A case study of customer capital management in Taiwan's financial industry

Lou, Yung Chien; Chang, Aihwa; Wei, Sheng Chung; Sun, Kuo Ning

doi:10.1504/ijlic.2008.021015

Cited by 2 publications

(2 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Lou et al (2006) propose that customer capital can be measured using the following six aspects: basic marketing capability, the ability to expand the market, market intensity, customer response, brand equity, and channel compliance. Several sub‐aspects are given under each main heading.…”

Section: Review Of Literature and Hypothesis Developmentmentioning

confidence: 99%

See 1 more Smart Citation

The causal relationships between aspects of customer capital

Chan

Wang²

2012

Industrial Management &Amp; Data Systems

View full text Add to dashboard Cite

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to propose and test a unified framework of the causal relationships among six aspects of customer capital: customer targeting, ability to identify customers' needs, customer service capability, construction and management of a customer information system, market intensity, and customer loyalty. Design/methodology/approach -A financial holding company in an emerging market, with successful customer relationship management, is selected as the case study object. The authors interviewed the management and distributed questionnaires to positions equivalent to or higher than the junior sales manager within two divisions of the corporate banking group. A total of 80 questionnaires were distributed, with a valid return rate of 73.75 per cent. The total number of subjects is 59 and the partial least squares method was adopted to examine the causal relationships between the different aspects of customer capital. Findings -The results support the authors' predictions on the causal relationships among the aspects of customer capital. The base aspect, customer targeting, significantly influences the ability to identify customers' needs and construction and management of a customer information system. These two aspects directly affect customer service capability, which further improves customer loyalty and market intensity. The authors also identify several indicators within each aspect to assist management in exploring areas for improvement. Practical implications -The evidence implies that a business should manage and control the leading aspects of customer capital, as this will help to improve and develop lag indicators. Based on the proposed cause-effect model, relevant capital elements can be identified which effectively enhance business-to-business (B2B) customer relationship management. Originality/value -The paper investigates the issue of customer relationship management from an integrated perspective. A causal relationship model of customer capital is developed and evidence provided on how different aspects of customer capital are linked to each other.

show abstract

Section: Review Of Literature and Hypothesis Developmentmentioning

confidence: 99%

“…Following Chen et al (2004) and Lou et al (2006), the present study separates customer capital into several aspects, under which there are detailed indicators. Basic marketing capability influences market intensity and customer loyalty and is described as the forward perspective.…”

Section: Review Of Literature and Hypothesis Developmentmentioning

confidence: 99%