Owing to the sharp refocus among Taiwanese companies away from a product-centric approach towards a customer-centric approach, many companies have invested heavily in customer relationship management (CRM) systems. The purpose of this paper is to investigate whether such an investment generates...

ENGLISH ABSTRACT: Loyalty programmes have become very popular over the last 10 years and manybusinesses have chosen to implement such programmes to support their marketingstrategies. Fundamental to the functioning and success of such loyalty programmesis the ability to gather, process, analyse...

The extent to which service quality is linked to satisfaction, value and behavioural outcomes continues to be debated in the literature. This research investigated two models involving the linkages between service quality, satisfaction, perceived value, repurchase intention and willingness to...

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are...

Die Bedeutung der Kundenkenntnis für den Markterfolg der Anbieter ist unbestritten. Dennoch wissen wir wenig darüber, wie gut die Anbieter ihre Kunden kennen. Dies gilt auch für den Handel. Deshalb befasst sich die hier vorgelegte Publikation mit der Ausprägung der Kundenkenntnis im Handel,...

Since relationship marketing re-emerged as an approach to marketing, the conceptwas met with a great deal of interest. This interest resulted in relationship marketingbeing researched extensively, whilst businesses started to look for ways to buildrelationships with their clients. Relationships...

Customer Relationship Management (CRM) is not a new topic, but the advent of technologybased CRM solutions has enabled companies to deal better on an individual level andmore efficiently with their large customer base. Seeing the benefits of this competitiveadvantage many companies have...

In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a...

In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee...

A Thesis Submitted In Partial Fulfillment of the Requirements For the Degree of Master of Science-Psychology - Industrial/Organizational