Mathematical Model for Determining Costs of Unsatisfied Customers of HoReCa Industry

Gheorghe Zaman, Nicoleta Valentina Florea, Constantin Aurelian Ionescu, Coman Marius (), Doina Constanta Mihai and Nicoleta Luminita Gudanescu Nicolau
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Nicoleta Valentina Florea: Valahia University of Târgovi?te, Targoviste, Romania
Constantin Aurelian Ionescu: Hyperion University of Bucharest, Bucharest, Romania
Doina Constanta Mihai: Valahia University of Târgovi?te, Targoviste, Romania
Nicoleta Luminita Gudanescu Nicolau: Romanian Academy, Institute of National Economy, Bucharest, Romania

The AMFITEATRU ECONOMIC journal, 2022, vol. 24, issue 59, 268

Abstract: Customer relationship management (CRM) plays an important role in ensuring the success of companies. Attracting and retaining valuable, satisfied, and loyal customers are important goals of CRM. The aim of the paper is to highlight the crucial role of the relationship between companies and their satisfied customers in achieving long-term performance. Using mathematical, relational, and accounting models, companies could answer the question posed by the research: “How do we reduce the costs of unsatisfied customers and how do we improve the relationship with customers?”. The research results show that by implementing these models, only 2 out of 10 restaurants have positive Net Promoter Score (NPS) and Customer Satisfaction Index (CSI), the costs related to unsatisfied customers being high for all other restaurants. The research results show the number of dissatisfied customers and a plan to turn them into satisfied customers and achieve superior performance. By knowing these issues in advance, companies can improve these relationships, increasing customer satisfaction and loyalty and thus improving their economic performance.

Keywords: Customer Relationship Management (CRM); Net Promoter Score (NPS); Customer Satisfaction Index (CSI); satisfied and loyal customers; costs related to dissatisfied customers; HoReCa (hotel; restaurant; and cafe industry) (search for similar items in EconPapers)
JEL-codes: C40 C55 M31 (search for similar items in EconPapers)
Date: 2022
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