Fuzzy indicators for customer retention

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...

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Detalles Bibliográficos
Autores: Valenzuela-Fernández, Leslier, Gil Lafuente, Jaime, Merigó Lindahl, José M., Nicolás Alarcón, Carolina
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2018
País:España
Institución:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
Repositorio:Recercat. Dipósit de la Recerca de Catalunya
OAI Identifier:oai:recercat.cat:2445/191033
Acceso en línea:https://hdl.handle.net/2445/191033
Access Level:acceso abierto
Palabra clave:Serveis d'atenció al client
Promoció de vendes
Creixement de l'empresa
Customer services
Sales promotion
Corporate growth
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spelling Fuzzy indicators for customer retentionValenzuela-Fernández, LeslierGil Lafuente, JaimeMerigó Lindahl, José M.Nicolás Alarcón, CarolinaServeis d'atenció al clientPromoció de vendesCreixement de l'empresaCustomer servicesSales promotionCorporate growthIt 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.Emerald2022202220182022info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersion8 p.application/pdfhttps://hdl.handle.net/2445/191033Articles publicats en revistes (Empresa)reponame:Recercat. Dipósit de la Recerca de Catalunyainstname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)InglésReproducció del document publicat a: https://doi.org/10.1177/1847979016670526Kybernetes, 2018, vol. 8https://doi.org/10.1177/1847979016670526cc-by (c) Valenzuela Fernández et al., 2018http://creativecommons.org/licenses/by/3.0/es/info:eu-repo/semantics/openAccessoai:recercat.cat:2445/1910332026-05-29T05:05:01Z
dc.title.none.fl_str_mv Fuzzy indicators for customer retention
title Fuzzy indicators for customer retention
spellingShingle Fuzzy indicators for customer retention
Valenzuela-Fernández, Leslier
Serveis d'atenció al client
Promoció de vendes
Creixement de l'empresa
Customer services
Sales promotion
Corporate growth
title_short Fuzzy indicators for customer retention
title_full Fuzzy indicators for customer retention
title_fullStr Fuzzy indicators for customer retention
title_full_unstemmed Fuzzy indicators for customer retention
title_sort Fuzzy indicators for customer retention
dc.creator.none.fl_str_mv Valenzuela-Fernández, Leslier
Gil Lafuente, Jaime
Merigó Lindahl, José M.
Nicolás Alarcón, Carolina
author Valenzuela-Fernández, Leslier
author_facet Valenzuela-Fernández, Leslier
Gil Lafuente, Jaime
Merigó Lindahl, José M.
Nicolás Alarcón, Carolina
author_role author
author2 Gil Lafuente, Jaime
Merigó Lindahl, José M.
Nicolás Alarcón, Carolina
author2_role author
author
author
dc.subject.none.fl_str_mv Serveis d'atenció al client
Promoció de vendes
Creixement de l'empresa
Customer services
Sales promotion
Corporate growth
topic Serveis d'atenció al client
Promoció de vendes
Creixement de l'empresa
Customer services
Sales promotion
Corporate growth
description 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.
publishDate 2018
dc.date.none.fl_str_mv 2018
2022
2022
2022
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/2445/191033
url https://hdl.handle.net/2445/191033
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Reproducció del document publicat a: https://doi.org/10.1177/1847979016670526
Kybernetes, 2018, vol. 8
https://doi.org/10.1177/1847979016670526
dc.rights.none.fl_str_mv cc-by (c) Valenzuela Fernández et al., 2018
http://creativecommons.org/licenses/by/3.0/es/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv cc-by (c) Valenzuela Fernández et al., 2018
http://creativecommons.org/licenses/by/3.0/es/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 8 p.
application/pdf
dc.publisher.none.fl_str_mv Emerald
publisher.none.fl_str_mv Emerald
dc.source.none.fl_str_mv Articles publicats en revistes (Empresa)
reponame:Recercat. Dipósit de la Recerca de Catalunya
instname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
instname_str Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
reponame_str Recercat. Dipósit de la Recerca de Catalunya
collection Recercat. Dipósit de la Recerca de Catalunya
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15,812429

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