Fuzzy indicators for customer retention

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RECERCAT Home > Universitat de Barcelona > Empresa > Articles publicats en revistes (Empresa) > View document

To access the full text documents, please follow this link: http://hdl.handle.net/2445/126737

dc.contributor	Universitat de Barcelona
dc.contributor.author	Valenzuela-Fernández, Leslier
dc.contributor.author	Nicolás Alarcón, Carolina
dc.contributor.author	Gil Lafuente, Jaime
dc.contributor.author	Merigó Lindahl, José M.
dc.date	2018-12-05T09:46:45Z
dc.date	2018-12-05T09:46:45Z
dc.date	2016-09-01
dc.date	2018-12-05T09:46:46Z
dc.identifier.citation	1847-9790
dc.identifier.citation	678732
dc.identifier.uri	http://hdl.handle.net/2445/126737
dc.format	8 p.
dc.format	application/pdf
dc.language.iso	eng
dc.publisher	SAGE Publications
dc.relation	Reproducció del document publicat a: https://doi.org/10.1177/1847979016670526
dc.relation	International Journal of Engineering Business Management, 2016, vol. 8, p. 1-8
dc.relation	https://doi.org/10.1177/1847979016670526
dc.rights	cc-by (c) Valenzuela-Fernández, Leslier et al., 2016
dc.rights	info:eu-repo/semantics/openAccess
dc.rights	http://creativecommons.org/licenses/by/3.0/es
dc.subject	Lògica borrosa
dc.subject	Fidelització dels clients
dc.subject	Economia de mercat
dc.subject	Inferència
dc.subject	Fuzzy logic
dc.subject	Customer loyalty programs
dc.subject	Market economy
dc.subject	Inference
dc.title	Fuzzy indicators for customer retention
dc.type	info:eu-repo/semantics/article
dc.type	info:eu-repo/semantics/publishedVersion
dc.description.abstract	It is widely known that market orientation (MO) and customer value help companies achieve sustainable sales growth over time. Nevertheless, one cannot ignore the existence of a gap on how to measure this relationship. Following this idea, this study proposes six fuzzy key performance indicators that aims to measure customer retention and loyalty of the portfolio. The work uses 300 sales executives. This exploratory study concludes that indicators such as MO, customer orientation (CO), degree of CO value of sales force, innovation capability, lifetime value, and customer service quality positively influence customer retention and loyalty portfolio.

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