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Full-Text Articles in Business
Differential Impact Of Customer Equity Drivers On Satisfaction: The Case Of China’S Telecommunications Industry, Haejin Seo, Linlin Fu, Tae Ho Song
Differential Impact Of Customer Equity Drivers On Satisfaction: The Case Of China’S Telecommunications Industry, Haejin Seo, Linlin Fu, Tae Ho Song
Asia Marketing Journal
As the necessity of customer relationship management (CRM) increases, measuring the performance of CRM have been actively discussed. Customer equity (CE) is regarded as an appropriate indicator for evaluating the outcomes of marketing activities. There are three drivers of CE: brand, value, and relationship equity. This study aims to investigate the impact of three drivers on customer satisfaction. Market competition is an environmental factor that affects the effectiveness of CRM. This study divides target firms into leaders and followers. This study found that the differential impact of CE drivers on customer satisfaction depends on the firm’s status (leader or follower). …
Kundenprozessorientierung Durch Service-Portale: Das Beispiel W@M Von Endress+Hauser, Marc A. Caesar, Christine Legner, Hubert Oesterle, Jean-Gyl Capt
Kundenprozessorientierung Durch Service-Portale: Das Beispiel W@M Von Endress+Hauser, Marc A. Caesar, Christine Legner, Hubert Oesterle, Jean-Gyl Capt
Hubert Oesterle
No abstract provided.
Erfolgsfaktoren Im Customer Relationship Management, Rainer Alt, Thomas Puschmann, Hubert Oesterle
Erfolgsfaktoren Im Customer Relationship Management, Rainer Alt, Thomas Puschmann, Hubert Oesterle
Hubert Oesterle
No abstract provided.
Customer Relationship Management Architecture In The Pharmaceutical Industry, Rainer Alt, Hubert Oesterle, Thomas Puschmann, Vladimir Barak, Thomas Huber
Customer Relationship Management Architecture In The Pharmaceutical Industry, Rainer Alt, Hubert Oesterle, Thomas Puschmann, Vladimir Barak, Thomas Huber
Hubert Oesterle
No abstract provided.
Lessons Learned From Coordination Theory: Towards A Model Of The Networked Enterprise, Hubert Oesterle, Elgar Fleisch
Lessons Learned From Coordination Theory: Towards A Model Of The Networked Enterprise, Hubert Oesterle, Elgar Fleisch
Hubert Oesterle
This paper discusses IT-enabled collaboration of business units (Business Networking) on the business processlevel. It’s goal is to develop a model which helps companies in the networked economy to design and managetheir cross-company business processes. We elaborate an approach which combines findings of network theoryand business process re-engineering using results of coordination theory. To reduce complexity, we split thenetworking problem into five coordination areas. We find that describing business networks with the aid ofcoordination areas allows a networked enterprise to consistently orient itself towards the processes of itspartners, in particular those of its customers and suppliers. The model of the …