Blar i Working papers (SNF) på forfatter "Helgesen, Øyvind"
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Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level
Helgesen, Øyvind (Working paper, Working paper; Working paper, 2000-02)Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. ... -
Can perceptual measures of customers profitability replace more objective ones?
Helgesen, Øyvind (Working Paper, Working paper; Working paper, 2001-05)Business performance is closely related to decisions. When making decisions, managers need reliable information concerning the decision situation, e.g. the profitability of orders, the profitability of customers, credit ... -
Does quality pay? : relationships between antecedents of customer satisfaction, customer satisfaction, customer loyalty and costomer profitability at the individual level
Helgesen, Øyvind (Working paper, Working paper; Working paper, 2000-12)Superior quality is supposed to be positively related to superior business performances. This conception forms the cornerstone of Total Quality Management (TQM). At the individual customer level superior quality is supposed ... -
Is customer profitability related to solvency of customers?
Helgesen, Øyvind (Working paper, Working paper; Working paper, 2000-12)Firms have to consider various ways to analyse their business. However, by many firms it is often asserted that the customers are most important. The sales to customers are generating the cash flows that make the firms ...