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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/43235

Title: Customer Relationship Investments, Value to the Customer, and Value to the firm : integrating attributes and benefits
Authors: Wen-Hung Wang;Chiung-Ju Liang;Joonas, Kishwar
Contributors: 國立臺灣海洋大學:航運管理學系
Date: 2009-10
Issue Date: 2017-06-12T02:43:37Z
Publisher: Southwest Business & Economics Journal
Abstract: A fundamental proposition in marketing strategy is that a customer relationship orientation is positively related to customer value and firm value. However, the mechanisms of this relationship have yet to be explored in detail, especially in service industries. Our paper addresses this issue by proposing a model that identifies important intermediate variables between customer relationship investments and both increased customer and firm value, namely, attributes, benefits, satisfaction, trust, commitment, and loyalty. Results show that customers purchase information education services with specific benefits that stem from corresponding attributes. These may be leveraged to create a competitive advantage, satisfaction, and repeat buying behavior, resulting in value for customers, and ease in attracting customers, thus enhancing value to the firm.
Relation: 17 pp.23
URI: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/43235
Appears in Collections:[Department of Shipping and Transportation Management] Periodical Articles

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