Title: A Contingent Examination of Strategy-Cost System Alignment: Customer Retention and Customer Profitability Analysis
Abstract: 5 ACKNOWLEDGMENTS 7 CHAPTER ONE: INTRODUCTION 9 INTRODUCTION 9 THE RESEARCH TOPIC 10 CONTRIBUTION TO KNOWLEDGE 14 THESIS LAYOUT 15 CHAPTER TWO: STRATEGY AND MANAGEMENT CONTROL SYSTEMS 19 INTRODUCTION 19 LITERATURE REVIEW 20 Strategy and Structure 23 Criticisms of Contingency Based Research 30 Contingency Research Used Here 30 CONCLUSION 37 CHAPTER THREE: CUSTOMER RETENTION 38 INTRODUCTION 38 WHAT IS A CUSTOMER RETENTION PLAN AND STRATEGY? 39 MEASURING AND ENSURING THE SUCCESS OF A CUSTOMER RETENTION STRATEGY 41 CONCLUSION 43 CHAPTER FOUR: CUSTOMER PROFITABILITY ANALYSIS 44 INTRODUCTION 44 CUSTOMER PROFITABILITY ANALYSIS DEFINITION 46 FIRST GENERATION CUSTOMER PROFITABILITY ANALYSIS 46 SECOND GENERATION CUSTOMER PROFITABILITY ANALYSIS 48 DIFFICULTIES IN CALCULATING SECOND GENERATION CUSTOMER PROFITABILITY ANALYSIS 51 USE OF ACTIVITY BASED COSTING IN CUSTOMER PROFITABILITY ANALYSIS 52 THE USE OF CUSTOMER PROFITABILITY ANALYSIS INFORMATION TO SUPPORT A FIRM’S STRATEGY 54 CONCLUSION 60 CHAPTER FIVE: MEASURING THE SUCCESS OF CUSTOMER RETENTION 6
Publication Year: 2002
Publication Date: 2002-01-01
Language: en
Type: article
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Cited By Count: 4
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