This thesis structures value creation model from the view of a corporate toward two dimensions of customer value and business value,and explores the affections of different feature factors including core ability owned by a corporate, information technology ability, and close degree of upstream and downstream vendors etc. to this value creation model. This study takes technology industries including semiconductor industry, information industry, photonic industry, communication industry, consumer electronic industry, and precise equipment industry located in science based park as the subjects of the study. The subjects of questionnaires are those corporate executives involved in corporate policies, including presidents, vice presidents, managers, vice managers,assistant managers, division chiefs, plant managers, department chiefs,section chiefs and team leaders etc. Source of sampling of firms of each industry is the top 5,000 manufacturers (2008) issued by China Credit Information Service Limited. The questionnaire design adopts Likert five-point scale. 1,000 copies of questionnaires were distributed, and 674 copies were effectively collected. The response rate is 67.40%, in which 53 copies of incomplete response were eliminated. The actually effective questionnaires are 621 copies and the effective response rate is 62.10%. This study selected two high tech companies to conduct case interview to understand the feature of high tech industry and the value creation model. This study presents three industrial features, which are core ability owned, information technology ability, and close degree with upstream and downstream, and three kinds of value creation models, which are value chain, value shop, and value network. This study finds (1)the higher the customer value, the more it will be more inclined to the VI value creation model of value chain, value shop and value network; (2)the higher the business value, the more it will be more inclined to the value creation model of value chain, value shop and value network; (3) acorporate with core ability of operating advantage will be inclined to the value creation model of value chain; a corporate with core ability of know-how and innovation will be inclined to the value creation model of value chain or value shop; (4) the higher the information ability of a corporate, it will be more inclined to the value creation model of value chain, value shop and value network; (5) the higher the degree of close cooperation of a corporate with its upstream and downstream vendors, it will be more inclined to the value creation model of value chain, value shop and value network. In addition, as analyzed by use of structural equation modeling (SEM), customer value, business value, information technology ability, and close cooperation with upstream and downstream are significantly positively correlative to value creation model. Finally, as generated by use of multiple regression analysis: (1) the interactive relation, marketing mix strategy, and the degree of information communication ability are significantly positively correlative to value chain; (2) customer satisfaction, convenient service, detecting market status by use of information technology, degree of information communication ability, and degree of member exchange are significantly positively correlative to value shop; (3) interactive relation, detecting market status by use of information technology, and degree of member exchange are significantly positively correlative to value network.
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Pan, Mei-Lien, and 潘美戀. "The Customer Lifetime Value Model Research for Dormant Credit CardThe Customer Lifetime Value Model Research for Dormant Credit CardThe Customer Lifetime Value Model Research for Dormant Credit CardThe Customer Lifetime Value Model Research." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/43123241723186352860.
Full textAbstract:
碩士真理大學
管理科學研究所
98
Since 1990, Taiwan's credit card volume and the cumulative amount of annual spending years rapid growth prompted, The Bank had to address the credit card business will bring the Bank's business revenue and profit benefits around. Credit card feature for the differentiation of products, easy to duplicate products and business model, business competition, low threshold of entry, the current more difficult to provide differentiated innovation to win in a high degree of price competition with each other, but to control the future cost and expense. Because of the current financial turmoil and the impact of dual-card debt, banks focused on the blast from the credit card business card volume and market accounted for the major focus shifted to stay card, Focus marketing and activation of marketing, promotion card valid card, improving credit card spending increase the amount of fee income and interest income. The best policy is Worthy of our attention is on the customers company's satisfied., so we should not only the pursuit of market share, also grasp with their existing customers and try to establish long-term brand loyalty. Credit card for the consumer finance business development and profitability main source of light, this study attempts to model customer lifetime value through further marketing of credit cards to the new model, and future card marketing strategy recommendations direction.
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Abreu, Jorge Eduardo Carvalho. "Customer lifetime value in insurance." Master's thesis, 2019. http://hdl.handle.net/10362/62423.
