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...

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...

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...

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...

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...

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...

The paper analysis the main criteria for successful self service technologies. Self service technologies are changing the way customers interact with companies. As a result, a lot of firms are developing innovative self service technologies with hope that their customers are satisfied. In order...