Thesis (doctoral)--Universität Breslau, 1918. / Bibliography: p. [vii]-viii.

Thesis (Ph. D.)--University of Wisconsin--Madison, 1954. / Typescript. Vita. eContent provider-neutral record in process. Description based on print version record. Includes bibliography.

Dans un contexte marketing régi aujourd’hui par le paradigme relationnel, les enjeux se regroupent autour de trois aspects stratégiques : une bonne connaissance des clients, une allocation optimale des ressources limitées et une mesure fiable de la performance. Deux courants de recherche concernant le Capital Client peuvent être distingués : d’une part, celui dédié à son estimation à travers l’étude et l’estimation du comportement client, d’autre part, celui dédié à sa maximisation à travers l’identification des stratégies marketing optimales. Cette recherche se situe à la confluence de ces courants, son but étant d’analyser dans quelle mesure l’association de la segmentation probabiliste prédictive de la clientèle et de la modélisation de la persistance des impacts des actions marketing, peut constituer un dispositif pertinent pour l’optimisation de l’effort marketing. Des hypothèses concernant le rôle modérateur de l’hétérogénéité des clients en termes de Lifetime Value prédite, dans l’impact des actions promotionnelles initiées par une enseigne sur les processus formateurs de son Capital Client – l’acquisition et la rétention, sont formulées et testées. La discussion des résultats obtenus permet la réalisation d’une typologie des trajectoires possibles des ventes et du Capital Client sous l’influence des actions promotionnelles de différentes intensités. Elle permet également d’envisager la maximisation du Capital Client par l’optimisation de l’intensité promotionnelle au niveau des segments issus de la modélisation probabiliste. Les implications académiques et managériales sont examinées et plusieurs voies de recherche sont proposées. / In a marketing context governed today by the relational paradigm, three strategic issues become increasingly important: a good knowledge of customers, the optimal allocation of limited resources and reliable measures of performance. Two streams of research on Customer Equity can be distinguished: the first one is dedicated to its estimation through the study and prediction of customer behaviour, the other one, to its maximization through the identification of optimal marketing strategies. This research can be situated at the confluence of these currents, its purpose being to analyse whether the combination of probabilistic customer base segmentation and persistence modelling of the impact of marketing actions, can constitute a appropriate device for the optimisation of the marketing effort. Hypotheses are formulated and tested regarding the moderating role of the heterogeneity of customers' predicted Lifetime Value in the impact of promotional activities initiated by a company on the formative processes of its Customer Equity - acquisition and retention. The discussion of the results leads to a typology of possible trajectories for sales and Customer Equity under the influence of promotional activities of different intensities. It also allows considering the maximization of Customer Capital by optimising the intensity of promotional actions targeting the segments issued from the probabilistic modelling. Academic and managerial implications are discussed and several research directions are suggested.

This qualitative study used a phenomenological approach to understand the experience of six therapists who had been threatened with harm or attacked by a client or a relative of a client in an outpatient setting. Semi-structured interviews were employed to collect data which were then analyzed using thematic coding. While some of the results of this study are consistent with existing literature on attacks on clinicians in acute inpatient settings, many of the study findings suggest that the experiences of therapists working in an outpatient setting who are threatened by a client or a relative of client are unique to that setting. Clinical implications are discussed. / Master of Science

Thesis (Ph. D.)--University of Missouri-Columbia, 1999. / Typescript. Vita. Includes bibliographical references (leaves 182-200). Also available on the Internet.

Thesis (Ph. D.)--University of Missouri-Columbia, 1999. / Typescript. Vita. Includes bibliographical references (leaves 182-200). Also available on the Internet.

