dc.contributor.author | Smaliukienė, Rasa | |
dc.contributor.author | Bekešienė, Svajonė | |
dc.contributor.author | Lipčiūtė, Gabrielė | |
dc.date.accessioned | 2023-09-18T20:34:41Z | |
dc.date.available | 2023-09-18T20:34:41Z | |
dc.date.issued | 2020 | |
dc.identifier.issn | 1331-0194 | |
dc.identifier.uri | https://etalpykla.vilniustech.lt/handle/123456789/151023 | |
dc.description.abstract | The purpose of this study is to investigate the role of customer values in building customer relationships with regard to the urban factor. This paper seeks to empirically explain how the urban factor affects customer preferences as the differences between customers from urban centres and those from the peripheries are still notable despite globalization and cultural levelling. The article presents a theoretical framework explaining the role of customer value in building customer relationship. In this sense, customer value follows the general rules stipulating the business-customer relationship and includes steps such as trust building, commitment, satisfaction and loyalty. After grounding the theoretical construct, it is tested using a data set of 364 customers across Lithuania. Exhaustive CHAID (Chi-squared Automatic Interaction Detector) is used for model testing and re-classification. The results from this study report that there are statistically significant differences between customers’ preferences in urban centres and in the periphery. The decision made by the customer to stay loyal to a business has a certain logical dependency. For customers in urban centres, functional value needs to be supplemented by emotional value. Only such a composition of values encourages them to remain loyal to the business. On the other hand, customer loyalty in the periphery is determined by high trust in business, customer commitment and perceived social value. The value of this paper lies in its original theoretical construct where customer value and customer relationship have an effect on customer loyalty, as well as in testing this construct in relation to the urban factor. Additionally, research implications suggest that the findings may be important for business practice and business studies. | eng |
dc.description.abstract | Cilj ovog istraživanja je istražiti ulogu koju vrijednost za kupca ima pri izgradnji odnosa s kupcima s obzirom na urbani faktor. Integracija vrijednosti za kupce i odnosa s kupcima u urbanim središtima i na periferiji: implikacije istraživanja za poslovnu praksu Cilj ovog istraživanja je istražiti ulogu koju vrijednost za kupca ima pri izgradnji odnosa s kupcima s obzirom na urbani faktor. Ovaj rad pokušava empirijski objasniti kako urbani faktor utječe na preferencije kupaca jer su razlike između kupaca u urbanim središtima i onih s periferije još uvijek uočljive unatoč globalizaciji i kulturnom ujednačavanju. Članak donosi teorijski okvir koji objašnjava ulogu koju vrijednost za kupca ima pri izgradnji odnosa s kupcima. U tom smislu, vrijednost za kupce slijedi opća pravila koja propisuje odnos s kupcima i uključuje korake poput izgradnje povjerenja, predanosti, zadovoljstva i vjernosti. Teorijski model istraživanja postavljen je pomoću skupa podataka dobivenih od 364 kupca diljem Litve, koji se zatim testira i reklasificira koristeći CHAID (Chi-squared Automatic Interaction Detection) model stabla odlučivanja. Rezultati ovog istraživanja pokazuju da postoje statistički značajne razlike između preferencija kupaca u urbanim središtima i onih na periferiji. Odluka kupca da ostane vjeran tvrtki pokazuje određenu logičku ovisnost. Kupcima u urbanim središtima funkcionalnu vrijednost treba nadopuniti emocionalnom vrijednošću jer ih samo takav sklop vrijednosti potiče da ostanu vjerni tvrtki. S druge strane, vjernost kupaca na periferiji određuje veliko povjerenje u tvrtku, predanost kupaca i percepcija društvene vrijednosti. Vrijednost ovog rada leži s jedne strane u izvornom teorijskom konstruktu gdje vrijednost za kupca i odnos s kupcem utječu na vjernost kupca, a s druge strane u ispitivanju ovog konstrukta u odnosu na urbani faktor. Osim toga, implikacije istraživanja sugeriraju da bi rezultati mogli biti važni za poslovnu praksu i poslovne studije. | -scr |
dc.format | PDF | |
dc.format.extent | p. 43-61 | |
dc.format.medium | tekstas / txt | |
dc.language.iso | eng | |
dc.relation.isreferencedby | Scopus | |
dc.relation.isreferencedby | Emerging Sources Citation Index (Web of Science) | |
dc.relation.isreferencedby | DOAJ | |
dc.relation.isreferencedby | ERIH Plus | |
dc.relation.isreferencedby | Index Copernicus | |
dc.relation.isreferencedby | ProQuest Social Sciences Index | |
dc.rights | Laisvai prieinamas internete | |
dc.source.uri | https://hrcak.srce.hr/index.php?show=clanak&id_clanak_jezik=354836 | |
dc.source.uri | https://talpykla.elaba.lt/elaba-fedora/objects/elaba:76585899/datastreams/MAIN/content | |
dc.subject | vrijednost za kupca | |
dc.subject | upravljanje odnosima s kupcima | |
dc.subject | zemljopisna segmentacija | |
dc.subject | urbani faktor | |
dc.subject | poslovna praksa | |
dc.subject | poslovne studije | |
dc.title | An integration of customer value and customer relationship in urban centres and peripheries: Research implications for business practice and business studies | |
dc.title.alternative | Integracija vrijednosti za kupce i odnosa s kupcima u urbanim središtima i na periferiji: implikacije istraživanja za poslovnu praksu i poslovne studije | |
dc.type | Straipsnis Web of Science DB / Article in Web of Science DB | |
dcterms.references | 36 | |
dc.type.pubtype | S1 - Straipsnis Web of Science DB / Web of Science DB article | |
dc.contributor.institution | Generolo Jono Žemaičio Lietuvos karo akademija Vilniaus Gedimino technikos universitetas | |
dc.contributor.institution | Generolo Jono Žemaičio Lietuvos karo akademija | |
dc.contributor.institution | Vilniaus Gedimino technikos universitetas | |
dc.contributor.faculty | Kūrybinių industrijų fakultetas / Faculty of Creative Industries | |
dc.contributor.faculty | Verslo vadybos fakultetas / Faculty of Business Management | |
dc.subject.researchfield | S 003 - Vadyba / Management | |
dc.subject.researchfield | S 008 - Komunikacija ir informacija / Communication and information | |
dc.subject.researchfield | N 001 - Matematika / Mathematics | |
dc.subject.studydirection | A01 - Matematika / Mathematics | |
dc.subject.studydirection | L02 - Vadyba / Management studies | |
dc.subject.studydirection | J10 - Komunikacija / Communication | |
dc.subject.vgtuprioritizedfields | EV04 - Komunikacijos valdymas įtraukioje ir kūrybingoje visuomenėje / Communication management in inclusive and creative society | |
dc.subject.ltspecializations | L103 - Įtrauki ir kūrybinga visuomenė / Inclusive and creative society | |
dc.subject.en | customer value | |
dc.subject.en | customer relationship management | |
dc.subject.en | geographic segmentation | |
dc.subject.en | urban factor | |
dc.subject.en | business practice | |
dc.subject.en | business studies | |
dcterms.sourcetitle | Management : Journal of Contemporary Management Issues: Special Issue | |
dc.description.issue | Special Issue | |
dc.description.volume | vol. 25 | |
dc.publisher.name | University of Split, Faculty of Economics | |
dc.publisher.city | Split | |
dc.identifier.doi | 000601475000001 | |
dc.identifier.doi | 10.30924/mjcmi.25.s.5 | |
dc.identifier.elaba | 76585899 | |