Thesis (Ph. D.)--Texas State University--San Marcos, 2008. / Vita. Appendices: leaves 145-174. Includes bibliographical references (leaves 175-184). Also available on microfilm.

Thesis (Ph. D.)--Dept. of Economics. University of Missouri--Kansas City, 2005. / "A dissertation in economics and social science consortium." Advisor: James I. Sturgeon. Typescript. Vita. Title from "catalog record" of the print edition Description based on contents viewed June 26, 2006. Includes bibliographical references (leaves 149-161 ). Online version of the print edition.

O marketing de relacionamento surge na década de 1980, estimulado pela crescente concorrência, estagnação do crescimento dos mercados e desenvolvimento tecnológico. As ações de marketing de relacionamento visam estreitar a ligação entre empresa e cliente, estimulando a fidelidade do cliente e buscando a rentabilidade a partir de uma série de negociações com o mesmo cliente ao longo de tempo. Os investimentos em marketing de relacionamento só podem ser justificados caso a empresa conquiste seus objetivos e se aproprie de benefícios que essas ações podem trazer. A avaliação de resultados é, portanto, ferramenta fundamental, mas não existe hoje, um método consolidado de avaliação de resultados de ações do marketing de relacionamento. Nesse contexto, este estudo enfoca a avaliação de resultado do marketing de relacionamento, voltando-se para o relacionamento das empresas com o cliente final. O tema é tratado com base em uma revisão teórica que trabalha três principais blocos: i) valor percebido e vantagem competitiva; ii) marketing de relacionamento, seu conceito, benefícios esperados de ações de relacionamento e as práticas trabalhadas; iii) avaliação de resultados e controle. É desenvolvida uma pesquisa de campo, de natureza qualitativa e caráter exploratório, utilizando o método de estudo de casos múltiplos. São trabalhadas três principais empresas de um mesmo segmento. O segmento escolhido foi o de cartões de crédito, por apresentar grande prática na aplicação do marketing de relacionamento. O trabalho é finalizado com a análise das ações do marketing de relacionamento desenvolvidas e dos métodos de avaliação de resultados aplicados. Observou-se que as ações do marketing de relacionamento desenvolvidas pelas duas empresas que possuem contato direto com o cliente final muito se assemelham e apresentam grande coincidência com o que é apontado pela literatura. Uma das bandeiras, porém, não tem contato direto com o cliente final e apresenta diferenças significativas nas ações desenvolvidas. Os métodos de avaliação de resultado nas empresas pesquisadas são bastante similares ao proposto pela teoria estudada. Os principais objetivos apontados são: a fidelização do cliente, o entendimento das necessidades dos clientes e a maior lucratividade. Já as variáveis analisadas como indicadores de resultados são: grupo de controle, fidelidade do cliente, avaliação financeira, entendimento das necessidades dos clientes, satisfação do cliente, qualidade do produto, conhecimento e imagem de marca, inconveniência de o cliente mudar de fornecedor, retenção de clientes/churn, recompra, quantidade/volume vendido, custo de aquisição de clientes, aquisição de cliente e valor vitalício do cliente. / The relationship marketing begins on 1980?, stimulated by the spreading concurrency, market growing stagnation and technological development. The relationship marketing actions have the purpose of narrowing the contact between company and client, stimulating the client fidelity and looking for rentability from a series of negotiations with the same client over time. The marketing relationship investments can only be justified if the company achieves its objectives and handle the benefits which these actions can bring. The results evaluation is, therefore, a fundamental tool, but there?s not a consolidated results evaluation method in marketing relationship actions nowadays. In this context, this study focuses in marketing relationship results evaluation, turning the attention to the relationship between company and the ultimate client. The theme is treated from a theoretical review based on three principal sections: i) customer value and competitive advantage; ii) relationship marketing, its concept, the expected benefits from relationship marketing actions, and the adopted practices; iii) result evaluations and control. A research in this field was developed from a qualitative perspective and adopting an exploring character, by using the multiple case study method. Three principal companies that are part of the same segment are analyzed. The chosen segment was the credit cards one, because of its well-known practice on relationship marketing application characteristic. The job ends with the analysis on both the developed relationship marketing actions and on the applied results evaluation methods. It was noticed that the relationship marketing actions developed by the two companies which have direct contact to the ultimate client are really similar and are coincident in terms of what is pointed by the literature. One of the companies, however, doesn?t have this direct contact to the ultimate client and its actions contain significant differences. The results evaluation methods placed at the companies involved on this research are really similar to the indicated on the commented theory. The principal viewed objectives are: the client fidelity, the understanding on client needs and the major profitability. On the other hand, the variants analyzed as result indicators are: controlling group, client fidelity, financial evaluation, understanding on client needs, client satisfaction, products quality, brand image and knowledge, clients supplier changing inconvenience, keeping clients/churn, repurchase, sold volumes and quantity, clients acquisition cost, client acquisition and customer lifetime value.

