Keyword: customer relationship management

Found 24 papers in total
Compositional Data Methods in Customer Survey Analysis
Compositional Data Methods in Customer Survey Analysis
2016,
Customer satisfaction is usually measured by questionnaires with statements scored on...
Role of CI enablers for improving the performance of manufacturing industry of Northern India
Role of CI enablers for improving the performance of manufacturing industry of Northern India
2014,
With the liberalisation and globalisation of today's economy, a lot of pressure has...
Exploring the role of supplier relationship management for sustainable operations: an OR perspective
Exploring the role of supplier relationship management for sustainable operations: an OR perspective
2014,
This paper provides a systems‐based approach to the exploration of the...
Positive and negative aspects of online community cultivation: Implications for online stores’ relationship management
Positive and negative aspects of online community cultivation: Implications for online stores’ relationship management
2012,
We investigated how online community building might affect the development of...
Energizing business transactions in virtual worlds: an empirical study of consumers’ purchasing behaviors
Energizing business transactions in virtual worlds: an empirical study of consumers’ purchasing behaviors
2013,
Virtual marketplaces for products and services have become major profit sources in...
The role of corporate agility and perceived price on the service quality ‐ customer satisfaction link: some preliminary evidence from the port industry
The role of corporate agility and perceived price on the service quality ‐ customer satisfaction link: some preliminary evidence from the port industry
2013,
The purpose of this study is to confirm the applicability of SERVQUAL scale in the...
The Effect of CRM Outsourcing on Shareholder Value: A Contingency Perspective
The Effect of CRM Outsourcing on Shareholder Value: A Contingency Perspective
2013,
One central business activity that companies increasingly outsource is the information...
The effects of supplier‐to‐buyer identification on operational performance–An empirical investigation of inter‐organizational identification in automotive relationships
The effects of supplier‐to‐buyer identification on operational performance–An empirical investigation of inter‐organizational identification in automotive relationships
2011,
Over the past decade conceptual and empirical research in operations management has...
Managing coopetition through horizontal supply chain relations: Linking dyadic and network levels of analysis
Managing coopetition through horizontal supply chain relations: Linking dyadic and network levels of analysis
2011,
A growing research stream has expanded the level of analysis beyond single...
The effects of quality management practices on customer satisfaction and innovation: a perspective from Jordan
The effects of quality management practices on customer satisfaction and innovation: a perspective from Jordan
2011,
This research examines the structural relationships between nine quality management...
The dark side of logistics outsourcing – Unraveling the potential risks leading to failed relationships
The dark side of logistics outsourcing – Unraveling the potential risks leading to failed relationships
2012,
We identify and empirically examine the potential risk factors and their structural...
Service innovation readiness: Dimensions and performance outcome
Service innovation readiness: Dimensions and performance outcome
2012,
This study proposes a higher‐order multidimensional construct of service...
Creating value for the business service buyer through modularity
Creating value for the business service buyer through modularity
2011,
The present study explores how modularity makes services visible and how it enables...
Self‐Service Technologies (SSTs): determinants of adoption and its post‐usage outcomes from a focal company perspective
Self‐Service Technologies (SSTs): determinants of adoption and its post‐usage outcomes from a focal company perspective
2011,
With the exponential rise of the technological advances, service firms adopt...
Assessing the relational benefits of logistics services perceived by manufacturers in supply chain
Assessing the relational benefits of logistics services perceived by manufacturers in supply chain
2011,
The growing importance of logistics activities that span the boundaries of supply...
A study on the antecedents of supplier commitment in support of logistics operations
A study on the antecedents of supplier commitment in support of logistics operations
2012,
Supplier inputs need to be delivered at the right time in the right quality and...
When Acquisition Spoils Retention: Direct Selling vs. Delegation Under CRM
When Acquisition Spoils Retention: Direct Selling vs. Delegation Under CRM
2011,
The widespread implementation of customer relationship management technologies in...
The effect of CRM process on organizational performance: The mediating role of customer equity driver
The effect of CRM process on organizational performance: The mediating role of customer equity driver
2010,
This article addresses how an organization's customer relationship management (CRM)...
Investigating the Strategic Influence of Customer and Employee Satisfaction on Firm Financial Performance
Investigating the Strategic Influence of Customer and Employee Satisfaction on Firm Financial Performance
2010,
The ability to demonstrate the impact of marketing action on firm financial...
A customer management dilemma: When is it profitable to reward one's own customers?
A customer management dilemma: When is it profitable to reward one's own customers?
2010,
This study attempts to answer a basic customer management dilemma facing firms: when...
Revenue management with strategic customers: Last-minute selling and opaque selling
Revenue management with strategic customers: Last-minute selling and opaque selling
2010,
Companies in a variety of industries (e.g., airlines, hotels, theaters) often use...
Social network analysis to analyze the purchase behavior of churning customers and loyal customers
Social network analysis to analyze the purchase behavior of churning customers and loyal customers
2009,
Customer retention has been a pressing issue for companies to get and maintain the...
The individual effects of total quality management on customers, people and society results and quality performance in SMEs
The individual effects of total quality management on customers, people and society results and quality performance in SMEs
2008,
The aim of this paper is to test the individual effects of total quality management...
Complaint management – forget customer satisfaction – improve the process
Complaint management – forget customer satisfaction – improve the process
2000,
It would appear that many organisations are losing out on the main benefits of...
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