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Development a beneficial segmented services method: boosting aspect when you look at the matchmaking product sales

Weinstein, An excellent. (2002). Customer preservation: good use segmentation and you can customers worthy of means. Diary out-of Concentrating on, Aspect and you will Study having Sale, 10(3), 259–268; Payne, Good. F. T. and you may Frow, P. (1999). Record regarding Business Government, 15(8), 797–818.

It area is based on Ahmad, R. and Buttle, F. (2001). Consumer storage: a potentially effective income management means. Journal out-of Strategic Profit, nine, 29–45.

Ahmad, R. and you can Buttle, F. (2002). Buyers storage administration: a representation towards idea and exercise. Deals Cleverness and you can Believe, 20(3), 149–161.

Reichheld, F. F. (1996). The latest support feeling: the brand new invisible push about gains, payouts, and you can long-term really worth. Boston, MA: Harvard Providers University Press.

Ryals, L. (2008). Deciding the secondary worth of a buyers. Journal away from Selling Administration, twenty four, 847–864; Ryals, L. and you can Knox, S. (2002). Is your potential customers worthy of more than money? Diary away from Selling and Individual Qualities, nine, 241–251.

An active brand of the length of the brand new owner’s connection with a continuous company: the fresh role regarding satisfaction

Predicated on Reichheld, F. F. and you can Sasser, W. E. Jr (1990). No defections: top quality comes to qualities. Harvard Business Feedback, Sept–October, 105–111; Reichheld, F. F. (1996). The loyalty impact. Boston, MA: Harvard Business College Drive.

ten Murphy, J. A great. (1996) Shopping financial. During the Buttle, F. (ed.) 74–90. 11 Eastern, Roentgen. and Hammond, K. (2000). Facts and you can fallacy inside storage deals. Working papers, Kingston Business School, British. a dozen Bain & Co./­Mainline (1999). Individual expenses on the internet. Bain & Co. 13 Eastern, Roentgen., Hammond, K. and Gendall, P. (2006), Truth and you can fallacy during the preservation profit. Record of Sales Administration, 22, 5–23. Reichheld (1996, op. cit.) suggests make the most of customer tips increases once the tenure lengthens. fourteen

Homburg, C., Koschate, Letter. and you can Hoyer, W. (2005). Create found users really spend far more? A study of the relationship between client satisfaction and determination to shell out. Diary off Revenue, 69(2), 84–95.

fifteen Dawkins, P.Meters. and you will Reichheld, F.F. (1990). Customer maintenance as the an aggressive gun. Administrators & Panel, Summer, 42–47. 16 Reichheld, F.F. (1996). The commitment effect: the latest undetectable push trailing growth, winnings, and you may long-lasting value. Boston, MA: Harvard Business School Drive. 17 Bolton, R. N. (1998). ). Profile: Sir Charles Mayfield. Revenue Month, April 9. 19 Reichheld, F. F. (1993). Loyalty-­founded management. Harvard Providers Remark, Mar–Annual percentage rate, 63–73. 20 Mitchell, An effective. (1998). Devoted sure, being no. Management Today, ). Demystifying consumer brand name wedding: examining the commitment nexus. Diary of Sales Administration, 27(7–8), July, 785–807. twenty-two Vivek, S. D., Beatty, S. Elizabeth. and Morgan, R. Meters. (2012). Consumer engagement: investigating buyers matchmaking beyond buy. Diary out of Marketing theory and exercise, 20(2) (Spring), 127–145. 23 Hollebeek, Linda (2011), Demystifying consumer brand engagement: exploring the commitment nexus. Record out-of Sale Administration, 27(7–8), ). Person sigma: controlling the staff member-­buyers come upon. Nyc: Gallup Push. 25 Vivek, S. D., Beatty, S. Age. and you will Morgan, R. Yards. (2012). Buyers engagement: exploring customer relationships beyond buy. Journal of Marketing theory and exercise, 20(2) (Spring), 127–145. twenty six See these sites accessed 07/­08/­earn-­your-­wings-­air-­canadas-­successful-­gamification-­venture-­into-­loyalty/­ and you will twenty seven

Matchmaking an Posting, pp

Oliver, Roentgen. L., Rust, R. T. and you may Varki, S. (1997). Customer pleasure: fundamentals, findings and you will managerial notion. Log off Retailing, 73(3), 311–336; Keiningham, T. L. and you may Vavra, T. (2001). The customer glee principle: surpassing customers’ requirement to own base-­line triumph. Ny: McGraw-­Slope.

