While “identifying customer value” is the first principle of Lean thinking, the concept of customer value has largely remained unchanged in the Lean discourse - quality, cost and delivery. This research examines the problem of working from such an internal process point of view in today’s...

In this paper, we present the conceptual paper to adapt a new dominant logic of marketing for understanding the consumer behaviour in the globalization. To compete in the globalisation or localisation, companies need the potential marketing strategy in order to sustain their market position;...

Customer lifetime value (CLV) is a key-metric within CRM. Although, a large number of marketing scientists and practitioners argue in favor of this metric, there are only a few studies that consider the predictive modeling of CLV. In this study we focus on the prediction of CLV in multi-service...

PurposeThis paper aims to problematise critiques raised against customer accounting’s numeric focus, which risks controlling and simplifying customers rather than facilitating closer engagement. This analysis suggests ways to better account for what it is that customers buy, why they do so and...

The macro-environment surrounding individuals and organizations has changed so dramatically over the last couple of decades, that there is a widespread feeling among the researcher community in the Marketing area, that theories, up until now held to be unquestionable universal truths, need to be...

This study developed a scale of co-created value (CCV) from the service-dominant logic perspective. Value co-creation highlighted by service-dominant logic has drawn the attention of academia; however, the actual value, as an outcome of value co-creation, is not yet fully measured. The present...