Business Commons^™

Market-Based Asset Management And Shareholder Value: Investigating The Roles Of Human Capital And Factor Markets In Maximizing Returns On Customer Relationships, Chad Milewicz

Electronic Theses and Dissertations

The accountability of marketing investments continues to be a key area of concern for researchers and practitioners (MSI Research Priorities, 2008). In particular, market-based assets, specifically customer relationships, and their potential impact on firm performance are a significant source of interest. Though research in this area continues to grow, little is understood about how investments in human capital and the acquisition of alliance partners through factor markets relate to customer relationship management and the impact of customer relationships on performance. This dissertation presents two studies which, together, investigate how investments in market-based assets influence on abnormal stock returns. In the …

Two Essays On Satisfaction, Vishal Bindroo

Electronic Theses and Dissertations

This dissertation consists of two essays that study the relevant boundary conditions to the relationship between the customer satisfaction and loyalty. Retaining current customers is critical to a firm's performance and has been well-established in the literature. Extant literature tells us that loyal customers are typically less price sensitive, spend more than non-loyal customers, less expensive to retain, and more importantly, provide new referrals through positive word of mouth. In the first essay, drawing from decision justifiability theory, I posit that consideration set size and price-consciousness moderate the relationship between satisfaction and loyalty. At higher levels of consideration set sizes, …

Customer Satisfaction, Loyalty, And Repurchase: Meta-Analytical Review, And Theoretical And Empirical Evidence Of Loyalty And Repurchase Differences., Tamilla Curtis

HCBE Theses and Dissertations

Despite the large volume of research in the area of loyalty-repurchase-satisfaction, the findings on the relationship between these variables are conflicting. It seems that links between loyalty, repurchase, and satisfaction are not fully understood yet.

The study provided the theoretical background on loyalty, repurchase, satisfaction, and their interrelationships. The Theory of Planned Behavior and the Expectation Confirmation Theory were discussed. The loyalty-repurchase differentiation with five contributing factors was addressed. From the literature review nine hypotheses were proposed.

The study was conducted in three phases. The purpose of the first phase was to statistically identify the magnitude and the direction of …