Full textAbstract:
Internship Report presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced AnalyticsThroughout the years, companies from several business sectors have strived to strengthen their client portfolio by acquiring and retaining the most profitable. For this to happen, current and potential clients must be clearly classified based on their past and future interactions with a company throughout the lifetime of their relationship. This report presents how the previous scenario was implemented using Customer Lifetime Value (CLV) in one of the biggest bancassurance companies in Portugal, during a 9-month internship. Before delving into the detailed set of this project phases, the concept of CLV was reviewed, as well as the characteristics which define its several approaches, followed by the alignment of the chosen approach to the company reality. This CLV model was limited to a 12-month future horizon, covered 7 company dimensions (one global, plus 1 per lines of business) and took into consideration as main future client interactions churn, cross-sell, upsell and risk of claiming. These previous components were modeled with the help of SAS Enterprise Miner or estimated using SAS Enterprise Guide and analyzing historical events. Besides a purely monetary CLV, it was also generated an ordinal output using a set of business rules and a ranking data discretization method. Finally, a back-test validation procedure was executed to evaluate the reliability of both types of outputs in each of the considered dimensions and its results were analyzed.
Ao longo dos anos, empresas de diversos setores têm-se esforçado para fortalecer o seu portfolio de clientes, adquirindo e retendo os mais lucrativos. Para que isto acontecer, os clientes atuais e potenciais têm de ser devidamente categorizados com base nas suas interações passadas e futuras com uma determinada empresa, ao longo do ciclo de vida da sua relação com a mesma. Este relatório vez por sua vez apresentar como o cenário anterior foi implementado durante um estágio de 9 meses numa das maiores empresas de bancassurance em Portugal, recorrendo ao Customer Lifetime Value (CLV). Antes de aprofundar o conjunto de fases deste projeto, foi feita uma revisão do conceito de CLV, assim como das principais características que definem as diversas abordagens, seguido do alinhamento da abordagem escolhida com a realidade da companhia. Este modelo foi limitado a um horizonte futuro de 12 meses, compreendeu 7 dimensões (uma global e uma por cada linha de negócio) e integrou como principais interações futuras do cliente o churn, cross-sell, upsell e risco de sinistralidade. Estes componentes foram modelados com a ajuda da ferramenta SAS Enterprise Miner, ou estimados utilizando o SAS Enterprise Guide para analisar eventos passados. Além de um CLV puramente monetário, também foi criado um output ordinal recorrendo a um conjunto de regras de negócio e um método de ranking data discretization. No fim, foi executado um procedimento de validação back-test com o intuito de avaliar a credibilidade dos dois tipos de outputs ao longo das várias dimensões e foi feita uma análise dos resultados finais.
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Alexandre, Ana Margarida Gomes. "Customer lifetime value na banca." Master's thesis, 2009. http://hdl.handle.net/10071/1970.
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Ao longo do tempo, as instituições financeiras, muito em particular os bancos, têm cada vez mais apostado na implementação, na gestão de processos e em métricas que possibilitem a gestão do relacionamento com os clientes, e o próprio conhecimento inteligente sobre o valor dos mesmos. Uma das possíveis métricas a utilizar é o Customer Lifetime Value (CLTV), que tem vindo a ganhar cada vez maior importância.
Este projecto consistiu no desenvolvimento, e implementação, do modelo de CLTV probabilístico num banco, evidenciando algumas das limitações das métricas “tradicionais” utilizadas para o cálculo do valor do cliente. A metodologia utilizada no desenvolvimento do projecto foi a metodologia “implementação plataformas inteligentes” (IPI), a qual é utilizada pelo SAS para o desenvolvimento de projectos de Data Mining. Para a obtenção do CLTV foi necessário efectuar o cálculo e análise da rentabilidade e potencialidade futura associada a cada cliente ao longo do período de tempo em análise. A partir do desenvolvimento do modelo de CLTV foi possível identificar quais os clientes com maior valor actual (rentabilidade) e maior valor futuro (potencialidade), com o intuito de futuramente criar estratégias específicas que permitam maximizar o ciclo de vida dos clientes no banco.Ao longo do tempo, as instituições financeiras, muito em particular os bancos, têm cada vez mais apostado na implementação, na gestão de processos e em métricas que possibilitem a gestão do relacionamento com os clientes, e o próprio conhecimento inteligente sobre o valor dos mesmos. Uma das possíveis métricas a utilizar é o Customer Lifetime Value (CLTV), que tem vindo a ganhar cada vez maior importância. Este projecto consistiu no desenvolvimento, e implementação, do modelo de CLTV probabilístico num banco, evidenciando algumas das limitações das métricas “tradicionais” utilizadas para o cálculo do valor do cliente. A metodologia utilizada no desenvolvimento do projecto foi a metodologia “implementação plataformas inteligentes” (IPI), a qual é utilizada pelo SAS para o desenvolvimento de projectos de Data Mining. Para a obtenção do CLTV foi necessário efectuar o cálculo e análise da rentabilidade e potencialidade futura associada a cada cliente ao longo do período de tempo em análise. A partir do desenvolvimento do modelo de CLTV foi possível identificar quais os clientes com maior valor actual (rentabilidade) e maior valor futuro (potencialidade), com o intuito de futuramente criar estratégias específicas que permitam maximizar o ciclo de vida dos clientes no banco.
