In many industries, customer retention is considered to be one of the prerequisites of a company’s profitability, while satisfying customer needs is usually regarded as the first step towards customer loyalty. Retention and loyalty are even more important in times of economic crisis when...

In many industries, customer retention is considered to be one of the prerequisites of a company’s profitability, while satisfying customer needs is usually regarded as the first step towards customer loyalty. Retention and loyalty are even more important in times of economic crisis when...

Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...

Customer oriented relationship marketing requires continuous and comprehensive identification and analysis of customer expectations, their translation into delivery of the products and services, and conduct of interaction with customers, in order to develop and maintain long term and...

Customer oriented relationship marketing requires continuous and comprehensive identification and analysis of customer expectations, their translation into delivery of the products and services, and conduct of interaction with customers, in order to develop and maintain long term and...

With the advancement of technology and growth in internet penetration, the banking sector has developed different channels to customer for their banking needs such as ATM, internet banking and tele-banking. Internet banking is based on the uses of the internet and mainly used in urban areas. It...

Compensation systems are an essential tool to link corporate goals such as customer orientation with individual and organisational performance. While some authors demonstrate the positive effects of incorporating nonfinancial measures into the compensation system empirically, companies have...