PurposeThe purpose of the paper is to draw together the salient issues surrounding customer loyalty and customer relationship management (CRM) into a single coherent discussion. Various schools of academic thought are examined. The paper concludes with practical implications for managers.Design/methodology/approachThe literature surrounding customer loyalty, customer satisfaction, effective CRM and managing loyalty in a profitable manner are all reviewed. The paper allows managers to consider a wide range of material in the context of their business.FindingsThe need for businesses to retain customers is an important issue in today's global marketplace. To retain customers, a business must forge loyal and long‐term relationships with profitable customers. Reasons why customers leave a company are discussed, and preventative strategies are considered. Loyalty schemes are considered and their relative merits examined.Practical implicationsA key implication of this paper is the need to focus attention on managing customer loyalty in a profitable manner. Certain theories hold the view that generating customer loyalty will automatically drive profits. This paper suggests that this is probably not the case. Given this, the paper calls for data analysis and database segmentation to be considered as an integral part of profitably managing customer loyalty.Originality/valueThe paper provides both a broad and in‐depth discussion of all the salient issues surrounding customer loyalty. By drawing together these issues into a single discussion, the paper offers a unique perspective that is not available in the current literature. Holistically considering all of the practical elements of customer loyalty allows academic researchers and marketing managers to compare and contrast different theories and principles.
Publisher's copyright statement: NOTICE: this is the author's version of a work that was accepted for publication in Computer methods in applied mechanics and engineering. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be re ected in this document. Changes may have been made to this work since it was submitted for publication. A de nitive version was subsequently published in Computer methods in applied mechanics and engineering, 259, 2013, 10.1016/j.cma.2013.03.016 Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-pro t purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details.
(2015) 'A simulation model to enable the optimization of ambulance eet allocation and base station location for increased patient survival.', European journal of operational research., 247 (1). pp. 294-309. Further information on publisher's website:http://dx.doi.org/10.1016/j.ejor.2015.05.040Publisher's copyright statement: NOTICE: this is the author's version of a work that was accepted for publication in European Journal of Operational Research. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reected in this document. Changes may have been made to this work since it was submitted for publication. A denitive version was subsequently published in European Journal of Operational Research, 247, 1, 2015Research, 247, 1, , 10.1016Research, 247, 1, /j.ejor.2015 Additional information: Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. further improved survival when its location and resourcing were optimized for key periods of service. Also, the removal of a base station from the system was found to have minimal impact on survival probability when the selected station and resourcing were optimized simultaneously.
Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. When attempting to determine how to respond optimally to a large-scale emergency, the ability to predict the consequences of certain courses of action in silico is of great utility. Agent-based simulations (ABSs) have become the de facto tool for this purpose, however they may be used and implemented in a variety of ways. This paper reviews existing implementations of ABSs for largescale emergency response, and presents a taxonomy classifying them by usage. Opportunities for improving ABS for large-scale emergency response are identified.
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