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Ko-Jung, Tseng, and 曾科融. "Customer Value in Eslite Bookstore." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/04870034085709214607.
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碩士國立臺灣藝術大學
工藝設計學系
99
To understand customer value is the keypoint in the completely competive market, so that the research is really important. This research not only finds out the customer value of Eslite, but also compares the result of customer value to the marketing manager’ssuggestion. Finally, to find out in consumer’s mind what the value of “sense of design” is, and what kind of elements generates “design”. By “ Means-End Chain” and “Zaltman Metaphor Elicitation Technique”, to find out the links of “ Attributes- Consequences- Values” of Eslite. For consumers, there are 4 images of Eslite. These are “the study can accumulate capacity”, “the space can release the stress”, “ the tour to find treasures”, and “the elite of taste”.The end value of Eslite are “upgrade” and “relax”. The metaphot of these two values is transformation. A kind of transformation is about the capacity, and the other kind of transformation is about mood. The result of comparision between consumer’s mind and marketing manager’s mind is almost the same. However, consumers give more meanings to all attibutes. About “sense of design”, its attributes comprise“atmosphere of the space”, “design products”, and “Eslite’s publications”. Its values are “to upgrade one’s capacity”, “republic of Plato”, “to taste aesthletics”, “to apply to the life”, “the sense of belonging”, “to relax” and “comfortable”.
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HUANG, CHIEN-LIANG, and 黃建良. "Customer segmentation and strategy development based on customer value." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/13419199870298051233.
Full textAbstract:
碩士世新大學
資訊管理學研究所(含碩專班)
95
Customer Relationship Management(CRM) has become a leading business strategy in Highly competitive business environment.So we need to understand what is the customer requirement？What is the customer value？The core parts of CRM activities are understanding customer’s profitability and retain profitable customers. In this paper, we proposed and designed a LTV model, which the three architecture composed of the customer past profitability, profit potentials of customers, and customer defection.The result indicated that customer who have the current value of average phone usage cost 900 dollars , the potential value of average cost 64 dollars, and the customer churn rate is 1/20. In this paper suggested according to the different customer value characteristic result several kinds may carry out the marketing strategy, enhances customer's customer value. This research result may provide for each wireless communication industry makes the customer value trend analysis the correlation reference
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Chiang, Neng You, and 江能右. "Customer Relationship Management- Enterprises Improve Customer Value by IT." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/31403372519745643453.
Full textAbstract:
碩士國立臺北大學
企業管理學系
89
Today, enterprise advantages come from the innovation of products and services are short, and building long-term relationships with customers becomes only way that help enterprise obtain success in their industries. The research combines theories and practical applications, and focuses on constructing an integrated CRM (Customer Relationship Management) system. Then through this system, we can analyze how information technologies influence management processes and customer value. At the very beginning, the research discussed about the CRM related theories and built the base of CRM system. Then we studied the real world CRM solutions and consolidated the most key items for this system. Finally, both of these two parts are combined into the integrated CRM system and then been validated by the case study. CRM can help enterprises understand customers’ need, search proper customers, offer integrated services, obtain transaction information, adjust marketing strategies, improve customer satisfaction, and so on. On the other words, the operation method of CRM is that an enterprise uses information technologies to support management processes basis of customers’ advantages improvement. According to System School concept, there are three main aspects in integrated CRM system, core relationship aspect, customer management aspect, and information technologies aspect. After detailed studying, there are some conclusions in this research. Based on the transaction characteristics of industries, the individual customer identifying ability of companies are different. The individual customer identifying ability would influence CRM operation effect of enterprises, and causes different CRM operation methods. Besides, enterprises should select proper information technologies based on their industry characteristics. The degree of information technologies development would influence directly customer management aspect and core relationships aspect.
