Retailing strategy for customer growth and new customer attraction

The image that current and potential customers have of a retail store affects the magnitude of patronage at that store. In attempting to increase store patronage, management of a retail store must look to people who already are customers, as well as to people who are not current customers. The appropriate strategy depends upon the dimensions used by people in their evaluation of the store. The hypothesis is tested that the strategy used for gaining increased patronage from customers may have to differ from that used to gain patronage from noncustomers.Field survey techniques were used to collect data from 225 adult females. Respondents evaluated three large retail department stores, which were believed to have distinct images in the minds of female shoppers, on the basis of a set of 12 semantic scales that represented various store attributes. Each respondent indicated frequency of shopping at each store. The data were analyzed by two different multiple discriminant analyses. For the customer growth strategy, the semantic scale measures were used to develop a discriminant model for each store to determine which attributes would be the best predictors of shopping frequency. The analysis relevant to the strategy of new customer attraction differed. First, shoppers were classified as loyal to one store on the basis of their rates of shopping at each store. Second, the 36 attribute measurements (12 scales for 3 stores) were factor analyzed, and three factors were extracted. Those attributes which loaded highest on each of the factors for each store were used as predictor variables in the discriminant analysis.The results of this study indicate that different marketing strategies may be required for increasing sales to existing customers and attracting new customers. In addition, consumers do not necessarily differentiate similar type retail stores on the same dimension.     

分析新会计准则对企业的影响

首先阐明了实施新会计准则的意义以及新会计准则的变化,重点研究了新会计准则的变化对企业产生的影响.     

Reaching the customer: Strategies for marketing and customer service

The author suggests that logistics and marketing can combine to provide a sustainable means of competitive advantage. Many marketing executives never consider the very substantial contributions which effective logistics management could make to success in the marketplace. “Marketing Logistics” can lead to success by securing a cost advantage through increased efficiency and by maximising added value through customer service, providing high levels of service at lower cost.     

Loyalty as a matter of principle: the influence of standards of judgment on customer loyalty

Ethicists refer to people who make judgments based on normative principles as deontologists. Their ethical standards are such that loyalty is an important characteristic to them—which could make them appealing consumers for marketers to target. In a series of three studies, we illustrate the following: whether deontological standards of judgment positively impact their consumer loyalty, if normative advertising campaigns are more effective for deontologists than for utilitarians, and whether the loyalty proneness of deontologists is a function of selective processing. While standards of judgment have been addressed in the literature to measure practices of marketers, our research is the first that speaks to the impact that standards of judgment can have on consumer decision-making.     

船舶涂层新标准实施情况及船厂应对措施

自今年7月1日起,船舶涂层新标准已进入强制实施阶段。新标准的实施无疑对造船界将产生极大的影响,造船界是如何应对的,它们将采取怎样的措施。本文将对此进行介绍和分析。     

新企业会计准则对企业融资决策的影响

为了顺应国际经济一体化潮流,方便国际合作与交流,在会计业务上与国际接轨,我国于2006年2月15日颁布了新的企业会计准则.本文从新会计准则对企业融资成本和融资效率、资本结构的影响;可转换债券计量方法的变化对融资决策的影响等方面进行了探讨,     

新会计准则对会计核算的影响

文章分析了新会计准则对会计搬算的影响.     

新会计准则下资产减值问题研究

本文通过新旧准则下资产减值关于可回收金额、计提时间等的比较,指出新资产减值准则在实际应用过程中产生的确认计量难、多重计提标准、可回收金额计算复杂和监管难度大等问题.这就要求在理论分析和实践的基础上,通过加快完善市场,提高相关人员的素质,充分发挥审计作用,来尽量完善会计体系,使其更好地为我们服务.     

新企业会计准则对企业融资决策的影响

为了顺应国际经济一体化潮流,方便国际合作与交流,在会计业务上与国际接轨,我国于2006年2月15日颁布了新的企业会计准则.本文从新会计准则对企业融资成本和融资效率、资本结构的影响;可转换债券计量方法的变化对融资决策的影响等方面进行了探讨.     

The impact of new technologies on customer satisfaction and business to business customer relationships: Evidence from the soft drinks industry

Sales technology has been touted as a primary tool for enhancing customer relationship management (CRM) and thus improving overall customer satisfaction. The marketing, IT, and practitioner literatures make numerous references to the impact of CRM on business orientation and performance. However, according to Richard et al. (2007), not many studies have investigated customer relationship technology adopted by a firm and the impact on relationship development. The aim of this paper is to examine the relative impact of new technologies on improving customer relations and overall customer satisfaction within the sales industry. New technologies have revolutionised the workplace and have become an integral part of organisations throughout the world (Forster, 2000). Driving this revolution are two powerful new forces, cyberspace and computing power. This article defines three key terms which include CRM, customer satisfaction and new technologies and evaluates the impact of these emerging technological developments on relationships and customer satisfaction in a sales force/customer context. Primary research was conducted using two focus groups consisting of nine participants from Britvic. The analysis reveals that technology is both beneficial and essential within the sales force industry for both the sales representative and their customers and provides an insight into the impact of technology on the sales force/customer relationship. The paper concludes with reference to new technologies and the future.     

