Unprofitable customers in business markets:
Gespeichert in:
| 1. Verfasser: | |
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| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
Vallendar
Juni 2014
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis Inhaltsverzeichnis |
| Beschreibung: | V, 178 Seiten Diagramme 21 cm |
Internformat
MARC
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| 245 | 1 | 0 | |a Unprofitable customers in business markets |c Michael Henrich |
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Datensatz im Suchindex
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|---|---|
| adam_text | Table of contents
Table of contents
TABLE OF CONTENTS....................................................................I
FIGURES............................................................................Ill
TABLES............................................................................ IV
1 INTRODUCTION.....................................................................1
1.1 Relevance of this thesis..................................................1
1.2 Objectives and structure of this thesis...................................7
1.3 Terminology and definitions..............................................10
1.3.1 Working definition of customer profitability.............................10
1.3.2 Customer profitability in the context of customer value..................13
2 CUSTOMER PROFITABILITY MEASUREMENT IN BUSINESS MARKETS... 19
2.1 Literature review........................................................19
2.1.1 Conceptual research on customer profitability measurement................21
2.1.2 Empirical research on customer profitability measurement.................31
2.1.3 Positioning of this thesis in the literature.............................37
2.2 Alternatives of customer profitability measurement in the extant literature.41
2.2.1 Customer cost type alternatives..........................................44
2.2.2 Customer cost allocation alternatives....................................55
2.3 Expanding the concept of customer profitability..........................62
2.3.1 Customer economic profit: Including the cost of working capital..........63
2.3.2 Customer cash flow: Considering customer Capex...........................67
2.3.3 Indirect customer profitability: Considering indirect customer profits.72 3
3 SMALL ACCOUNT MANAGEMENT IN BUSINESS MARKETS................................77
3.1 Small accounts as a challenge to profitability.......................78
3.2 Literature on small accounts.........................................80
3.2.1 Research on sales channel design.....................................81
3.2.2 Research on the management of customer equity........................81
i
Table of contents
3.2.3 Research on the buying behavior of small firms......................... 82
3.2.4 Research on antecedents of customer profitability...................... 83
3.3 Research approach........................................................84
3.4 Strategic configurations of small account management.....................91
3.4.1 Small account management dimensions......................................92
3.4.2 Small account management configurations.................................100
3.5 Determinants of small account management dimensions.....................106
3.5.1 External determinants...................................................107
3.5.2 Internal determinants...................................................Ill
3.6 Capabilities of small account managing firms............................115
3.6.1 Identifying capabilities of firms with a growth focus in SAM............117
3.6.2 Extant research on small account capabilities...........................120
4 SUMMARY AND OUTLOOK.............................................................124
4.1 Discussion and implications for the concept of customer profitability...124
4.1.1 Managerial implications.................................................125
4.1.2 Implications for academic research......................................127
4.2 Discussion and implications concerning the management of small accounts .131
4.2.1 implications for managerial practice....................................132
4.2.2 Implications for academic research......................................134
REFERENCES..........................................................................138
II
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| any_adam_object | 1 |
| author | Henrich, Michael |
| author_GND | (DE-588)143817280 |
| author_facet | Henrich, Michael |
| author_role | aut |
| author_sort | Henrich, Michael |
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| building | Verbundindex |
| bvnumber | BV043851854 |
| classification_rvk | QP 621 |
| ctrlnum | (OCoLC)965357551 (DE-599)DNB110633566X |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Thesis Book |
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| subject_GND | (DE-588)4175829-8 (DE-588)4114330-9 (DE-588)4631075-7 (DE-588)4113937-9 |
| title | Unprofitable customers in business markets |
| title_auth | Unprofitable customers in business markets |
| title_exact_search | Unprofitable customers in business markets |
| title_full | Unprofitable customers in business markets Michael Henrich |
| title_fullStr | Unprofitable customers in business markets Michael Henrich |
| title_full_unstemmed | Unprofitable customers in business markets Michael Henrich |
| title_short | Unprofitable customers in business markets |
| title_sort | unprofitable customers in business markets |
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| topic_facet | Profitrate Kunde Business-to-Business-Marketing Hochschulschrift |
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