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Tzeng, Jiun-Chi, and 曾俊奇. "Innovativeness, customer engagement, and customer value co-creation behaviors." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/qz4m44.
Full textAbstract:
碩士國立臺中科技大學
財務金融研究所碩士班
107
Customer value co-creation behaviors play a critical role in determining customer satisfaction. However, few hospitality studies have examined how innovativeness affects customer value co-creation behaviors. This study examined the effect of innovativeness on customer value co-creation behaviors to clarify the mediating role of customer engagement. Survey data from 496 customers demonstrated that innovativeness is positively related to customer engagement and customer value co-creation behaviors. Customer engagement is positively associated with customer value co-creation behaviors. Furthermore, customer engagement mediates the association between innovativeness and customer value co-creation behaviors. This study extends current knowledge on customer value co-creation and examines the associations among innovativeness, customer engagement, and customer value co-creation behaviors. The results can serve as a reference for restaurant managers in terms of innovative practices and customer relationship management.
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NGUYEN, THI PHUONG-ANH, and 阮氏芳英. "The Influence of Customer Orientation on Customer Value, Relationship Quality and Customer Loyalty." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/k7r7bp.
Full textAbstract:
碩士國立臺北科技大學
技術及職業教育研究所
105
Education is considered to play an important role in social, popularing education is always a special mission. The development of a country usually begins from education. Nowadays, customer orientation becomes more and more popular not also in government school but also in private school. Besides, education organization is relised to be a business model, gives away many beautiful values to thousands and thousands students. Schools give educational values to students, and students are the customers of school. Based on students of satisfaction and trusts, schools will find the solutions and elevate the brand performance. As the result, this study observes the phenomenon as the research background and motivation. Through the integration of the past researches, this research has developed a customer orientation, brand value, emotion value, trust, satisfaction and customer loyalty of the theoretical framework. In this study, an empirical investigation education industry to explore the relationship between the variables, and to develop marketing strategy for the industry as a reference, hoping to contribute to the development of its strategy. The result indicates that: customer orientation has significant positive effect on customer value (brand value and emotion value), customer value has significant positive effect on relationship quality (trust and satisfaction), relationship quality (trust and satisfaction) has significant positive effect on customer loyalty.
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Liu, Wei-Liang, and 劉韋良. "Relationship of Content Marketing Among Customer Satisfaction, Customer Perceived Value and Customer Loyalty." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/x7sttg.
Full textAbstract:
碩士國立中興大學
企業管理學系所
106
The purpose of this study is to explore the impact of content marketing on customer perceived value, customer satisfaction, and customer loyalty. According to previous literature, customer satisfaction increases will cause customer loyalty increase and customer perceived value increase will cause customer loyalty increase. Hence, This paper specifically discusses whether companies through content marketing can increase customer satisfaction and customer perceived value through content marketing, and then increase customer loyalty to make the company earn more customers. Using online questionnaires, the analysis found that the most effective target group is young people aged 23 to 27, the impact on women is higher than men, and university-educated people are relatively better able to understand the information delivered by content marketing. Beside customer with higher frequency of viewing advertisements also have higher customer satisfaction, customer perceived value, and customer loyalty. After the company understands the target group, it can put the target of content marketing on young people, and it will get a higher hit rate and resonance. The company indirectly promotes customer loyalty through the content marketing, to increase customer satisfaction and customer perceived value. After the company increases customer loyalty, it can make the company have more customers, maintain good relationships with old customers and establish new relationships with new customers, and also the company always regards increasing loyalty as one of its long-term goals.
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Lien, Wei-Chien, and 連惟謙. "Applying Data Analytical Technique to Customer Lose and Customer Value." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/bg6x8t.
