„… in-surance industry, with a growing number of in-surers adopting the customer-oriented man-agement approach …” „… adecision-making tool to prioritize investmentsand activities regarding customer experiencemanagement. In a second …” „… , customer experience manage-ment (CEM) plays a crucial role in this respect, as thefirm-wide management …”

„… amerikanischer Bürger, die Martin Luther King 1963 hielt und die in dem berühmten Satz gipfelte: «I have a Dream …” „… Lifetime of Shooting» Waðenkult in der Werbung der Winchester Repeating Arms Company aus dem Jahr 1957 Der …” „… upon a Time in the West (Spiel mir das Lied vom Tod). Nicht zuletzt sind Wyoming und Montana das Gebiet …”

„… Rezension von J. A. Straus, CdE 80, 2005, 345. 3 M. Lichtheim, The Naucratis Stela once again, Studies in …” „… authors and going down to A.D. 650 would have allowed the inclusion of important references in patristic …” „… writers such as Jerome or Gregory of Nazianzus, as well as in a variety of Late Latin medical authors, and …”

„… (NBD) modeland customers’ lifetimes by a Pareto model. They justifythese assumptions in detail and …” „… (unobserved) lifetime of a customer X(t) random variable for the number of purchases in an interval of length …” „… naı¨ve forecast in the sense thatit is based on the assumption of an unlimited lifetime;ENBD(Y(T,T + t …”

„… 32007 146, E-Mail:fjacob@escp.eu.*Corresponding authorA Value-in-Use-Oriented Sales Approach for …” „… relationship. The re-sults shed light on a value-in-use-orientedsales approach for digital services that is …” „… cur-rently implemented in the technology industry.The theoretical contributions include a holisticperspective …”