پیوندهای مفید
اخبار و اعلانات
آمار
| تعداد نشریات | 161 |
| تعداد شمارهها | 6,532 |
| تعداد مقالات | 70,503 |
| تعداد مشاهده مقاله | 124,120,235 |
| تعداد دریافت فایل اصل مقاله | 97,227,119 |
Developing a Model for Customer Retention Through Value Co-creation in Service Projects: A Study of Relationships and Interactions Between Iranian Firms and Their Clients | ||
| Interdisciplinary Journal of Management Studies (Formerly known as Iranian Journal of Management Studies) | ||
| دوره 17، شماره 1، فروردین 2024، صفحه 219-237 اصل مقاله (666.95 K) | ||
| نوع مقاله: Research Paper | ||
| شناسه دیجیتال (DOI): 10.22059/ijms.2023.337212.675040 | ||
| نویسندگان | ||
| Ali Asghar Tashakkori1؛ Fereshteh Lotfizadeh2؛ Homa Doroudi2 | ||
| 1Department of Business Management, Zanjan Branch, Islamic Azad University, Zanjan, Iran | ||
| 2Department of Business Management, Zanjan Branch, Islamic Azad University, Zanjan | ||
| چکیده | ||
| Customer retention is considered one of the firms’ main concerns. Clients can leave a certain firm or brand without committing to it and select the most preferred one from various alternatives. Therefore, it is essential to implement a strategy to retain customers, notably by value co-creation. In this study, we used the mixed-method design. In the qualitative section, we interviewed the targeted sampling of 15 marketing and sales managers and their clients in the services field. The analysis of this section was performed by Nvivo12. In the quantitative section, we surveyed 384 managers of service firms using a simple random sampling questionnaire. This section tested the developed model using the structural equation model and SmartPLS3 software. In this research, the inputs required by the firm and the client for value co-creation were identified. Testing the hypotheses revealed that client satisfaction and non-monetary values for the firm positively impacted customer retention. | ||
| کلیدواژهها | ||
| Customer Retention؛ Value Co-Creation؛ Service Projects | ||
| مراجع | ||
|
Agrawal, A. K., & Rahman, Z. (2015). Roles and resource contributions of customers in value co-creation. International Strategic Management Review, 3(1-2), 144-160. http://dx.doi.org/10.1016/j. ism. 2015.03.001.
Arnould, E. J., Price, L. L., & Malshe, A. (2006). Toward a cultural resource-based theory of the customer. https://www.researchgate.net/publication/ 215915344.
Baltova. S., Baltov, M. (2017). Value creation and value co-creation in professional business services: a challenge in a digital environment. Bulgarian journal Business Research. 3, 31-44.
Buttle, F. (2004). Customer relationship management: Concepts and tools, Elsevier, Oxford University Press.
Chih, Y.Y., Zwikael, O., Restubog, S.L.D. (2019). Enhancing value co-creation in professional service projects: The roles of professionals, clients and their effective interactions. International Journal of Project Management. 37, 599–615. https://doi.org/ 10.1016/j .ijprom an.2019.04.001.
Dick, R., Sankaran, S., Shaw, K., Keely, J., Soar, J., Davies, A., Banbury, A., Kelly, J. (2015). Value cocreation with stakeholders using action research as a meta-methodology in a Funded Research Project. International Journal of Project Management. 46 (2), 36-46. https://doi.org/ 10.1002/pmj. 21483.
Edvardsson, B., Tronvoll, B., & Gruber, T. (2011). Expanding understanding of service exchange and value co-creation: a social construction approach. Journal of the academy of marketing science, 39(2), 327-339. https://doi.org/10.1007/s11747-010-0200-y.
Frempong, J., Chai, J., Ampaw, E.M., Amofah, D.O., Ansong, K.W. (2020). The relationship among customer operant resources, online value cocreation and electronic-word-of-mouth in solid waste management marketing. Journal of Cleaner Production. 248, 119228. https://doi.org/10.1016/j. jclepro.2019.119228.
Galvagno, M., Gummesson, E., Mele, C., Polese, F., Dalli, D. (2014). Theory of value co-creation: a systematic literature review. Managing service quality. 24 (6), 643-683.
Green, S.D., Sergeeva, N. (2019). Value creation in projects: towards a narrative perspective. International Journal of Project Management. 37 (5), 636-651. https://doi.org/ 10.1016/ j.ijproman.2018.12.004.
Grissemann, U.S., Stokburger-Sauer, N.E. (2012). Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance. International Journal of Toursim Managment. 33 (6), 1483–1492. https://doi.org/10.1016/j.tourman.2012.02.002.
Gronroos, C. (2017). On value and value creation in service: a management perspective. Journal of creating value, 3(2), 125-141. https://doi.org/10.1177/2394964317727196.
Gronroos, C., & Ravald, A. (2011). Service as business logic: implications for value creation and marketing. Journal of service management. https://doi.org/10.1108/09564231111106893.
Gustafsson, A., Kristensson, P., Witell, L. (2012). Customer co-creation in service innovation: A matter of communication? Journal of service management. 23 (3), 311-327. https://doi.org/10.1108/09564231211248426.
