C to C Interaction Management
Two dealers of Harley-Davidson Japan who are remarkably different in terms of sales performance were selected and analyzed for a case study. It was found that these dealers were very different in their management of customer-to-customer (C2C) interactions. The high-performing dealer put into practic...
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Global Business Research Center
2017-02-01
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| Series: | Annals of Business Administrative Science |
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| Online Access: | https://www.jstage.jst.go.jp/article/abas/16/2/16_0170114a/_pdf/-char/en |
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doaj-59edadc2674342e6b3b6d38ef93324322021-03-21T09:18:58ZengGlobal Business Research CenterAnnals of Business Administrative Science1347-44641347-44562017-02-01162677610.7880/abas.0170114aabasC to C Interaction ManagementYoshiaki YAMASHIRO0Manufacturing Management Research Center, Graduate School of Economics, University of TokyoTwo dealers of Harley-Davidson Japan who are remarkably different in terms of sales performance were selected and analyzed for a case study. It was found that these dealers were very different in their management of customer-to-customer (C2C) interactions. The high-performing dealer put into practice the following aspects, which were not seen with respect to the low-performing dealer: (i) creating groups of customers in their customer community according to “new owner,” “intermediate,” and “advanced” groups; and (ii) sponsoring original events for each group. The customer vehicle replacement rate and sales performance rose not only for C2C interactions within groups for activities (i) and (ii) but also for C2C interactions between groups.https://www.jstage.jst.go.jp/article/abas/16/2/16_0170114a/_pdf/-char/enc to c interactioncustomer heterogeneitycustomer community |
| collection |
DOAJ |
| language |
English |
| format |
Article |
| sources |
DOAJ |
| author |
Yoshiaki YAMASHIRO |
| spellingShingle |
Yoshiaki YAMASHIRO C to C Interaction Management Annals of Business Administrative Science c to c interaction customer heterogeneity customer community |
| author_facet |
Yoshiaki YAMASHIRO |
| author_sort |
Yoshiaki YAMASHIRO |
| title |
C to C Interaction Management |
| title_short |
C to C Interaction Management |
| title_full |
C to C Interaction Management |
| title_fullStr |
C to C Interaction Management |
| title_full_unstemmed |
C to C Interaction Management |
| title_sort |
c to c interaction management |
| publisher |
Global Business Research Center |
| series |
Annals of Business Administrative Science |
| issn |
1347-4464 1347-4456 |
| publishDate |
2017-02-01 |
| description |
Two dealers of Harley-Davidson Japan who are remarkably different in terms of sales performance were selected and analyzed for a case study. It was found that these dealers were very different in their management of customer-to-customer (C2C) interactions. The high-performing dealer put into practice the following aspects, which were not seen with respect to the low-performing dealer: (i) creating groups of customers in their customer community according to “new owner,” “intermediate,” and “advanced” groups; and (ii) sponsoring original events for each group. The customer vehicle replacement rate and sales performance rose not only for C2C interactions within groups for activities (i) and (ii) but also for C2C interactions between groups. |
| topic |
c to c interaction customer heterogeneity customer community |
| url |
https://www.jstage.jst.go.jp/article/abas/16/2/16_0170114a/_pdf/-char/en |
| work_keys_str_mv |
AT yoshiakiyamashiro ctocinteractionmanagement |
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