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https://hdl.handle.net/2445/191033Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor.author | Valenzuela-Fernández, Leslier | - |
| dc.contributor.author | Gil Lafuente, Jaime | - |
| dc.contributor.author | Merigó Lindahl, José M. | - |
| dc.contributor.author | Nicolás Alarcón, Carolina | - |
| dc.date.accessioned | 2022-11-23T16:46:12Z | - |
| dc.date.available | 2022-11-23T16:46:12Z | - |
| dc.date.issued | 2018 | - |
| dc.identifier.issn | 0368-492X | - |
| dc.identifier.uri | https://hdl.handle.net/2445/191033 | - |
| dc.description.abstract | It is widely known that market orientation (MO) and customer value help companies achieve sustainable sales growth over time. Nevertheless, one cannot ignore the existence of a gap on how to measure this relationship. Following this idea, this study proposes six fuzzy key performance indicators that aims to measure customer retention and loyalty of the portfolio. The work uses 300 sales executives. This exploratory study concludes that indicators such as MO, customer orientation (CO), degree of CO value of sales force, innovation capability, lifetime value, and customer service quality positively influence customer retention and loyalty portfolio. | - |
| dc.format.extent | 8 p. | - |
| dc.format.mimetype | application/pdf | - |
| dc.language.iso | eng | - |
| dc.publisher | Emerald | - |
| dc.relation.isformatof | Reproducció del document publicat a: https://doi.org/10.1177/1847979016670526 | - |
| dc.relation.ispartof | Kybernetes, 2018, vol. 8 | - |
| dc.relation.uri | https://doi.org/10.1177/1847979016670526 | - |
| dc.rights | cc-by (c) Valenzuela Fernández et al., 2018 | - |
| dc.rights.uri | http://creativecommons.org/licenses/by/3.0/es/ | * |
| dc.source | Articles publicats en revistes (Empresa) | - |
| dc.subject.classification | Serveis d'atenció al client | - |
| dc.subject.classification | Promoció de vendes | - |
| dc.subject.classification | Creixement de l'empresa | - |
| dc.subject.other | Customer services | - |
| dc.subject.other | Sales promotion | - |
| dc.subject.other | Corporate growth | - |
| dc.title | Fuzzy indicators for customer retention | - |
| dc.type | info:eu-repo/semantics/article | - |
| dc.type | info:eu-repo/semantics/publishedVersion | - |
| dc.identifier.idgrec | 661449 | - |
| dc.date.updated | 2022-11-23T16:46:12Z | - |
| dc.rights.accessRights | info:eu-repo/semantics/openAccess | - |
| Appears in Collections: | Articles publicats en revistes (Empresa) | |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 661449.pdf | 357.67 kB | Adobe PDF | View/Open |
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