Orientador: Orlando Fontes Lima Júnior / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Civil, Arquitetura e Urbanismo / Made available in DSpace on 2018-08-22T13:18:24Z (GMT). No. of bitstreams: 1 Zancheta_TatianaVitaldeCastroAraujo_M.pdf: 1873210 bytes, checksum: 7ce5975c7cd41a540de06b96b60d6e41 (MD5) Previous issue date: 2013 / Resumo: O objetivo deste trabalho é de estudar comparativamente as redes de transportes de pagamentos por cartão eletrônico em três redes de abastecimento em meios eletrônicos de pagamento: no Brasil, na Inglaterra e nos Estados Unidos da América. Os casos Brasileiro, Britânico e Americano foram selecionados por claramente configurarem diferentes níveis de maturidade de compartilhamento das vias de transporte, chamado no setor por Interoperabilidade. O meio de pagamento via cartão de crédito, débito e "charge" revolucionaram o modelo de pagamento por produtos e serviços. No modelo econômico moderno é raro encontrar alguma loja que não aceite cartões como meios de pagamento. Outra revolução comportamental resultante do meio de pagamento por cartão é caracterizada pela diferença na sincronia entre o pagamento por produtos e serviços e a quitação dos mesmos débitos. Nesse contexto o desenvolvimento de meios eletrônicos de pagamentos alterou tanto a procura como a oferta de produtos e serviços na medida em que, entre outras características, possibilita que as pessoas tomem mais créditos pelo encorajamento de financiar suas despesas no tempo. Usualmente na literatura este assunto é tratado através de uma base econômica, sob a perspectiva de segurança na transferência de dados e infraestrutura física de tecnologia de informação. No entanto, os padrões de serviço de oferta e a demanda por meio eletrônico de pagamento são influenciados pelo comportamento dos seus clientes, pela maturidade do mercado em que estão inseridos e por questões de regulação governamental. Valendo-se do método de estudos de casos prospectivos para analisar os fluxos de transportes de pagamento por cartão eletrônico este estudo busca analisar as mudanças nos padrões de oferta e demanda do serviço, provocado pela alteração na regulamentação do setor que se abriu para modelo concorrencial em 2010. Através do desenvolvimento de conteúdo teórico a prático sobre transporte de pagamentos por cartão eletrônico esta dissertação busca contribuir para um maior entendimento das cadeias logísticas sob as perspectivas de abastecimento logístico e de oferta e demanda de serviços / Abstract: The aim of this work is to study the transport flows of electronic payments by card in three supply networks in electronic means of payment: in Brazil, England and the United States of America. The Brazilian, British and American cases were selected by clearly configure different levels of maturity of sharing of transport flows, called in the industry for interoperability. The means of payment via credit card, debit, and "charge" revolutionized the model of payment for products and services. In modern economic model is rare to find a shop that does not accept cards as means of payment. Other behavioral revolution resulting from the means of payment by card is characterized by difference in synchrony between the payment for products and services and the discharge of the same charges. In this context, the development of electronic payments has changed both the demand and supply of products and services to the extent that, among other characteristics, enables people to take more credits by encouragement to finance its expenditure in time. Usually in literature this subject is dealt with by means of an economic base, from the perspective of security of data transfer and physical infrastructure of information technology. However, the Standards of service provision and the demand for electronic means of payment are influenced by the behavior of their customers, for the maturity of the market in which they are inserted and by issues of government regulation. Using the method of studies of prospective cases to analyze the transport flows of payment by e-card this study seeks to analyze the changes in the patterns of supply and demand for the service, caused by the change in the regulation of the sector that has opened to competition model in 2010. Through the development of theoretical content to practical on transport of payments by e-card this dissertation aims to contribute to a greater understanding of the logistics chains under the prospects of supply logistics and supply and demand for services / Mestrado / Transportes / Mestra em Engenharia Civil