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Legal professions involved in the justice system focusing on the attorney - client relationship. Abstract The purpose of my thesis is to analyse the attorney - client relationship, especially some of the essential elements of this relationship. The thesis is composed of five chapters. Chapter One is introductory and defines the attorney as a one of the legal professions involved in the justice system, looks at the reasons of formation and existence of these professions and gives a brief insight in the attorney - client relationship's history. Chapter Two deals with the ways the attorney - client relationship is created. It can be both contractually and non-contractually (appointing by court and determination by Czech Bar Chamber). Chapter Three is the largest chapter of the thesis and is subdivided into two parts. The first part concentrates on the attorney's rights and duties, such as for example duty to protect and promote client's interests, duty to follow client's instructions, duty of confidentiality, duty to be insured, right to remuneration and others. The second part focuses on the client's rights and duties and explains them as a counterpart of the attorney's rights and duties, because of the synallagmatic character of the attorney - client's relationship. Chapter four is engaged in the ways the...

La vengeance du client devient actuellement un phénomène prépondérant dans nos sociétés (Grégoire et al., 2010). Un client insatisfait pourrait, sans surprise, punir l’entreprise via des actions de vengeance. Or, il n’est guère attendu qu’un client fidèle s’engage également dans ce type d’action alors qu’il entretient une bonne relation avec la marque. Ce travail doctoral propose d’étudier le processus psychologique de la vengeance du client, notamment de ceux ayant une bonne relation avec l’entreprise. Pour ce faire, l’état de l’art sur la vengeance du client complétée par une étude qualitative exploratoire triangulaire a permis de souligner l’importance des éléments affectifs dans ce processus. Ainsi, trois typologies ont été proposées à l’issue des résultats qualitatifs : (1) L’Iceberg des Crises Perçues identifie les crises de marque comme nouveau contexte déclencheur de la vengeance ; (2) Le Triangle Emotionnel du Client d’Inter-Rôle révèle deux familles d’émotions négatives ainsi que les rôles « victime vs. coupable » du client-vengeur dans ce processus ; (3) La typologie des actions de vengeance considère divers points de vue des acteurs dans sa classification. Au cours de la seconde étude, une expérimentation a été réalisée en manipulant trois facteurs : la relation affective marque-client, les émotions négatives et la gravité perçue de la crise (n=1296). Ceci a permis d’éclairer le « conflit affectif » au sein du mécanisme psychologique de vengeance du client. L’effet « l’amour pardonne tout » de la relation affective marque-client émerge seulement lorsque la crise est perçue comme étant de faible gravité. En revanche, lors d’une crise provoquant de graves conséquences et notamment lorsque le client n’est pas l’utilisateur final du produit, apparaît l'effet « l'amour devient la haine ». Plus spécifiquement, le client ayant une bonne relation avec l’entreprise est plus enclin à se venger de celle-ci. Les résultats soulignent également les effets contradictoires des émotions négatives, notamment la culpabilité et la tristesse, dans la décision de l’individu de se venger. / Customer revenge has become a major phenomenon in our societies (Grégoire et al., 2010). Unsurprisingly, a dissatisfied customer can punish a company through actions of revenge. However, due to their good relationship with the brand, loyal customers are not expected to be amongst those seeking revenge. This doctoral dissertation aims at studying the psychological process of customer revenge with a focus on those who have a good relationship with the brand. Through a review of the literature on customer revenge and an exploratory qualitative study, this dissertation highlights the importance of the emotional factors in this process. Three typologies have been proposed: (1) The Iceberg of Perceived Crisis identifies brand-crisis as a new trigger of customer revenge; (2) The Triangle of Emotions of the Customer Avenger reveals two families of negative emotions and the « victim vs. perpetrator » roles of the customer avenger; (3) The third typology of actions of revenge includes the point of view of the different parties involved. In the second study an experiment has been performed by manipulating three factors: the brandcustomer emotional relationship, the negative emotions and the perceived severity of the crisis (n = 1296). The findings help to clarify the « emotional conflict » within the psychological mechanism of customer revenge. The « love is blind» effect of the customer’s emotional relationship is only present when the crisis is perceived as being of little importance. However, when a crisis causes serious consequences, particularly when the customer is not the final user of the product, the « love-becomes-hate » effect appears. Thus, a customer who has a good relationship with the brand is more inclined to seek revenge. The results of the experiment also highlight the conflicting effects of negative emotions, especially of sadness and guilt in the customer’s decision to take revenge.

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