El pròxim dijous 7 de maig, el Dipòsit Digital no estarà operatiu de 8:00 a 12:00 h per tasques d'actualització. Disculpeu les molèsties.
El próximo jueves 7 de mayo, el Dipòsit Digital no estará operativo de 8:00 a 12:00 h debido a tareas de actualización. Disculpen las molestias.
Our digital repository will be temporarily unavailable on Thursday, May 7th, from 8:00 a.m. to 12:00 p.m. due to a system update.
 

Fuzzy indicators for customer retention

Vista senzilla d'ítem
dc.contributor.authorValenzuela-Fernández, Leslier
dc.contributor.authorNicolás Alarcón, Carolina
dc.contributor.authorGil Lafuente, Jaime
dc.contributor.authorMerigó Lindahl, José M.
dc.date.accessioned2018-12-05T09:46:45Z
dc.date.available2018-12-05T09:46:45Z
dc.date.issued2016-09-01
dc.date.updated2018-12-05T09:46:46Z
dc.description.abstractIt 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.extent8 p.
dc.format.mimetypeapplication/pdf
dc.identifier.idgrec678732
dc.identifier.issn1847-9790
dc.identifier.urihttps://hdl.handle.net/2445/126737
dc.language.isoeng
dc.publisherSAGE Publications
dc.relation.isformatofReproducció del document publicat a: https://doi.org/10.1177/1847979016670526
dc.relation.ispartofInternational Journal of Engineering Business Management, 2016, vol. 8, p. 1-8
dc.relation.urihttps://doi.org/10.1177/1847979016670526
dc.rightscc-by (c) Valenzuela-Fernández, Leslier et al., 2016
dc.rights.accessRightsinfo:eu-repo/semantics/openAccess
dc.rights.urihttp://creativecommons.org/licenses/by/3.0/es
dc.sourceArticles publicats en revistes (Empresa)
dc.subject.classificationLògica borrosa
dc.subject.classificationFidelització dels clients
dc.subject.classificationEconomia de mercat
dc.subject.classificationInferència
dc.subject.otherFuzzy logic
dc.subject.otherCustomer loyalty programs
dc.subject.otherMarket economy
dc.subject.otherInference
dc.titleFuzzy indicators for customer retention
dc.typeinfo:eu-repo/semantics/article
dc.typeinfo:eu-repo/semantics/publishedVersion

Fitxers

Paquet original

Mostrant 1 - 1 de 1
Miniatura
Nom:
678732.pdf
Mida:
365.59 KB
Format:
Adobe Portable Document Format
Descarregar

Col·leccions

Articles publicats en revistes (Empresa)