Fuzzy indicators for customer retention

Valenzuela-Fernández, L; Nicolas, C; Gil-Lafuente, J; Merigo, JM

Fuzzy indicators for customer retention

Valenzuela-Fernández, L Nicolas, C Gil-Lafuente, J Merigo, JM

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Publisher:: SAGE Publications
Publication Type:: Journal Article
Citation:: International Journal of Engineering Business Management, 2016, 8, pp. 1-8
Issue Date:: 2016-01-01

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Field	Value	Language
dc.contributor.author	Valenzuela-Fernández, L
dc.contributor.author	Nicolas, C
dc.contributor.author	Gil-Lafuente, J
dc.contributor.author	Merigo, JM
dc.date.accessioned	2022-04-25T21:37:19Z
dc.date.available	2022-04-25T21:37:19Z
dc.date.issued	2016-01-01
dc.identifier.citation	International Journal of Engineering Business Management, 2016, 8, pp. 1-8
dc.identifier.issn	1847-9790
dc.identifier.issn	1847-9790
dc.identifier.uri	http://hdl.handle.net/10453/156584
dc.description.abstract	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.
dc.language	en
dc.publisher	SAGE Publications
dc.relation.ispartof	International Journal of Engineering Business Management
dc.relation.isbasedon	10.1177/1847979016670526
dc.rights	info:eu-repo/semantics/restrictedAccess
dc.rights	Creative Commons CC-BY: This article is distributed under the terms of the Creative Commons Attribution 3.0 License (http://www.creativecommons.org/licenses/by/3.0/) which permits any use, reproduction and distribution of the work without further permission provided the original work is attributed as specified on the SAGE and Open Access pages (https://us.sagepub.com/en-us/nam/ open-access-at-sage).
dc.title	Fuzzy indicators for customer retention
dc.type	Journal Article
utslib.citation.volume	8
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology/School of Computer Science
utslib.copyright.status	recently_added	*
dc.date.updated	2022-04-25T21:37:18Z
pubs.publication-status	Published
pubs.volume	8

Abstract:

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.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/156584