Does customer analysis affect firm performance? Quantitative evidence from the Polish insurance market

Tomczyk, Przemysław; Doligalski, Tymoteusz; Zaborek, Piotr

doi:10.1016/j.jbusres.2016.03.026

Cited by 9 publications

(7 citation statements)

References 24 publications

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“…The provided information can strengthen information competitiveness of SME executives, and the enhanced information competitiveness can contribute to SME business performances. Customer satisfaction for the provided information in SME supporting services is an important factor when considering business performances (Anderson, Fornell, & Rust, 1997; Grewal, Chandrashekaran, & Citrin, 2010; Foster & Gupta, 1997; O’Sullivan & McCallig, 2009; Şomlea, Marian, & Ferencs, 2014; Sun & Kim, 2013; Tuli & Bharadwaj, 2009; Tomczyk, Doligalski, & Zaborek, 2016). SME supporting services can increase customer satisfaction, and the increased customer satisfaction can result in business performances.…”

Section: Introductionmentioning

confidence: 99%

Role of Information in SMEs Supporting Services on Business Performance in South Korea

Park¹,

Kwon²,

Jang³

et al. 2017

Science, Technology and Society

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Role of InfoRmatIon In SmeS SuppoRtIng SeRvIceS  441 were analysed to investigate the relationship between two variables such as independent variables versus mediating variables, independent variables versus dependent variables and mediating variables versus dependent variables. The route from information provision in SME supporting services to business performances was clarified by using Baron and Kenny's mediation model. 'information overload occurs when the amount of input to a system exceeds its processing capacity. Decision-makers have fairly limited cognitive processing capacity. Consequently, when information overload occurs, it is likely that a reduction in decision quality will occur' (Speier et al., 1999). From the information overload, it has been difficult for small-and medium-sized enterprise (SME) executives to make decision properly. The well-defined information analysis services need to be provided to improve decision quality of SME executives and contribute to SME business performances such as revenue growth, cost reduction, export growth, employment growth, etc.

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Section: Introductionmentioning

confidence: 99%

Role of Information in SMEs Supporting Services on Business Performance in South Korea

Park¹,

Kwon²,

Jang³

et al. 2017

Science, Technology and Society

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“…Further prospects derive from new possibilities for individual pricing and fraud detection (Crainich 2017). Performance-enhancing effects have been found for customer analysis and knowledge processing (Coltman et al 2011;Setia et al 2013;Tomczyk et al 2016). In particular, prior research found that data analytics can, in fact, increase customer knowledge and, based on new service offerings, also the profitability of FSP (Alt and Reinhold 2012;Fang et al 2016;Tomczyk et al 2016).…”

Section: Value Creation Modelmentioning

confidence: 99%

Sustaining the current or pursuing the new: incumbent digital transformation strategies in the financial service industry

Dehnert

2020

Bus Res

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Digital transformation (DT) is a major challenge for traditional companies. Despite the term, DT is relatively new; its substance is not: a whole stream of research has examined the relationship between DT and firm performance with contradictory findings. Most of these studies have chosen a linear correlational approach, however, did not analyze the holistic interplay of DT dimensions, leading to firm performance. This applies especially to the mature financial services industry and the future perspectives of traditional financial service providers (FSP). Hence, it remains an open question for both research and practice what DT configurations have a positive impact on firm performance. Against this background, the aim of this exploratory study is to examine how DT dimensions are systemically connected to firm performance of incumbent FSP. Drawing on a qualitative-empirical research approach with case data from 83 FSP, we identify digital configurations along different levels of firm performance. Our findings suggest an evolution of digital configurations of FSP, leading to five empirical standard types from which only one managed to establish a profound basis of DT.

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“…customer satisfaction) and behavioral intentions (e.g. intentions to purchase) (Woodruff, 1997; Gupta and Zeithaml, 2006; Tomczyk et al , 2016). The review provided by Gupta and Zeithaml (2006) divides this literature into three camps, those papers focusing on the link between the impact of unobservable constructs on financial performance, those focusing on the impact of unobservable constructs on observable metrics (e.g.…”

Section: Literaturementioning

confidence: 99%

An analysis of configurations of relationship quality dimensions to explain sources of behavioral outcomes in globalized manufacturing

Steiner

Brandhoff²

2020

EJM

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Purpose This paper aims to explore the role of configurations of relationship quality dimensions for explaining sources of behavioral outcomes in the globalized manufacturing industry. Design/methodology/approach A joint analysis of behavioral and objective performance data from globalized manufacturing links perceptual customer metrics that relate to dimensions of relationship quality (i.e. attitudinal loyalty, perceived customer orientation, customers’ perceived innovativeness of the supplier and perceived customer influence on supplier innovation) with behavioral outcomes (i.e. share of wallet (SOW) and customer account profitability). Using data from a global business-to-business (B2B) customer survey together with archival performance data from a multinational mechanical engineering firm, a fuzzy set qualitative comparative analysis (fsQCA) is performed. Findings The fsQCA results suggest that perceptual customer metrics related to innovation can be relevant aspects of relationship quality, in line with Anderson and Mittal’s (2000) satisfaction-repurchase-profitability chain framework and its adaptation to SOW. However, the underlying complexities in the different combinations of attributes in the recipe are such that they are not equifinal in leading to higher SOW or higher profitability. This paper finds indications for non-linearities between perceptual measures investigated and profitability of customer accounts, with particular relevance for the role of perceived customer orientation, perceived product innovativeness of the supplier and attitudinal loyalty. Research limitations/implications The analysis faces a number of limitations, starting with its reliance on cross-sectional survey data, which does not enable us to account for feedback mechanisms, for example, arising from customer perceptions regarding innovation aspects. The lack of a multidimensional conceptionalization of the perceptual customer constructs may have limited the analysis, considering also recent evidence from retail companies in the furniture sector in Spain, suggesting that the multidimensional conceptualization of relationship value explained satisfaction and loyalty levels to a greater extent than the one-dimensional conceptualization (Ruiz-Martínez et al., 2019). Practical implications In terms of managerial implication, the results suggest that customers perceive limited value in participating in the focal firm’s innovation value chain funnel, hence customer loyalty cannot be bought using simple incentive strategies. The results with regard to customer account profitability suggest that B2B customers investigated here may distinguish when interacting with their globalized supplier in the innovation funnel: they may see a positive customer value when the innovation is a product, and thus, relation-specific, whereas they may see limited customer value when innovation is considered in more generic terms (customers’ perceived influence on supplier innovation in general). Originality/value This paper starts from the premise that perceptual customer metrics can matter for supplier performance, as the customer relationship and customer value management research has shown. However, there is limited empirical evidence from globalized manufacturing sectors incorporating perceptual constructs in behavioral outcomes, and limited evidence assessing customer-perceived value in such sectors through alternate approaches to main-effects focused analyzes. We employ qualitative comparative analysis using fuzzy sets (Russo et al., 2019) to address these gaps, focusing on two key behavioral outcomes, namely, customer account profitability and SOW.

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Does customer analysis affect firm performance? Quantitative evidence from the Polish insurance market

Cited by 9 publications

References 24 publications

Role of Information in SMEs Supporting Services on Business Performance in South Korea

Role of Information in SMEs Supporting Services on Business Performance in South Korea

Sustaining the current or pursuing the new: incumbent digital transformation strategies in the financial service industry

An analysis of configurations of relationship quality dimensions to explain sources of behavioral outcomes in globalized manufacturing

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