impact. We show that this customer flow informativeness is strongest at times when analyst forecasts of macro variables are … highly dispersed. We study 30 year treasury futures to identify the customer flow. We further show that intermediaries appear … to benefit from privately recognizing informed customer flow, as, in the cross-section, their own-account trade …

impact. We show that this customer flow informativeness is strongest at times when analyst forecasts of macro variables are … highly dispersed. We study 30 year treasury futures to identify the customer flow. We further show that intermediaries appear … to benefit from privately recognizing informed customer flow, as, in the cross-section, their own-account trade …

components (information flow, customer flow, cash flow and work flow) and four processes (service sourcing, service innovation …

inquiry and case studies to validate and clarify the model. Findings – The authors develop the customer flow conceptual model … monitoring process and customer flow management were developed. Originality/value – The authors developed the concept of customer … existing customers. New performance metrics are proposed based on customer flow and its structural characteristics. This …