Search Conferences

Type in any word, words or author name. This searchs through the abstract title, keywords and abstract text and authors. You may search all conferences or just select one conference.


 All Conferences
 EMAC 2019 Annual Conference
 EMAC 2020 Annual Conference
 EMAC 2020 Regional Conference
 EMAC 2021 Annual Conference

EMAC 2019 Annual Conference


From Customer Knowledge Competence through Customer Engagement Behaviour to Customer Lifetime Value. A Conceptual Model.
(A2019-8819)

Published: May 28, 2019

AUTHORS

Przemysław Tomczyk, Kozminski University

KEYWORDS

customer knowledge competence; customer engagement behaviour; customer lifetime value

ABSTRACT

Customer knowledge stands behind customer innovations and new product performance, which underlines its role in the practice of new product development. However, the definition of customer knowledge and its role in customer relationship management is still ambiguous. This study proposes a conceptual model of the relationship between customer knowledge, understood broadly as customer knowledge competence, and customer lifetime value, with customer engagement behaviour and its antecedents as mediators. The empirical research based on this model could identify the role of customer knowledge competence in the process of customer lifetime value creation. The study presents theoretical and managerial implications and makes empirical research recommendations considering its limitations.