An integrated framework for customer value and customer‐relationship‐management performance: a customer‐based perspective from China

By Yonggui Wang, Hing Po Lo, Renyong Chi, Yongheng Yang. 2004

829 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/68576605c152a5b7b07c5faf81b18236d02e102c

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers (2011, methodology): “Previous researchers defined perceived costs (PC) as what is given up or sacrificed to acquire a service (Zeithaml 1988), and divided perceived costs into categories of monetary prices and non-monetary prices (Choi et al. 2004; Wang et al. 2004).”
Customer perceived value—Conceptualization and avenues for future research (2015, result): “In fact, it has already been successfully corroborated in various empirical studies (e.g. Philström & Brush, 2008; SánchezFernández & Iniesta-Bonillo, 2006; Sweeney & Soutar, 2001; Wang et al., 2004).”
Towards a Successful CRM Implementation in Banks: An Integrated Model (2007, background): “…have emphasised the role of relationship quality (enhanced relations), transactions quality (improved transactions) and reduced cost as an intangible aspect of CRM effectiveness, and dimensions such as customer retention to measure the CRM success [Dorsch et al., 1998; Wang et al., 2004].”
Impact of perceived value on the satisfaction of supermarket customers: developing country perspective (2020, background): “Moreover, there is unquestionable support for the significant impact of the TCV dimensions on satisfaction (Sweeney and Soutar, 2001; Wang et al., 2004).”
Further insights into perceived value and consumer loyalty: A "Green" perspective (2011, methodology): “An extended four-dimensional conceptualization of customer value is adapted from other studies (Sweeney & Soutar, 2001; Wang et al., 2004; Zeithaml, 1988) to the present application of automobiles.”
Tourist perceived value in a community-based homestay visit: An investigation into the functional and experiential aspect of value (2011, background): “In other words, social value is the utility derived from the product’s ability to enhance social self-concept (Sweeney and Soutar, 2001; Wang et al., 2004).”
Examining the Role of Emotional and Functional Values in Festival Evaluation (2011, background): “Wang et al. (2004) develop an integrative framework for customer value and CRM (Customer Relationship Management) performance using functional and emotional value.”
Creating dynamic capabilities to increase customer value (2011, background): “Introduction Given the increasing intensity of business competition and the strong trend towards globalization, the attitude towards the customer is very important; their role has changed from that of a mere consumer to the role of consumer, co-operator, co-producer, co-creator of value and co-devel”
The concept of perceived value: a systematic review of the research (2007, background): “These various contributions (Pura, 2005; Sweeney and Soutar, 2001; Sweeney et al., 1996; Wang et al., 2004; Williams and Soutar, 2000) thus adapted the model of Sheth et al.”