Full textAbstract:
碩士中原大學
資訊管理研究所
92
The competition element in nowadays industry has transferred from promoting inner core competition to satisfy customers’ needs. Only providing intimate service can seize the hearts of customers. Customer management is very important to an enterprise.According to Ravi Kalakota and Marcia Robinson（1999）, CRM must be implemented in three stages in order to manage customer cycle properly: gain new customers, strengthen the profitability of the exiting customers and maintain the lifelong value of the existing customers. Generally speaking, most enterprises focus more on developing new customers than maintaining long term relationship of existing customers. According to Peppers,Don and Rogers,Martha the cost of developing a new customer is five times more than retaining an existing one. Besides, 25% average customers have been lost every year. The companies would have 100% profit growth if the customer lose rate is decreased by 5%. Therefore, investigating customer lose and customer value are one of the major motives in this research. This research is focused on A company, which is an industry combining sport, leisure and entertainment. This industry has crucial relationship with customers and is the model in domestic industry. This research is to understand how to apply members database to analyze customer lose. It adopts four classification techniques: discriminant analysis, logistic analysis, neural networks analysis and decision trees analysis to guide mathematics model in customer lose. Then, the main forecasting aviations will be conducted gradually and be compared to differentiate rate in order to establish higher differentiate rate of mathematics model. On the other hand, it adopts RFM customer value analysis of Arthur Hughes (1994) to analyze related transaction information from existing and lost members. In addition, it also applies customer purchase period to implement MLE and WMLE customer value trend analysis. The result of this research will provide A company the related reference guide in analyzing customer lose, customer value and value trend. Key works: Data Analysis、Multiple Classification、DataBase Marketing、Customer Relationship Management、Customer Lose、Customer Value.
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Anıtsal, İsmet. "Technology-based self-service from customer productivity toward customer value /." 2005. http://etd.utk.edu/2005/AnitsalIsmet.pdf.
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Thesis (Ph. D.) -- University of Tennessee, Knoxville, 2005.Title from title page screen (viewed on Jun. 24, 2005). Thesis advisor: David W. Schumann. Document formatted into pages (xix, 602 p. : ill.). Vita. Includes bibliographical references (p. 373-402).
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Huang, Chih-Min, and 黃志敏. "Customer Value Analysis in Security Industry." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/31719980765914853515.
Full textAbstract:
碩士國立臺北大學
企業管理學系碩士在職專班
102
In recent years, economic events such as European debt crisis, the United States fiscal cliff, petrol and electricity prices rising and the taxation on capital gains on securities in Taiwan disrupted the stock market and caused the turbulence. The persistency of capital flight and the lack of momentum on trading volume in stock market made it even worse. How to create higher customer value and build customer loyalty becomes a critical issue for security dealers. Even with the limitation upon the enterprise resources, this study not only intends to define the customers groups in different values, but also brings up the corresponding management strategies. This study (based on RFMLI five variables) design used Kohonen Net and K-Means two stages clustering in combination with Reinartz and Kumar (2002) - Loyalty Strategic Matrix analysis, which successfully segment active customers to four groups including True Friends, Butterflies, Strangers and Barnacles. Security dealers can dedicate themselves to targeted customers and proactively offer specific services to enhance their customer relationship management and customer loyalty. Moreover, the study applies Decision Tree C5.0 and Logistic Regression algorithm on the result of clustering to establish customer value and behavior analysis model and customer investment preference scoring model. All these are expected to apply on the development of customer business strategy and are also able to be implemented into the databases for the future review. This research can assist the enterprise to develop a deeper relationship with the customers, further achieve the database marketing project for the targeted investment behaviors and persistently enhance the models and regulations in the future. This is provided for security dealers’ reference and it could be of help in some ways.
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Liao, Pin-Pin, and 廖萍萍. "Customer Relation Value on Medical Industry." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/05589652347663501317.
