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Date: 2016
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/1194756
Description: Agencies routinely report word-of-mouth marketing (WOMM) campaign results in terms of reach but do not deliver insight about the people who are reached and the types of conversation in which the WOMM ... More
Reviewed: Reviewed
Date: 2015
Language: eng
Resource Type: book
Identifier: http://hdl.handle.net/1959.14/360529
Description: This much-anticipated new edition of the bestseller Customer Relationship Management provides a comprehensive and balanced review of CRM, now with substantial revisions responding to the recent change ... More
Date: 2015
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/1027086
Description: Word-of-mouth marketing agencies typically report campaign results in terms of the numbers of people receiving the brand message from campaign participants. These reports say nothing about the types o ... More
Reviewed: Reviewed
Date: 2015
Language: eng
Resource Type: book chapter
Identifier: http://hdl.handle.net/1959.14/317112
Description: This case study reports results from three research studies conducted over 12 weeks as part of a product seeding campaign. Partnering with a word-of-mouth marketing (WOMM) agency for this research, st ... More
Date: 2014
Language: eng
Resource Type: reference entry
Identifier: http://hdl.handle.net/1959.14/336598
Description: A key aspect of many services is that they require the customer to participate in coproducing the service product. While customers' involvement is often indispensable for the completion of service pro ... More
Date: 2014
Language: eng
Resource Type: reference entry
Identifier: http://hdl.handle.net/1959.14/336617
Description: Customer equity is defined as the sum of the discounted lifetime values of all of the firm's current and potential customers. The customer equity concept recognizes customers as the primary source of ... More
Date: 2014
Language: eng
Resource Type: reference entry
Identifier: http://hdl.handle.net/1959.14/336599
Description: A customer's lifetime value (CLV) is an estimate of the present value of the future cash flows associated with a particular customer or group of customers. CLV is a forward-looking concept that takes ... More
Date: 2014
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/316185
Description: This exploratory study investigates how executive-level and functional managers in three large organisations understand and respond to negative word-of-mouth (NWOM). The findings, based principally on ... More
Reviewed: Reviewed
Date: 2014
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/304865
Description: Purpose – The paper aims to provide a theoretically informed critique of current measurement practices for word-of-mouth marketing (WOMM) campaigns. Design/methodology/approach – An exploratory field ... More
Reviewed: Reviewed
Date: 2014
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/272379
Description: This case study reports results from three research studies conducted over 12 weeks as part of a product seeding campaign. Partnering with a word-of-mouth marketing (WOMM) agency for this research, st ... More
Reviewed: Reviewed
Date: 2013
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/216827
Description: Our survey of respondents in 99 organisations with a customer relationship management (CRM) system finds that organisational culture is significantly related to the achievement of desirable CRM outcom ... More
Reviewed: Reviewed
Date: 2013
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/230803
Description: Word-of-mouth (WOM) is an important influence on the opinions of donors and their donation behaviors. Against a background of more professional donor relationship management, we investigate about how, ... More
Reviewed: Reviewed
Date: 2013
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/277524
Description: We interview participants in word-of-mouth marketing (WOMM) campaigns with a view to identifying and categorising the persons campaign participants select as conversation partners, establishing why th ... More
Reviewed: Reviewed
Date: 2012
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/184480
Description: Benchmarking data provided by 144 organisations across four industry sectors are consolidated and mined to generate insights into the relationship between complaints-handling processes, as defined in ... More
Reviewed: Reviewed
Date: 2012
Language: ita
Resource Type: book
Identifier: http://hdl.handle.net/1959.14/207392
Description: Translation of Buttle, Francis (2009) Customer relationship management : concepts and technologies (ISBN:9781856175227)