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Role of customer capital in increasing business performance

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  • Petra Štamfestová

Abstract

The article deals with the relationship between customer capital and business performance because in recent years customer relationship management appears to be more and more current to ensure business´s long-term perspective. The aim of the theoretical part is to define the concept of customer capital from foreign literature and also to mention the possibility of its measurement and finally to synthesize the results of empirical studies about relationship between customer capital and business performance conducted in foreign literature and so to confirm or to refute the positive impact. The aim of the research is to verify the impact of customer capital on the performance in industrial enterprises in the Czech Republic and thus to provide executives information whether and which components of customer capital to manage for achieving a long-term business performance.

Suggested Citation

  • Petra Štamfestová, 2015. "Role of customer capital in increasing business performance," Ekonomika a Management, Prague University of Economics and Business, vol. 2015(1).
    • Handle: RePEc:prg:jnleam:v:2015:y:2015:i:1:id:245
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    References listed on IDEAS

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    1. Roberta Capello & Alessandra Faggian, 2005. "Collective Learning and Relational Capital in Local Innovation Processes," Regional Studies, Taylor & Francis Journals, vol. 39(1), pages 75-87.
    2. Ingemar Dierickx & Karel Cool, 1989. "Asset Stock Accumulation and Sustainability of Competitive Advantage," Management Science, INFORMS, vol. 35(12), pages 1504-1511, December.
    3. Ingemar Dierickx & Karel Cool, 1989. "Asset Stock Accumulation and the Sustainability of Competitive Advantage: Reply," Management Science, INFORMS, vol. 35(12), pages 1514-1514, December.
    4. Rose, Caspar & Thomsen, Steen, 2004. "The Impact of Corporate Reputation on Performance:: Some Danish Evidence," European Management Journal, Elsevier, vol. 22(2), pages 201-210, April.
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    More about this item

    Keywords

    nonfinancial indicators; nefinanční ukazatele; Performance; Intangible assets; Výkonnost; Nehmotná aktiva; Customer capital; Zákaznický kapitál;
    All these keywords.

    JEL classification:

    • G30 - Financial Economics - - Corporate Finance and Governance - - - General

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