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...

Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in Journal of Information, Communication & Ethics in Society, published by and copyright Emerald Group Publishing Ltd.

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...

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...

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Journal of Consumer Marketing, published by and copyright Emerald Group Publishing Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Business Process Management Journal, published by and copyright Emerald Group Publishing Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in International Journal of Retail & Distribution Management, published by and copyright Emerald Group Publishing Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in British Food Journal, published by and copyright Emerald Group Publishing Ltd.

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