Full textAbstract:
碩士國立高雄第一科技大學
行銷與流通管理所
94
Abstract The ways of building comparative advantage in competitive medical market is not only to launch high-tech products in accordance to meet patients’ demand and promote service quality the other marketing strategy is excavating hidden additional value. Medical industry has been implemented relationship marketing for many years. Relationship marketing is the strategy of long-term dynamic relational exchange in concerning of retaining exist customers, attracting new customers, in the meanwhile, it values relation quality of interaction, is customer-orientated and focuses on customer value. Previous research had been focused on customers’ lifetime value and benefit that corporate can gain by retaining customers. These researches overlooked factors that influence participating and maintenance of long-term relationship-value cognition of relationship. Level of relationship value is determined by margin of special interest and cost of relationship, in addition, relationship value will be influenced by some other important factors. This study attempts to probe value positioning of medical apparatus manufacturers from the view of customers. 16 depth interviews were conducted on the basis of theory, result of analysis showed that important factors of partnership value can be categorized into two shafts--relationship obtaining and relationship loss. The main catalogue of relationship obtaining was constituted by manufacturer management, R&D, products, sales force and topic of relationship marketing activities. The main catalogue of relationship loss was constituted by products, sales force and relationship marketing iii activities. Under these two main catalogues 4 stratum main catalogues and 13 stature catalogues of relationship value were developed. 8 propositions were developed from value catalogues. The study finally addressed conclusion of findings and suggestions for implementation can provide indicates for examining corporate value and references for planning marketing strategy.
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陳福堂. "Affecting Functions on Customer Lifetime Value." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/48493140389663838783.
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Wang, Yingjie. "Customer value assessment of Sichuan Mobile." Doctoral thesis, 2012. http://hdl.handle.net/10071/6698.
Full textAbstract:
The present research aims to contribute with the evaluation and a segmentation index
criterion of the customer group value in order to improve knowledge to the
telecommunication industry, in value assessment and in market subdivision based on
customer value. This thesis gives practical instrument measure and guiding suggestions to a
deeper customer value assessment, combining characteristics of the communication industry
in China, based on outstanding domestic and foreign research results and taking the group
customers of China Mobile Sichuan Company.
A first brief crossing between theoretical backgrounds of customer value assessment,
segmentation concept and group customer, allowed the selection and choices of the
methodology and the variables that influence group customer value. The following empirical
step complemented the development of the assessment index system to calculate the group
customer value and the following cluster analysis. The results obtained included the industry
experts' experience, which help the identification of the 14 factors that influence the group
customer value and the data analysis from 2000 group customers, which has been extracted
from the mobile BOSS system. Factor analysis and analytic hierarchy process (AHP) method
are used to calculate weights of indexes.
Finally, based on current value, potential value, social value and the total value, clusters
with typical characteristics are discovered using K-means clustering method. And
corresponding marketing strategy is put forward.Esta tese avalia o Valor de grupos de clientes, no âmbito da grande empresa chinesa de telecomunicações móveis, a Sichuan Mobile. O presente estudo contribui para a análise da avaliação e segmentação de grupos de clientes, nomeadamente no mercado das telecomunicações. Este, sugere, ainda, um instrumento prático de medida; um índice de medida do valor de grupo de clientes é proposto e construído com base em análise de dados secundários do sector e do mercado chinês e primários baseados opiniões de peritos do sector e de resposta a um inquérito dos grupos de clientes da China Mobile. Após uma breve revisão do enquadramento teórico de conceitos inseridos na Gestão do Marketing, como Valor do Cliente, Segmentação e cliente-grupo, foram analisadas e seleccionadas as opções metodológicas e as variáveis que podem influenciar a avaliação do valor de um grupo de clientes. O desenvolvimento do índice de ponderação do valor de grupo de clientes foi elaborado após vários passos. Em primeiro lugar foram identificados, junto de peritos do sector, 14 factores que influenciam a avaliação do valor de grupo de clientes; Depois, efectuou-se um inquérito a 2000 grupos de clientes, retirados do sistema móvel BOSS da empresa Sichuan Mobile. Por fim realizou-se à base de dados obtida análises estatísticas como Análise Factorial e de Hierarquia (AHP), métodos que permitiram obter a ponderação do índice. Finalmente, com base no índice de valor corrente, valor potencial, valor social e valor total foram identificados os clusters. A análise destes clusters permitiu ainda sugerir estratégias de marketing em adaptação a cada cluster.