TY  - JOUR
AB  - Purpose This study proposes a conceptual framework for analyzing customer management strategies and their effects on Internet-based platform performance based on a review of the relevant literature, and provides directions for future research.Design/methodology/approach A literature review of relevant research articles on customer management in platform firms was conducted.Findings First, a framework based on the market maker view of platform firms suggests customer acquisition, customer retention and customer governance are the main customer management subprocesses toward improving platform firm performance. Second, the most studied customer management strategies for each subprocess contribute to platform performance based on the mechanisms of building customer network, developing customer network effect and managing sustainable customer networks.Originality/value This study proposes a framework that identifies customer acquisition, customer retention and customer governance as three key customer management subprocesses in platform firms. It also summarizes the most studied customer management strategies/actions for each subprocess. With this analytical framework, it identifies underexplored key issues in customer management for further research.
VL  - 38
IS  - 7
SN  - 0263-4503
DO  - 10.1108/MIP-01-2020-0012
UR  - https://doi.org/10.1108/MIP-01-2020-0012
AU  - Yang Zhi
AU  - Diao Zihe
AU  - Kang Jun
PY  - 2020
Y1  - 2020/01/01
TI  - Customer management in Internet-based platform firms: review and future research directions
T2  - Marketing Intelligence & Planning
PB  - Emerald Publishing Limited
SP  - 957
EP  - 973
Y2  - 2024/09/18
ER  -