The treatment of financial services under the VAT has been one of the most contentious VAT issues since the origin of the VAT. Due to theoretical and measurement complexities, most countries opt to exempt financial services under the VAT. Exemption is the cause of all the controversy. Exempting supplies under the VAT compromises one of the corner-stones of the VAT – neutrality. South Africa is one of many countries that exempts most financial services under VAT. Credit card suppliers in South Africa offer a bundle of financial services comprising fee-based-charges and interest earned. The credit card user is usually only charged for the interest. Interest is an exempt supply under VAT. This gives rise to many distortions for South African credit card users and financial intermediaries. Exhaustive research has been conducted on the treatment of financial services under the VAT around the world. This study only focusses on the VAT treatment of interest margins of credit cards in South Africa. Firstly, it was determined that credit card offerings in South Africa include bundled offerings which is impractical to separate on a transaction-for-for transaction-basis due to valuation complexities and market conditions. Secondly, it was determined that VAT doesn’t play a major role in credit card suppliers’ decision on how offerings are structured. It is mostly guided by the competition and legislation. Thirdly, it was determined that administrative burden and compliance cost caused by apportionment in South Africa is highly underplayed in the literature. Lastly, it was proposed that full taxation of all financial services with implicit charges at a lower rate or full taxation of fee-based charges with exemption of financial services with a partial input recovery, to be the best alternatives for South Africa to consider to tax financial services under VAT. / Dissertation (MCom)--University of Pretoria, 2013. / am2014 / Taxation / unrestricted

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by Chow Sau Shing, Leung Lai Man. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2001. / Includes bibliographical references (leaves 58-59). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF FIGURES --- p.v / LIST OF TABLES --- p.vi / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter I.I --- Objective --- p.2 / Chapter I.II --- Literature Review --- p.2 / Chapter I.III --- Background --- p.2 / Chapter I.III.I --- Credit Card Business Model --- p.2 / Chapter I.III.II --- Common Types of Credit Card --- p.5 / Chapter I.IV --- Methodology --- p.6 / Chapter I.IV.I --- Part 1: Customer Segmentation --- p.6 / Chapter I.IV.II --- Part 2: Customer Need Identification --- p.8 / Chapter I.IV.III --- Part 3: Customer Satisfaction --- p.10 / Chapter I.IV.IV --- Part 4: Case Studies on Market Competition --- p.11 / Chapter II. --- CUSTOMER SEGMENTATION --- p.12 / Chapter II.I --- Forming the Clusters --- p.12 / Chapter II.II --- Verifying the Cluster Size --- p.13 / Chapter II.III --- Analyzing the Clusters --- p.17 / Chapter II.III.I --- "Group 1: Low-spending, High-loyalty" --- p.18 / Chapter II.III.II --- "Group 2: High-spending, High-loyalty" --- p.18 / Chapter II.III.III --- "Group 3: Middle-spending, Low-loyalty" --- p.18 / Chapter III. --- CUSTOMER NEED INDENTIFICATION --- p.19 / Chapter III.I --- Selection Criteria Comparison by Ranking --- p.19 / Chapter III.I.I --- Similarly --- p.21 / Chapter III.I.II --- Differences --- p.22 / Chapter III.II --- Selection Criteria Comparison by Absolute Value --- p.23 / Chapter IV. --- CUSTOMER SATISFACTION --- p.26 / Chapter IV.I --- "Group 1: Low-spending, High-loyalty" --- p.27 / Chapter IV.II --- "Group 2: High-spending, High-loyalty" --- p.28 / Chapter IV.III --- "Group 3: Middle-spending, Low-loyalty" --- p.29 / Chapter IV.IV --- Overall Comparison and Discussion --- p.30 / Chapter V. --- CASE STUDIES ON MARKET COMPETITION --- p.32 / Chapter V.I --- Credit Card Market Shares --- p.32 / Chapter V.I.I --- "Group 1: Low-spending, High-loyalty" --- p.33 / Chapter V.I.II --- "Group 2: High-spending, High-loyalty" --- p.34 / Chapter V.I.III --- "Group 3: Middle-spending, Low-loyalty" --- p.36 / Chapter V.II --- Analysis of Major Players --- p.37 / Chapter V.II.I --- HSBC --- p.38 / Chapter V.II.II --- Hang Seng Bank --- p.41 / Chapter V.II.III --- Chase Manhattan --- p.43 / Chapter V.II.III --- Overall Comparison --- p.44 / Chapter VI. --- CONCLUSION --- p.46 / APPENDIX --- p.47 / BIBLIOGRAPHY --- p.58