The effects of relationship length on customer profitability after a service recovery
Sign Up to like & getrecommendations! Published in 2019 at "Marketing Letters"
DOI: 10.1007/s11002-019-09505-8
Abstract: Relationship length and its implications for service recovery have rarely been quantified in terms of cross-buying and customer profitability. Based on a sample of 935 customers in the retail banking sector, the current research provides… read more here.
Keywords: customer profitability; recovery; relationship length; service recovery ... See more keywords
Increasing the efficiency of delivery operations and customer profitability analysis with a time-driven activity-based costing model
Sign Up to like & getrecommendations! Published in 2023 at "Emerald Emerging Markets Case Studies"
DOI: 10.1108/eemcs-10-2021-0330
Abstract: Learning outcomes Upon completion of the case study discussion, successful students will be able to define and list the steps of time-driven activity-based costing system (TDABC); understand and explain the ideas behind the TDABC; implement… read more here.
Keywords: profitability analysis; customer profitability; case; customer ... See more keywords