Challenges and opportunities in multichannel customer management

TL;DR: In this paper, the authors focus on the impact of online advertising on the performance of online retailers and find that online retailers beter kunnen identificeren welke apparaten (smartphone, tablet, laptop) bij welke klant horen and de volgorde waarin de klants deze apparaten gebruikt, whereas online retailers vele malen beter getarget worden.

TL;DR: In this article, the authors review the empirical marketing literature on the performance consequences of distribution expansion and offer an agenda for future research on this increasingly important substantive topic and organize the literature around three approaches towards measuring organizational performance: factual measures of operational performance, perceptual measures of performance and factual, forward-looking measures of firm value.

TL;DR: In this article, the authors describe the results of a critical incident study based on more than 800 incidents involving self-service technologies solicited from customers through a Web-based survey, and present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions.

TL;DR: In this article, the authors developed a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value.

TL;DR: In this paper, the authors propose a conceptual framework and develop hypotheses about the effects of the online medium on customer satisfaction and loyalty and on the relationships between satisfaction and loyalties.

TL;DR: In this article, the relationship between customer satisfaction and customer loyalty was found to be nonlinear, and the authors used the data to develop internal benchmarks for the hotel based on scores that were representative of loyal customers.