The Experts below are selected from a list of 61299 Experts worldwide ranked by ideXlab platform
William F. Wright - One of the best experts on this subject based on the ideXlab platform.
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Determinants of Customer Loyalty and Financial Performance
Journal of Management Accounting Research, 2004Co-Authors: Rodney E. Smith, William F. WrightAbstract:Recent research in accounting advocates nonfinancial measures of company performance, such as Customer satisfaction and Loyalty, as useful indicators of aspects of firm performance. But what are the drivers of Customer satisfaction and Loyalty? We provide an integrated causal model of company performance in the personal computer (PC) industry that simultaneously tests links between product value attributes resulting from business process performance, Customer Loyalty, and financial outcomes. Our results extend prior accounting research (e.g., Banker et al. 2000; Ittner and Larcker 1998) in two directions: (1) by explaining the determinants of Customer Loyalty, and (2) by clarifying the relation between Customer Loyalty and measures of financial performance. We report that product value attributes directly and differentially impact levels of Customer Loyalty as well as prevailing average selling prices. Furthermore, measures of Customer Loyalty explain levels of relative revenue growth and profitability, and relatively high Customer Loyalty engenders a competitive advantage in the PC industry.
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Determinants of Customer Loyalty and Financial Performance
Journal of Management Accounting Research, 2004Co-Authors: Rodney E. Smith, William F. WrightAbstract:Recent research in accounting advocates nonfinancial measures of company performance, such as Customer satisfaction and Loyalty, as useful indicators of aspects of firm performance. But what are the drivers of Customer satisfaction and Loyalty? We provide an integrated causal model of company performance in the personal computer (PC) industry that simultaneously tests links between product value attributes resulting from business process performance, Customer Loyalty, and financial outcomes. Our results extend prior accounting research (e.g., Banker et al. 2000; Ittner and Larcker 1998) in two directions: (1) by explaining the determinants of Customer Loyalty, and (2) by clarifying the relation between Customer Loyalty and measures of financial performance. We report that product value attributes directly and differentially impact levels of Customer Loyalty as well as prevailing average selling prices. Furthermore, measures of Customer Loyalty explain levels of relative revenue growth and profitability, a...
Guo Chon - One of the best experts on this subject based on the ideXlab platform.
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Modeling and Simulation of Online Customer Loyalty Based on Analysis of Big Data
Computer Simulation, 2015Co-Authors: Guo ChonAbstract:A modeling method of online Customer Loyalty based on big data analysis is put forward. The influencing factors of online Customer Loyalty is analyzed in details,and then an evaluation model of Customer Loyalty is built. The hidden variables impacting the online Customer Loyalty are predicted by using the partial least squares for the evaluation model,the big data based algorithm is used to simplify and eliminate the redundant attributes of hidden variable in the modelling of the online Customer Loyalty. Finally,a high quality model of Customer Loyalty is established. The simulation result shows that the improved method has high accuracy and strong stability.
Rodney E. Smith - One of the best experts on this subject based on the ideXlab platform.
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Determinants of Customer Loyalty and Financial Performance
Journal of Management Accounting Research, 2004Co-Authors: Rodney E. Smith, William F. WrightAbstract:Recent research in accounting advocates nonfinancial measures of company performance, such as Customer satisfaction and Loyalty, as useful indicators of aspects of firm performance. But what are the drivers of Customer satisfaction and Loyalty? We provide an integrated causal model of company performance in the personal computer (PC) industry that simultaneously tests links between product value attributes resulting from business process performance, Customer Loyalty, and financial outcomes. Our results extend prior accounting research (e.g., Banker et al. 2000; Ittner and Larcker 1998) in two directions: (1) by explaining the determinants of Customer Loyalty, and (2) by clarifying the relation between Customer Loyalty and measures of financial performance. We report that product value attributes directly and differentially impact levels of Customer Loyalty as well as prevailing average selling prices. Furthermore, measures of Customer Loyalty explain levels of relative revenue growth and profitability, and relatively high Customer Loyalty engenders a competitive advantage in the PC industry.
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Determinants of Customer Loyalty and Financial Performance
Journal of Management Accounting Research, 2004Co-Authors: Rodney E. Smith, William F. WrightAbstract:Recent research in accounting advocates nonfinancial measures of company performance, such as Customer satisfaction and Loyalty, as useful indicators of aspects of firm performance. But what are the drivers of Customer satisfaction and Loyalty? We provide an integrated causal model of company performance in the personal computer (PC) industry that simultaneously tests links between product value attributes resulting from business process performance, Customer Loyalty, and financial outcomes. Our results extend prior accounting research (e.g., Banker et al. 2000; Ittner and Larcker 1998) in two directions: (1) by explaining the determinants of Customer Loyalty, and (2) by clarifying the relation between Customer Loyalty and measures of financial performance. We report that product value attributes directly and differentially impact levels of Customer Loyalty as well as prevailing average selling prices. Furthermore, measures of Customer Loyalty explain levels of relative revenue growth and profitability, a...
G. L. Gordon - One of the best experts on this subject based on the ideXlab platform.
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Service Quality and Customer Loyalty in the Commercial Airline Industry
Journal of Travel Research, 1993Co-Authors: P. L. Ostrowski, T. V. O'brien, G. L. GordonAbstract:The study examines issues related to service quality and Customer Loyalty in the commercial airline industry. The results of an empirical study, using data collected on two air carriers, indicate that current levels of perceived service quality are below potential and that Customer Loyalty to airlines is low. A significant relationship was found to exist between service quality (carrier image) and retained preference, a measure of Customer Loyalty.
Feng-kwei Wang - One of the best experts on this subject based on the ideXlab platform.
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Innovating the Customer Loyalty program with social media
Journal of Enterprise Information Management, 2019Co-Authors: Xin Tian, Feng-kwei WangAbstract:Few academic studies specifically investigate how businesses can use social media to innovate Customer Loyalty programs. The purpose of this paper is to present an in-depth case study of the Shop Your Way (SYW) program, which is regarded as one of the most successful Customer Loyalty programs with social media.,This paper uses case study research as the methodology to uncover innovative features associated with the SYW Customer Loyalty program. The authors collected the data from SYW’s social media forums and tweets. The data set was analyzed using social media analytics tools including the R package and Lexicon.,Based on the research results, the authors summarize innovative social media features identified from SYW. The authors also provide insights and recommendations for businesses that are seeking to innovate their Customer Loyalty programs using social media technologies.,The results of this case study set a good example for businesses which want to innovate and improve their Customer Loyalty programs using social media technologies. This is the first in-depth case study on the SYW program, one of the most successful Customer Loyalty programs with social media. The results shed light on how social media can innovate Customer Loyalty programs in both theory and practice.