Hansen, A.V. (2020). Value co-creation in service marketing: A critical (re)view International Journal of Innovation Studies. 3 (4), 73-83. https://doi.org/10.1016/j. ijis. 2019.12.001.
Harmsen, H., & Jensen, B. (2004). Identifying the determinants of value creation in the market: A competence-based approach. Journal of Business Research, 57(5), 533-547. https://doi.org/10.1016/S0148-2963(02)00319-3.
Heidenreich, S., Wittkowski, K., Handrich, M., & Falk, T. (2015). The dark side of customer co-creation: exploring the consequences of failed co-created services. Journal of the Academy of Marketing Science, 43(3), 279-296. https://doi.org/10.1007/S11747-014-0387-4.
Heinonen, K., Campbell, C., Ferguson, S.L. (2019). Erratum to “Strategies for creating value through individual and collective customer experiences”. Business Horizons. 62 (1), 95-104. https://doi.org/10.1016/j.bushor.2018.09.002.
Hirsjarvi, S., Hurme, H. (2000). Tutkimushaastattelu: teemahaastattelun teoria ja kaytanto. Helsinki: Yliopistopaino. https://doi.org/10.3390/ su12010213.
Karpen, I.O., Bove, L.L., Lukas, B.A. (2012). Linking service-dominant logic and strategic business practice: A conceptual model of a service-dominant orientation. Journal of service research. 15 (1), 21-38. https://doi.org/10. 1177/1094670511425697.
Keeys, L.A., Huemann, M. (2017). Project benefits co-creation: shaping sustainable development benefits. International Journal of Project Management. Manag. 35 (6), 1196–1212. http://dx.doi.org/ 10.1016/j.ijproman.2017.02.008.
Kerlinger, F.N. (1986). Foundations of Behavioral Research. third ed. Holt, Rinehart and Winston, Fort Worth, TX.
Ketonen-Oksi, S., Jussila, J.J., and Karkkainen, H. (2016), “Social media based value creation and business models”, Industrial Management & Data Systems. https://doi.org/10.1108/IMDS-05-2015-0199.
Khajeheian, D.,Ebrahimi, P. (2020). Media branding and value co-creation: Effect of user participation in social media of news media on attitudinal and behavioural loyalty. European Journal of International Management. 16(3), 499 - 528. https:// doi:10 .1504/EJIM.2020.10020735.
Kristensson, P., Matthing, J., Johansson, N. (2008). Key strategies for the successful involvement of customers in the co-creation of new technology-based services. International journal of service industry management. 19 (4), 474– 491. http://dx.doi.org/10.1108/09564230810891914.
Kumar, V., Petersen, J. A., & Leone, R. P. (2013). Defining, measuring, and managing business reference value. Journal of Marketing, 77(1), 68–86. https://doi.org/10.1509/jm.11.0424.
Kvale, S., Brinkmann, S. (2009). Interviews: Learning the craft of qualitative research interviewing: Sage Publications, Incorporated.
Kyei Augustine, D.A., Bayoh, T.M. (2017). Innovation and customer retention in the Ghanaian telecommunication industry. International Journal of Innovation, São Paulo. 5 (2), 171-183. https://doi.org/10.5585/iji.v5i2.154.
LaBarbera, P.A., Mazursky, D. (1983). A longitudinal assessment of consumer satisfaction/dissatisfaction: The dynamic aspect of the cognitive process. International Journal Marketing Research. 20 (4), 393 - 404.
Lee, M. K., Verma, R., & Roth, A. (2015). Understanding customer value in technology-enabled services: A numerical taxonomy based on usage and utility. Service Science, 7(3), 227-248. https://doi.org/10.1287/serv.2015.0105.
Marcos-Cuevas, J., Natti, S., Palo, T., Baumann, J. (2016). Value co-creation practices and capabilities: Sustained purposeful engagement across B2B systems. Industrial Marketing Management. 56, 97-107. https://doi.org/10.1016/j.indmarman.2016.03.012.
Martinsuo, M., Killen, C.P. (2014). Value management in project portfolios: identifying and assessing strategic value. Project Management Journal. 45 (5), 56–70. https://doi.org/10.1002/pmj.21452.
Martinsuo, M., Klakegg, O.J., Marrewijk, A.H. (2019). Editorial: delivering value in projects and project-based business. International Journal of Project Management. 45 (5), 56–70. https:// www.sciencedirect.com/ science/article/pii/S02637863 19300900.
Mele, C. (2011), "Conflicts and value co-creation in project networks", Industrial Marketing Management, Vol.40 No.8, pp.1377-1385.
Miles, M.B., Huberman, A.M. (1994). Qualitative data analysis: an expanded sourcebook. 2nd ed, Thousand Oaks, California:SAGE Publications Ltd.
Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58 No. 3, pp. 20–38. https://doi:10.2307/1252308.
Nguyen, H.T., Nguyen, H., Nguyen, N.D., Phan, A.C. (2018). Determinants of customer satisfaction and loyalty in Vietnamese life-insurance setting. Sustainability.10(1151),1–16.https://doi.org/10.3390/su10041151.
