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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). …
What Improves Customer Satisfaction In Mobile Banking Apps? An Application Of Text Mining Analysis, Yun Kyung Oh, Jung-Min Kim
What Improves Customer Satisfaction In Mobile Banking Apps? An Application Of Text Mining Analysis, Yun Kyung Oh, Jung-Min Kim
Asia Marketing Journal
Consumer-generated reviews reflect consumers’ experiences and perceptions toward a product or service. In this context, we propose a text mining approach to identify factors that improve customer satisfaction in the mobile banking app service. To do so, we collect 96,140 mobile app reviews for four U.S. banks: Bank of America, Capital One, Chase, and Wells Fargo. Using the Latent Dirichlet Allocation (LDA) topic model, we first derive the critical quality dimensions such as ease of use, convenience, security, and customer support. Analysis of weekly panel data shows that positive responses to the security and convenience of mobile banking apps improve …
Does The Variance Of Customer Satisfaction Matter For Firm Performance?, Eun Young Lee, Shijin Yoo, Dong Wook Lee
Does The Variance Of Customer Satisfaction Matter For Firm Performance?, Eun Young Lee, Shijin Yoo, Dong Wook Lee
Asia Marketing Journal
Although much attention has been paid to customer satisfaction (CS) as a leading indicator of firm performance, few studies have investigated the role of CS distribution across individual customers. With 10 years of National Customer Satisfaction Index (NCSI) data in Korea, we examine the relationship between the variance of CS and key corporate performance measures such as revenue, profit, Tobin’s q, and stock return.
There are three main findings. First, we confirm the findings of previous studies that the average CS for a firm is related to the firm’s economic performance. Second, we find a moderating effect of CS variance …
Sk Energy"S Customer Satisfaction, Min Sun Yeu, Doo Hee Lee, Jae Hwan Kim
Sk Energy"S Customer Satisfaction, Min Sun Yeu, Doo Hee Lee, Jae Hwan Kim
Asia Marketing Journal
Many oil refinery companies have been proactively carried out marketing activities to survive in highly intensified service station industry. In 2012, SK Energy ranked number one in three customer satisfaction surveys (NCSI, KCSI, and KS-SQI). SK Energy``s success is in its differentiated customer satisfaction business strategy. SK Energy has been implementing various marketing activities. As a part of the activities, it issued an affinity credit card with on spot discount privilege for the first time in the oil refinery industry. SK Energy also issued EnClean bonus card for OK Cashbag points that can be used for discounts at the service …
서비스 수익 체인 실현을 위한 내부마케팅 전략: 현대해상화재보험, Youjae Yi, Jun Youb Lee, Jin Young Sirh
서비스 수익 체인 실현을 위한 내부마케팅 전략: 현대해상화재보험, Youjae Yi, Jun Youb Lee, Jin Young Sirh
Asia Marketing Journal
Hyundai Marine & Fire Insurance has achieved its goal of revenue growth while most of insurance companies have failed. It is because Hyundai Marine & Fire Insurance continued to make sincere efforts to increase employee satisfaction. The service-profit chain posits that employee satisfaction is linked to customer satisfaction and to revenue growth. The case shows how Hyundai Marine & Fire Insurance put the service-profit chain to work and how different its internal marketing strategy is.