Wisdom customer relationships 28 Dixon, Yards., Freeman, K. and you will Toman, N. (2010). Call it quits to help you pleasure customers. Harvard Company Comment, July/­August, 2–seven. 30 Maklan, S., Antonetti, P. and you will Whitty, S. (2017). A better way to cope with buyers sense. California Government Feedback, 59, 92–115. 30 Homburg, C., Jozi, D. and you can Kuehnl, C. (2017). Consumer experience government: for the implementing a growing marketing theory. Diary of one’s Academy regarding Profit Technology, forty-five, 377–401. 31 Structure Considering, for the majority, is apparently the newest concept of buyers centricity even though their definition is all nearby, the advice include performing smooth customers excursions inside mediated environment. For further advice: Kolko, J. (2015). Design considering happens of age. Harvard Team Review, 93, 66–71; Liedtka, J. (2017). Comparing the newest perception off Build Convinced for action, in: Academy away from https://datingranking.net/fr/sites-de-rencontre-en-espagnol/ Administration Appointment. Atlanta. Vetterli, C., Uebernickel, F., Brenner, W. and you may Petrie, C. (2016). Just how Deutsche Bank’s They division utilized build thought to reach customers distance. MIS Every quarter Administrator, 15, 37–53. thirty-two Kano, N. (1995). Upsizing the company of the attractive quality creation. During the Kanji, G. H. (ed.). Total High quality Management: Legal proceeding of one’s Basic Community Congress. Chapman Hallway. 33 Dixon, M., Freeman, K. and Toman, N. (2010). Give-up so you’re able to happiness your potential customers. Harvard Organization Review, July/­August, 2–eight. 34 Gilbert, D. (1996) Airlines. In Buttle, F. (ed.). 31–144. 35 Dowling, G. and Uncles, Yards. (1997). Carry out buyers respect software in fact work? Sloan Government Remark, Summer, 38(4), 71–82. thirty six Liu, C. H. (2017). Short instances inside the big data application inside Better Asia, Unpublished manuscript, Alliance Manchester Business College, University of Manchester, Manchester. 37 Dignam, C. (1996). Being wise is not the simply redeeming ability. Business Direct, Sep, 51–56. 38 Cited in the Gilbert, D. (1996). Air companies. For the Buttle, F. (ed.). 31–144. 39 Shugan, S. M. (2005). Brand commitment programs: are they shams? Income Technology, 24(2), 185–193. forty Reed, D. (1995). Of a lot delighted returns. Revenue Week, Late 17, 7–eleven. 41 Penis, A beneficial. S. and Basu, K. (1994). Buyers respect: for the a built-in build. Log of the Academy away from ). The new a lot of time-­name effect from loyalty programs into user buy habits and you can respect. Log off Product sales, 71, ). New determine out of support program subscription on the buyers pick behaviour. Western european Journal of Product sales, 42(1/­2), 87–114. 44 For additional information on the history and you may development of this type of strategies discover Worthington, S. (2000). A classic exemplory case of a beneficial misnomer: the latest commitment card. Journal regarding Targeting, Dimension and Studies to own Business, 8(3), 222–234. forty-five Stauss, B., Chojnacki, K., ). Maintenance effects of a buyers club. Around the world Log from Solution Community Administration, 12(1), 7+. 46 Stauss, B., Chojnacki, K., ). Retention negative effects of a consumer pub. In the world Journal regarding Solution Community Government, 12(1), 7+. 47 Buttle, F., Ahmad, R. and Aldlaigan, An effective. (2002). The concept and practice off consumer connection. Journal from Team-­to-­Team ), Analysis: because the boomers decades Harley hunts to possess more youthful cyclists, https:/­/­reuters/­article/­us-­harleydavidson-­boomers-­analysis/­analysis-­as-­boomers-­age-­harley-­hunts-­for-­ younger-­riders-­idUSBRE95K0GU20130621. Accessed .


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