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Análisis de las variables de marketing que afectan al valor del cliente. La permanencia como variable controlable
Analysis of marketing variables that affect customer value. The termination tee commitment as a customer value variable

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Pedreño Santos, Ana (2017) Análisis de las variables de marketing que afectan al valor del cliente. La permanencia como variable controlable. [Thesis]

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Abstract

To know how marketing variables affect customer value is essential for a company in order to be market and customer oriented, and to improve investment efficiency in both attracting and retaining customers. Thus, the assessment of the influence of marketing variables in customer value is of prime importance. This is recognized in many empirical studies of these variables, which address the impact of a single variable (or sets of a few variables) on customer value. A comprehensive, integrated assessment of all marketing variables and their interdependencies is an arduous and complex task for researchers and marketing managers. This research proposes a theoretical model of customer value that takes into account all significant marketing variables that have been partially addressed in empirical investigations of other researchers. These marketing variables include brand and reputation, point of sale, employees, price, termination fee commitment, discounts, complementarity of products, experiences, emotions, perceived value, quality, satisfaction, switching costs, and loyalty. The model incorporates the relationship between each variable with retention and with customer value as well as the relationships between them. A special focus is placed on the empirical analysis of the termination fee commitment and its relationship with customer value. This variable is widely used in the telecommunication’s industry for its influence on customer retention from the moment of purchase. However, there is strikingly little research in this topic. A large customer database of a telecommunications company containing five years information about 63.165 customers is used for this purpose. Multivariate linear regression and ANOVA method are applied...


Item Type:Thesis
Additional Information:

Tesis inédita de la Universidad Complutense de Madrid, Facultad de Ciencias Económicas y Empresariales, Departamento de Comercialización e Investigación de Mercados, leída el 16/09/2015

Directors:
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Blasco López, Francisca
García de Madariaga Miranda, Jesús
Uncontrolled Keywords:Marketing
Palabras clave (otros idiomas):Marketing
Subjects:Social sciences > Economics > Marketing
ID Code:40761
Deposited On:12 Jan 2017 11:23
Last Modified:17 Dec 2018 16:15

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