Purpose – The purpose of this research is to examine the role of accounting numbers in one organisation's attempts to enact and calculate customer intimacy, given renewed interest in organisation-customer relationships. Design/methodology/approach – The paper utilises actor-network theory in...

Purpose – 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...

Purpose - This paper aims to examine customer switching behaviour in Greek banking services. More specifically it aims to investigate predictors of churn behaviour as part of customer relationship management (CRM). Design/methodology/approach -The enhancement of existing relationships is of...

This study examines voluntary intellectual capital reporting (ICR) in annual reports of the top 30 companies listed in Cairo and Alexandria Stock Exchange (CASE) as well as eliciting the barriers that could hamper the development and implementation of ICR in an Egyptian setting. The study...

Purpose – The purpose of this paper is to evaluate the effectiveness of one of accounting practitioners' most widely-used client relations techniques. By evaluating the effectiveness of the newsletters that accountants provide to small business managers, the paper critically assesses their...

Purpose – The purpose of this paper is to measure the sensitivity of the banks' customers towards the adoption of Arabic terminology in the Islamic banking industry. Design/methodology/approach – A sample of 100 respondents who were mainly banks' clients was surveyed through personally...

Purpose – Much empirical evidence is in conflict with the expectations of the service-profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction and...

There is a natural tendency for stakeholder groups to try to influence the implementation of construction projects in line with their individual concerns and needs. This presents a challenge for construction project managers in analysing and managing these various concerns and needs in a...