Moving from customer lifetime value to customer equity

We study the consequence of moving from Customer Lifetime Value maximization to Customer Equity maximization. Customer equity has traditionally been seen as the discounted sum of the lifetime earnings from all current and future customers and thus it has been largely assumed that maximizing customer lifetime value would lead to maximum customer equity. We show that the transition from CLV to CE is not that straightforward. Although the CLV model is appropriate for managing a single non-replaceable customer, the application of a CLV model to the acquisition and valuation of customers as an ongoing concern for the firm leads to sub-optimal customer relationship management and acquisition strategies. This leads the firm following a CLV maximization approach to have a smaller and less profitable customer base than one that follows a CE maximization strategy.

---

Electronic supplementary material  The online version of this article (doi:) contains supplementary material, which is available to authorized users.

浅谈会计准则的供给与需求及新会计准则概述

会计准则作为一种具有资源稀缺性、供给垄断性、消费非竞争性和供求双方效用函数矛盾性等基本特点的集体选择的典型的公共物品.本文通过运用经济学原理对会计准则进行很好的阐述解释,这有利于人们对会计准则的内涵有更深层次的理解把握,这就无疑给人们提供一种把握会计准则的更加广阔的视角,从而有利于政府进行会计准则的制定和完善工作,更好的为市场经济服务.     

新会计准则中无形资产的计量

当今社会财富和经济的增长主要受无形资产的驱动,医院资产结构无形化的趋势日益明显,无形资产对企业的价值贡献作用凸现.识别和确认无形资产价值及其变动,对引导企业无形资产的投资与后续管理有重要意义.随着知识经济的发展,无形资产在医院中发挥的作用越来越大,在一些高新技术企业中,无形资产占总资产的比例已经超过50%.文章正是在这种背景下探讨了新准则下无形资产核算的基本问题.     

An integrative framework for customer switching behavior

Due to increased intensity of competition, retention of customers has become a major concern in many service industries. Although researchers have investigated customer switching intention and its influential factors, the complex structural mechanisms that reduce the likelihood of switching intention in the field of financial services, especially in the banking context, have remained understudied. This paper addresses the role of customer satisfaction, customer loyalty, customer trust, and customer perceived value within a new conceptual model for customer switching intention in the banking services. In particular, the paper contributes to examine the potential moderating effect of switching barriers on the relationship between customer loyalty and switching intention as well as the relationship between satisfaction and switching intention of customers in the banking services. Data are collected through a questionnaire survey, and partial least squares-structural equation modeling is used for data analysis. Empirical results confirm the proposed model and hypotheses and show that switching barriers strengthen the impact of both customer loyalty and satisfaction on switching intention. The findings of this research offer a unified view of the structural relationships that contribute to reduced switching intention and provide more in-depth insights into the role of switching barriers in the banking context.     

A novel framework for customer complaint management

Complaining is one option available to customers to express their dissatisfaction with inadequate services. Their complaints contain valuable information for service providers to improve customer relationships and operational quality, which can ultimately enhance business profitability. Customer complaints are frequently handled at the individual level, however, which addresses the symptoms rather than the causes of customer dissatisfaction. This paper presents a framework integrating a decision tree approach, a common data mining tool, into Six Sigma methodology to analyze customer complaints in aggregate and improve service quality by identifying and addressing the underlying causes of failed service. A case study of a restaurant chain was used to demonstrate the effectiveness of the proposed framework. The results indicated a significant (60%) decrease in the number of customer complaints received. Subsequent long-term benefits can be expected.     

A customer selection strategy for business markets

The attainment of corporate objectives of profitability depends fundamentally on the allocation of limited resources to the generation of revenue in the most cost‐effective way. Customers, or groups of customers, provide revenue—consequently the selection of a “portfolio” of customers is of major importance as an element of corporate strategy. However, customers, or potential customers, vary by size, by market position, by the degree of understanding of suppliers’ offerings and in many other ways. This paper attempts to outline a systematic approach to the development of a portfolio of customers and market segments taking into account a number of the above factors.     

实施顾客满意和顾客忠诚的营销探析

客户满意是企业提高效益、快速发展的策略之一.经营本应从各方面采取措施提高顾客对企业的满意度.     

Effects of customer loyalty on customer entitlement and voiced complaints

The value of customer loyalty has been well documented by academicians and practitioners. Nevertheless, prior literature has paid little attention to the negative consequences of customer loyalty, for example, entitlement behaviors (e.g. requests for deeper discounts) and complaint behaviors (voicing dissatisfaction to the company). This research empirically examines the effects of customer loyalty on entitlement and voiced complaint behaviors in the context of Frequent Flyer programs in airline industry. Base on partial least squares-structural equation modeling, the results show that (1) customer loyalty has a positive effect on customer entitlement, which is the extent to which customers expect special treatment from the company; (2) the effect of customer loyalty on voiced complaints is fully mediated by customer entitlement; (3) perceived status of loyalty programs amplifies the entitlement behaviors of loyal customers, while tangible rewards of loyalty programs mitigate the entitlement behaviors of loyal customers. Theoretical and managerial implications are elaborated in the discussion section.