Search results for "M3"
showing 10 items of 175 documents
Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in Internet Retailing
2014
This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this paper we found empirical evidence that loyalty and satisfaction have a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have consequences for customer relationship management, particularly in terms of retention, of the satisfied consumers in an e-shopping environment.
Models Used for Measuring Customer Engagement
2013
The purpose of the paper is to define and measure the customer engagement as a forming element of the relationship marketing theory. In the first part of the paper, the authors review the marketing literature regarding the concept of customer engagement and summarize the main models for measuring it. One probability model (Pareto/NBD model) and one parametric model (RFM model) specific for the customer acquisition phase are theoretically detailed. The second part of the paper is an application of the RFM model; the authors demonstrate that there is no statistical significant variation within the clusters formed on two different data sets (training and test set) if the cluster centroids of t…
CORRELATION ANALYSIS FOR TOURISM HEDONIC AND UTILITARIAN MOTIVATORS IN THE DECISION MAKING PROCESSÂ
2013
For centuries, the marketing concept claims that organizations must forecast and satisfy consumer needs if their goals are to make profit and develop a connection with their customers. The marketing concept plays a vital role because consumers have a variety of choices and lately, they are better educated, with eagerness in spending and they are capable to shop around much more in order to purchase everything that satisfy their needs and expectations. In this line of ideas, this study examines correlations between consumer motivators to buy a tourism package.
CONSUMER BEHAVIOR IN TOURISM AND THE INFLUENCING FACTORS OF THE DECISION MAKING PROCESS
2013
Being part of the tourism industries requires substantial knowledge. Therefore, it is important to be aware of all the factors that influence a tourist to purchase a particular tourism product. These complex factors are vital into the final purchase decision of an offer with emotional value for customers. This paper presents the typologies of tourists and tourism, and in relation to these aspects, the different types of segmentation, as well as several motivators and determinants that tourism companies and tourists should acknowledge in order to provide the premises for a win-win situation.
DISCOVERING SOCIAL MEDIA BEHAVIOR PATTERNS IN ORDER TO IMPROVE THE MARKETING STRATEGY IN THE CURRENT CHAOTIC ENVIRONMENT
2012
Marketing used to imply paying for your target audience's attention. Nowadays, with the development of inbound marketing, marketers have to attract customers with valuable and useful information that will make them eager to buy. The ever-evolving technology has lead to an intense focus on inbound marketing, in its many forms, in order to lower marketing costs and gain a position in the social web. In this context, this paper explores how companies can benefit from social media marketing by understanding how much of their time customers spend on social media, and which platforms do they find the most engaging.
PREMISES OF GASTRONOMIC TOURISM
2013
Since the competition among tourism destinations has risen, local culture has developed into a competitive advantage and a priceless resource of new products and services to attract and captivate tourists. Gastronomy plays a vital role in the process of attracting tourists because food has an important part in the tourist experience, plus gastronomy developed over the year's styles and tastes and become a critical source of establishing patterns in postmodern civilization.
Examining Online Shopping Services in Relation to Experience and Frequency of Using Internet Retailing
2013
E-shopping has the potential to replace traditional in-store shopping. It is well perceived that information and communication technologies have great impacts on modern society - they are changing how and where we work, shop, and in general terms how we live our lives. In this study, we use a survey instrument to examine the association between experience level with Internet and e-shopping and consumers’ frequency of online purchasing, while considering sex as a passive influencer. We study these relationships in a multinomial logistic regression model that is aimed at online retailers to help them improve their understanding of their consumers’ characteristics and propensity to buy through…
RELATIONSHIP MARKETING - A CLIENT RELATIONSHIP LIFECYCLE PERSPECTIVE - THEORETICAL CONSIDERATIONS ON THE CLIENT ACQUISITION AND RETENTION PHASE
2015
The purpose of this paper is to review conceptually the first two phases of the client relationship lifecycle. In this regard, the author has structured the paper in two parts, the first one describing the client acquisition phase, and the second one the client retention phase. Thus, the client acquisition phase describes the actions undertaken by both the client and the company for starting an exchange relationship. Client retention is defined by using different theoretical surrogates (e.g. loyalty, rebuying behaviour), and determinants (e.g. satisfaction, social effects, anticipated regret of future use). Moreover, the dynamic character of this phase is taken in consideration by presentin…
RELATIONSHIP MARKETING - A CLIENT RELATIONSHIP LIFECYCLE PERSPECTIVE - THEORETICAL CONSIDERATIONS ON THE CLIENT REGAINING PHASE
2015
The purpose of this paper is to detail the relationship marketing theory by considering the client relationship lifecycle perspective, in general, and the regaining/dissolution phase, in particular. According to the specific literature, the last phase of a client-company relationship can either improve (re-winning or regaining phase) or end the relationship (dissolution phase). In this regard, the author presents the motives for which a client ends his relationship with the company and the means which the company can use in order to reduce the customer churn rate. Moreover, forms of the clients' complaining and revenge behaviour are described, as well as the companies' alternatives for mana…
L'audience et l'influence d'une revue mesurée à travers Internet : une application à Finance Contrôle Stratégie
2009
This article aims to show the interest of statistics available on the Internet concerning consultations of abstracts, downloads and citations of articles to assess the attractiveness and influence of a scientific review. This interest is illustrated by the case of the review Finance Contrôle Stratégie on the basis of the statistics provided by Repec and Publish or Perish. Beyond the findings that confirm the good performance of FCS and the usefulness of these statistics for the management of a scientific review, the article also provides insights into the life cycle of an article and the choice of the language of publication.