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Customer knowledge management, trust, commitment and customer lifetime value in islamic insurance industry

Abu Hassan, Lailatul Faizah and Wan Jusoh, Wan Jamaliah and Hamid, Zarinah (2012) Customer knowledge management, trust, commitment and customer lifetime value in islamic insurance industry. In: 2012 Global Marketing Conference at Seoul, 19 - 22 July 2012, Seoul, Republic of Korea.

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Abstract

This study is to examine the influence of customer knowledge management on customer lifetime value in the Islamic insurance industry. A research framework is proposed to determine the relations between customer knowledge management, trust, commitment and customer lifetime value. The population of the study will consist of customers who have subscribed to the Islamic insurance products and services. Four main regions in Malaysia namely North, South, East and Central will be selected as a study setting for this study. Structural Equation Modeling will be applied to test the constructs’ relationships. It is expected that findings from this study will contribute to the existing literature to both theoretical and managerial approaches in order to better understand the pattern of customer knowledge management and customer lifetime value, especially in Islamic insurance industry settings.

Item Type: Conference or Workshop Item (Full Paper)
Additional Information: 163/27514
Uncontrolled Keywords: customer knowledge, trust, commitment, Islamic insurance, structural equation modeling
Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5410 Marketing. Distribution of products
Kulliyyahs/Centres/Divisions/Institutes: Kulliyyah of Economics and Management Sciences
Depositing User: Dr Wan Jamaliah Wan Jusoh
Date Deposited: 29 Dec 2012 12:34
Last Modified: 29 Dec 2012 12:34
URI: http://irep.iium.edu.my/id/eprint/27514

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