The main purpose of CRM is to get to know the customer as well as possible, which can help a company to deliver better, more appropriate and higher added value to the customer. A strong connection with the customers is the key to their satisfaction, especially if this connection is attained...

According to the representative studies higher level of customers' perceived value leads to higher level of customer satisfaction, greater level of customer loyalty and to a greater success of organisation. Due to this, service providers have to recognize all important factors of customers'...

The study uses Structural Equation Modelling (LISREL 8.5) to compare four competing models of linkage between service quality, satisfaction, value and behavioural intentions of repurchase and recommendation in public sector bank context of India. The indirect effects model was selected due to...

We investigate the relation between customer satisfaction, customer servicing costs, and customer value in a financial services firm. We find that customer satisfaction is positively associated with future customer servicing costs, as well as with customer value. The relation between customer...

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...

Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this...

Nowadays, organisations that provide good customer service, gain a competitive advantage over organisations that do not. Customer service effectiveness is a critical measure of success for all organisations. This can be evaluated through customer feedbacks which tells about the organisation's...

Consumer responses to clearance sales, both in terms of consumer satisfaction with the decision process and in terms of subsequent store-choice behaviour, have been analysed in this paper through four controlled experiments conducted in Mexico in reference to consumer choice and...

This paper investigates the linkages among service quality, service provider image, customer expectations, perceived value, customer satisfaction and brand loyalty in a Dubai-based airline. Initially, the determinants of service quality were identified utilizing the SERVQUAL framework with some...

To use customer value and satisfaction data effectively, the company culture must embrace, support, and encourage customer value and satisfaction initiatives. The purpose of this article is to discuss the nature of a customer value and satisfaction culture and to model how best practice...