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...

Customer support, such as equipment maintenance and repair, is an essentialelement in the successful marketing of a wide range of products, from computersystems to domestic appliances. Consequently, companies need to establish andmaintain appropriate channels for high-quality customer support;...

Understanding the contribution of marketing to economic and social outcomes is fundamental to broadening the focus of marketing. The authors develop a comprehensive model that integrates the impact of service quality and service satisfaction on both economic and societal outcomes. The model is...

This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the...

The Marketing literature has shown how difficult it is to profile market segments derived with finite mixture models, especially using traditional descriptor variables (e.g., demographics). Such profiling is critical for the proper implementation of segmentation strategy. We propose a new finite...

The South African banking landscape has been characterized by changes sincethe late 1990’s. Within this environment this priority banking arena has alsobecome highly competitive and this is driven by a limited n umber of availablepriority banking clients. The ability to innovate is seen as a...