Oyner, O., Korelina, A. (2016). The influence of customer engagement in value co-creation on customer satisfaction: Searching for new forms of cocreation in the Russian hotel industry. Worldwide Hospitality and Tourism Themes. 8 (3),327-345. https://doi.org/10.1108/WHATT-02-2016-0005.
Rabetino, R., Kohtamäki, M., Lehtonen, H., & Kostama, H. (2015). Developing the concept of life-cycle service offering. Industrial Marketing Management, 49, 53-66. https://doi.org/10.1016/j.indmarman.2015.05.033.
Rihova, I., Buhalis, D., Moital, M., Gouthro, M.B. (2013). Social layers of customer-to-customer value co-creation. International Journal of Service Management. 24, 553–566. https://doi.org/10.1108/JOSM-04-2013-0092.
Roser, T., DeFillippi, R., Samson, A. (2013). Managing your co-creation mix: cocreation ventures in distinctive contexts. European business review. 25 (1), 20–41. https://doi.org/10.1108/09555341311287727.
Rubio, N., Villasenor, N., Yague, M.J. (2019). Does Use of Different Platforms Influence the Relationship between Cocreation Value-in-Use and Participants’ Cocreation Behaviors? An Application in Third-Party Managed Virtual Communities. Complexity. vol. 2019, Article ID 7562903, 15 pages. https://doi.org/10.1155/2019/7562903.
Sampson, S. E. (2015). Value paradoxes and the time value of value. Service Science, 7(3), 149-162. https://doi.org/10.1287/serv.2015.0107.
Sampson, S. E., & Spring, M. (2012). Customer roles in service supply chains and opportunities for innovation. Journal of Supply Chain Management, 48(4), 30-50. https://doi.org/10.1111/j.1745-493X.2012.03282.x.
Sarmah, B., Kamboj, S., & Kandampully, J. (2018). Social media and co-creative service innovation: an empirical study. Online Information Review. https://doi.org/10. 1108/OIR-03-2017-0079.
Schwetschke, S., Durugbo, C. (2018). How firms synergise: understanding motives and management of co-creation for business-to-business services. International Journal of Technology Management. 76 (3/4), 258–284. https://doi.org/10. 1504/IJTM.2018.10012464.
Simanjuntak, M., Putri, N.E., Yuliati, L.N., Sabri, M.F. (2020). Enhancing customer retention using customer relationship management approach in car loan business. Cogent Business & Management. 7 (1), 1-17. https://doi.org/10.1080/23311975. 2020. 173 8200.
Skalen, P., Pace, S., Cova, B. (2015). Firm-brand community value cocreation as alignment of practices. European Journal of Marketing. 49 (3/4), 596-620. https://doi.org/10.1108/EJM-08-2013-0409.
Smyth, H., Lecoeuvre, L., Vaesken, P. (2018). Co-creation of value and the project context: towards application on the case of Hinkley point C nuclear Power Station. International Journal of Project Management.36(1),170–183. https://doi.org/10.1016/j.ijproman.2017.04.013.
Szarucki, M. Menet, G. (2018). Service marketing, value co-creation and customer satisfaction in the airsoft industry: case of a technology- based firm. Business, Management and Economics Engineering. 16 (1), 94–107. https://doi.org/10. 3846/bme.2018.2138.
Thiruvattal, E. (2017). Impact of value co-creation on logistics customers’ loyalty. Journal of Global Operations and Strategic Sourcing. 10 (3), 334-361. https://doi.org/10.1108/JGOSS-11-2016-0034.
Tu, Y., Neuhofer, B., Viglia, G. (2018). When co-creation pays: stimulating engagement to increase revenues. International Journal of Contemporary Hospitality Management. 30 (4), 1-24. https://doi.org/10.1108/IJCHM-09.
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of marketing, 68(1), 1-17. https://doi.org/10.1509/jmkg.68.1.1.24036.
Vega-Vazquez, M., Revilla-Camacho, M. A., Cossío-Silva, F. J. (2013). The value co-creation process as a determinant of customer satisfaction. Management Decision. 51 (10), 1945-1953. https://doi.org/10.1108/MD-04-2013-0227.
Venkatesan, R. (2017). Executing on a customer engagement strategy. Journal of the Academy of Marketing Science. 45 (3). 289-293. http://doi.org/10.1007/s11747-016-0513-6.
Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the academy of marketing science. 25 (3), 139–153.
Yilmaz, K.O., Ferman, M. (2017). An applied study on the customer retention dynamics of organized ready-to-wear textiles retailers in real and virtual markets in Turkey. Journal of Management Marketing and Logistics. 4 (4), 366-383. http:// doi.org/10. 17261/Pressacademia.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing, 52(3), 2-22.
Zwikael, O., Smyrk, J. (2012). A general framework for gauging the performance of initiatives to enhance organizational value. British Journal of Management. 23, 6-22. | ||
|
آمار تعداد مشاهده مقاله: 7,286 تعداد دریافت فایل اصل مقاله: 3,428 |
||