108 research outputs found
The Theoretical Underpinnings of Customer Asset Management
Most research in customer asset management has focused
on specific aspects of the value of the customer to
the company. The purpose of this article is to propose
an integrated framework ? called CUSAMS -- that
enables service organizations to comprehensively
assess the value of their "customer assets" and to
understand the influence of marketing instruments on
them. The foundation of the CUSAMS framework is a
careful specification of key customer behaviors that
reflect the length, depth and breadth of the
customer-service provider relationship: duration,
usage, and cross-buying. This framework is the starting
point for a set of theoretically based propositions
regarding how marketing instruments influence customer
behavior within the relationship, thereby influencing
customer value. Then, building on prior research, we
provide two empirical examples of how the CUSAMS
framework can be used to conduct financial analyses of
the return on investment from marketing expenditures
designed to influence behavior and increase the value
of the customer base. The framework and propositions
provide the impetus for a research agenda that
identifies critical issues in customer asset managemen
Denial at the top table: status attributions and implications for marketing
Senior marketing management is seldom represented on the Board of Directors nowadays, reflecting a deteriorating status of the marketing profession. We examine some of the key reasons for marketing’s demise, and discuss how the status of marketing may be restored by demonstrating the value of marketing to the business community. We attribute marketing’s demise to several related key factors: narrow typecasting, marginalisation and limited involvement in product development, questionable marketing curricula, insensitivity toward environmental change, questionable professional standards and roles, and marketing’s apparent lack of accountability to CEOs. Each of these leads to failure to communicate, create, or deliver value within marketing. We argue that a continued inability to deal with marketing’s crisis of representation will further erode the status of the discipline both academically and professionally
Long-term stress-strain response of chalk:a micro-mechanical interpretation
A long-term laboratory test programme of conventional compression and extension tests was carried out with test durations from 8 to 22-months, in a purpose built environmentally controlled facility, with specially designed loading frames and modified triaxial cells. In addition, Scanning Electron Microscope (SEM) techniques were employed in an effort to investigate the micro-mechanical res-ponse. Creep strains appeared to trigger an ageing process that produces elevated post-creep strength and stiffness irrespective of the ap-plied stress path
The Muonium Atom as a Probe of Physics beyond the Standard Model
The observed interactions between particles are not fully explained in the
successful theoretical description of the standard model to date. Due to the
close confinement of the bound state muonium () can be used as
an ideal probe of quantum electrodynamics and weak interaction and also for a
search for additional interactions between leptons. Of special interest is the
lepton number violating process of sponteanous conversion of muonium to
antimuonium.Comment: 15 pages,6 figure
The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behaviour
Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioural responses of . consumers., as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers' to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2 x 2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect
Synthetic prions with novel strain-specified properties
Prions are infectious proteins that possess multiple self-propagating structures. The information for strains and structural specific barriers appears to be contained exclusively in the folding of the pathological isoform, PrP(Sc). Many recent studies determined that de novo prion strains could be generated in vitro from the structural conversion of recombinant (rec) prion protein (PrP) into amyloidal structures. Our aim was to elucidate the conformational diversity of pathological recPrP amyloids and their biological activities, as well as to gain novel insights in characterizing molecular events involved in mammalian prion conversion and propagation. To this end we generated infectious materials that possess different conformational structures. Our methodology for the prion conversion of recPrP required only purified rec full-length mouse (Mo) PrP and common chemicals. Neither infected brain extracts nor amplified PrP(Sc) were used. Following two different in vitro protocols recMoPrP converted to amyloid fibrils without any seeding factor. Mouse hypothalamic GT1 and neuroblastoma N2a cell lines were infected with these amyloid preparations as fast screening methodology to characterize the infectious materials. Remarkably, a large number of amyloid preparations were able to induce the conformational change of endogenous PrPC to harbor several distinctive proteinase-resistant PrP forms. One such preparation was characterized in vivo habouring a synthetic prion with novel strain specified neuropathological and biochemical properties
E-retailing ethics in Egypt and its effect on customer repurchase intention
The theoretical understanding of online shopping behaviour has received much attention. Less focus has been given to the formation of the ethical issues that result from online shopper interactions with e-retailers. The vast majority of earlier research on this area is conceptual in nature and limited in scope by focusing on consumers’ privacy issues. Therefore, the purpose of this paper is to propose a theoretical model explaining what factors contribute to online retailing ethics and its effect on customer repurchase intention. The data were analysed using variance-based structural equation modelling, employing partial least squares regression. Findings indicate that the five factors of the online retailing ethics (security, privacy, non- deception, fulfilment/reliability, and corporate social responsibility) are strongly predictive of online consumers’ repurchase intention. The results offer important implications for e-retailers and are likely to stimulate further research in the area of e-ethics from the consumers’ perspective
Customer emotions in service failure and recovery encounters
Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences
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