Building Customer Relationship for Gaining Customer Loyalty in the Pharmaceutical Industry

Kanyan, Agnes; Andrew, Jasmine Vivienne; Kasuma, Jati; Beti, Marianne Merley

doi:10.12720/joams.3.4.319-322

Cited by 12 publications

(7 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…These findings provide significant support for the communication, conflict handling, empathy and trust literatures which advocates that the variables have positive and significant influence up on customer loyalty. For instance, the study conducted by Kanyan et al, (2015), revealed that conflict handling, communication and trust are positively associated to customer loyalty. Furthermore, the study found that conflict handling is the most important dimension that affects customer loyalty with beta coefficient of (β = 0.357).…”

Section: Multiple Regression Analysis Results Of Crm and Customer Loyaltymentioning

confidence: 99%

Customer Relationship Management: A Tool for Customer Loyalty (A Case Study of Some Selected Hotels in Hawassa)

Walelign¹

2020

IJBMER

View full text Add to dashboard Cite

The main aim of this study was to investigate customer relationship management and customers’ loyalty in Hawassa city selected hotels by applying CRM dimensions of bonding, communication, conflict handling, empathy, responsiveness and trust. Convenience sampling technique was used to collect data from customers of the selected hotels. In line with the objective, descriptive research methods were used to examine the customers’ perceptions of CRM practices and future behavioral intentions. Inferential statistics were used to see the relationship between dependent and independent variables as well as to investigate cause and effect relationships. The key finding showed that there was a positive and significant effect of CRM dimensions of communication, conflict handling, empathy and trust on customer loyalty and selected hotel guests loyalty status shows that they were slightly intended to be loyal customer to the selected hotels. Bonding and responsiveness did not significantly affect guests’ loyalty.

show abstract

Section: Multiple Regression Analysis Results Of Crm and Customer Loyaltymentioning

confidence: 99%

Customer Relationship Management: A Tool for Customer Loyalty (A Case Study of Some Selected Hotels in Hawassa)

Walelign¹

2020

IJBMER

View full text Add to dashboard Cite

show abstract

“…Recent marketing efforts by pharmaceutical companies have focused on digital advertising and engagement tactics to connect with patients and build relationships [ 34 ]. In fact, pharmaceutical companies are using digital data analytics to formulate target audience profiles and direct-to-consumer marketing strategies that take a holistic approach and consider patients’ overall lifestyle preferences and their well-being, not only the disease diagnosis [ 35 ].…”

Section: Social Media Influencersmentioning

confidence: 99%

Patient Influencers: The Next Frontier in Direct-to-Consumer Pharmaceutical Marketing

Willis¹,

Delbaere²

2022

J Med Internet Res

View full text Add to dashboard Cite

Social media influencers are becoming an increasingly popular strategic communication tactic used across industry verticals, including entertainment, fashion, and beauty, to engage directly with consumers. Pharmaceutical companies have also recently entered the social media marketing arena and—within the bounds of governmental regulations—have found ways to build relationships directly with patients using covert persuasion tactics like partnering with social media influencers. Due to consumers’ negative perceptions of pharmaceutical companies, it makes sense that new marketing tactics are being used to establish and improve relationships with consumers. Previous research well documents the ethical dilemmas of direct-to-consumer advertising, and there is recent burgeoning literature on online covert marketing tactics. The academic and medical literature, however, is behind in regard to social media influencers used in health and medicine. This paper highlights and defines terms used in industry practice, and also calls for more investigation and sets forward a research agenda. As consumers spend more time online and patients continue to consult social media for health information, it is important that this new marketing trend does not go unnoticed.

show abstract

“…The population of the study includes informal foodservice operators selected from the three (3) senatorial districts within Oyo state. They were selected using stratified sampling technique and purposive sampling method for the select six (6) local government within the urban and rural area (See Table 1), the operators were categorized into three namely, stationary, semi-mobile and mobile who operate in busy area such as marketplaces, motor parks, roadsides, and those with structures where they operate their business. The questionnaire only focused on FSOs who are independently owned and all business operation decision were made by them.…”

Section: Population Sampling Techni-ques and Sample Sizementioning

confidence: 99%

“…To stay competitive, a foodservice company must broaden the breadth of its usage of modern technology to streamline operations. As a result, an assessment of the industry's technological capabilities is required [6]. Technological capacity is thought to contain the skills, knowledge, experience, institutional structure, and relationships required to originate and manage technological change [5].…”

Section: Introductionmentioning

confidence: 99%

Assessment of Technological Capabilities of the Informal Foodservice Operators in Oyo State

Funke

Taiwo²,

Matthew³

2022

JEMT

View full text Add to dashboard Cite

Aim and Objective: Evaluate the technological capability of the informal foodservice operators in the study area with the view of ensuring wholesome food are served using the right technological capabilities. The informal foodservice operators (IFOs) carry a larger part of food service providers that have contact with people on daily basis. The model of Garvin, 1981 was adapted for the study and mixed study approach. A structured questionnaire that includes both close and open-ended questions was used to elicit information from the participants of the study. The data collected was analysed and it showed that the technological capacity of the informal foodservice operators in studied areas in Oyo State was fairly high. The informal foodservice operators have low investment capacity, production capacity and high marketing capacity. The ability to use technological capacity to their advantage was lacking due to lack of funds and training. Their high marketing and innovation capacity showed that if there are funds and training, they will improve their investment and production capacity. Government should formulate policy that will encourage growth of the informal foodservice operators to ensure that wholesome food is served within the system.

show abstract

Building Customer Relationship for Gaining Customer Loyalty in the Pharmaceutical Industry

Cited by 12 publications

References 0 publications

Customer Relationship Management: A Tool for Customer Loyalty (A Case Study of Some Selected Hotels in Hawassa)

Customer Relationship Management: A Tool for Customer Loyalty (A Case Study of Some Selected Hotels in Hawassa)

Patient Influencers: The Next Frontier in Direct-to-Consumer Pharmaceutical Marketing

Assessment of Technological Capabilities of the Informal Foodservice Operators in Oyo State

Contact Info

Product

Resources

About