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The impact of customer loyalty management on a two-sided market: The case of the newspaper industry

Nti-Karikari, Akwasi LU (2012) ENTN39 20121
Department of Business Administration
Abstract (Swedish)
This paper intends to investigate the impact of the two-sided market effect with nearby theories, the importance of customer loyalty and customer relationship management in the newspaper industry. It takes its theoretical references from academic research literature and interviews with the focus on customer loyalty and customer relationship management in the two-sided market environment.

The results where developed with the use of interviews carried out at Helsingborgs Dagblad for primary research, which also is the case company. Secondary research consists of relevant literature and work on the topic of customer loyalty, customer relationship management ant two-sided market effect.

The results show that customer loyalty is extremely... (More)
This paper intends to investigate the impact of the two-sided market effect with nearby theories, the importance of customer loyalty and customer relationship management in the newspaper industry. It takes its theoretical references from academic research literature and interviews with the focus on customer loyalty and customer relationship management in the two-sided market environment.

The results where developed with the use of interviews carried out at Helsingborgs Dagblad for primary research, which also is the case company. Secondary research consists of relevant literature and work on the topic of customer loyalty, customer relationship management ant two-sided market effect.

The results show that customer loyalty is extremely important and hard to maintain in a market where you have two separate types of customers with different demands working with the same product. Further more, customer relationship management is important in an industry where the two main costumers are looking at new sources for advertising and news. (Less)
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author
Nti-Karikari, Akwasi LU
supervisor
organization
course
ENTN39 20121
year
type
H1 - Master's Degree (One Year)
subject
keywords
Helsingborgs Dagblad, newspaper industry, two-sided market, cross-market, network externalities, customer relationship management, customer loyalty
language
English
id
2971297
date added to LUP
2014-10-22 15:24:55
date last changed
2014-10-22 15:24:55
@misc{2971297,
  abstract     = {This paper intends to investigate the impact of the two-sided market effect with nearby theories, the importance of customer loyalty and customer relationship management in the newspaper industry. It takes its theoretical references from academic research literature and interviews with the focus on customer loyalty and customer relationship management in the two-sided market environment.

The results where developed with the use of interviews carried out at Helsingborgs Dagblad for primary research, which also is the case company. Secondary research consists of relevant literature and work on the topic of customer loyalty, customer relationship management ant two-sided market effect.

The results show that customer loyalty is extremely important and hard to maintain in a market where you have two separate types of customers with different demands working with the same product. Further more, customer relationship management is important in an industry where the two main costumers are looking at new sources for advertising and news.},
  author       = {Nti-Karikari, Akwasi},
  keyword      = {Helsingborgs Dagblad,newspaper industry,two-sided market,cross-market,network externalities,customer relationship management,customer loyalty},
  language     = {eng},
  note         = {Student Paper},
  title        = {The impact of customer loyalty management on a two-sided market: The case of the newspaper industry},
  year         = {2012},
}