A Systems Perspective on Customer Segmentation as a Strategic Tool for Sustainable Development Within Slovakia’s Postal Market
Artykuł w czasopiśmie
MNiSW
40
Lista 2024
| Status: | |
| Autorzy: | Madleňák Radovan, Droździel Paweł, Zysińska Małgorzata, Madleňáková Lucia |
| Dyscypliny: | |
| Aby zobaczyć szczegóły należy się zalogować. | |
| Rok wydania: | 2025 |
| Wersja dokumentu: | Elektroniczna |
| Język: | angielski |
| Numer czasopisma: | 8 |
| Wolumen/Tom: | 18 |
| Numer artykułu: | 701 |
| Strony: | 1 - 27 |
| Impact Factor: | 3,1 |
| Web of Science® Times Cited: | 0 |
| Scopus® Cytowania: | 0 |
| Bazy: | Web of Science | Scopus |
| Efekt badań statutowych | NIE |
| Materiał konferencyjny: | NIE |
| Publikacja OA: | TAK |
| Licencja: | |
| Sposób udostępnienia: | Witryna wydawcy |
| Wersja tekstu: | Ostateczna wersja opublikowana |
| Czas opublikowania: | W momencie opublikowania |
| Data opublikowania w OA: | 15 sierpnia 2025 |
| Abstrakty: | angielski |
| Customer segmentation is a foundation of Customer Relationship Management (CRM) and is widely regarded as a key to business development success. As the principles of sustainable development become increasingly central to business strategy, it is necessary that social, environmental, and economic considerations be incorporated into customer segmentation—even in regulated markets such as the postal market. The article develops and applies a three-dimensional (3D) segmentation model of business customers in the Slovak postal market, utilizing cluster analysis within STATISTICA analytical software for operationalization of the segmentation criteria. The 3D model reacts to the three pillars of sustainable development and is verified under real conditions at Slovak Post, plc. By adopting a systems perspective, the research places customer segmentation as an integral component of the entire socio-technical system, emphasizing the interrelatedness of organizational, social, and environmental considerations. The study illustrates how a systems-based approach to segmentation enables postal operators to uncover key customer segments, optimize resource allocation, and support competitiveness and sustainability goals. The practical applicability of the model is illustrated by its potential for application in other regulated service industries, providing a solid framework for sustainable customer management and strategic decision-making in complex environments. The research underscores the critical role of systems thinking in addressing the complex challenges of sustainable development in regulated industries. |
