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Submitted By beoulinh1991
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In the past, there is only one way marketing communication called Lavidge and Steiner Model (1961) models applied to plan and conduct company marketing strategies . Schultz & Schultz (2004) reported that, out-bound distribution of messages and incentives were two main factor relied by marketers to attract the customers. In this one-way communications, companies focus on developed messages , selected distribution forms and incentives and sent it through traditional ways such as broadcast , print media and television on mass or directed to targeted groups of people , which help marketers control easily and tightly manage about their products in a small area (Belch,Belch,Kerr and Powell, 2011) . On the other hand, the customer initiated marketing communication model by Duncan considers consumers as the most important role as the source or initiator of the message through their complaints, suggestions and requests to the organizations. After that, marketers could receive these messages and take actions to respond to the customers. By doing them, marketers would have more opportunities to improve the interaction with their customers in a more meaningful manner. In addition, the use of customer –initiated communications could help understand more about their customer behaviour and determine the environments influencing them.

According to Webber (2007), Internet is referred as the most important large-scale way to create significant two-way communication with their customers, which is highly relevant to Duncan model. As can be seen in modern society, the majority of people use internet to purchase, communicate with each other and collect information relating to their products. As a result, Schultz and Shultz (2004) argued that companies gradually have change their traditional marketing strategies to customer initiated communication for meeting their demands and

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