Zusammenfassung Gütesiegel sind ein Versuch, angebotene Wellnessleistungen transparenter und vergleichbarer zu machen und dem Kunden die Kaufentscheidung zu erleichtern. Der vorliegende Artikel stellt dar, welchen Nutzen Gütesiegel für touristische Anbieter von Wellnessleistungen haben....

Zusammenfassung Die Erlebnisorientierung der Kunden stellt auch die Tourismusbranche vor neue Herausforderungen. Der Beitrag beschäftigt sich mit der Bedeutung von Erlebnisqualität für eine Urlaubsreise und beantwortet die Forschungsfragen, wodurch sich Erlebnisqualität messen lässt und...

Zusammenfassung Sich ständig ändernde Kundenbedürfnisse und Anforderungen verlangen laufend nach technischen Innovationen und der Adaptierung bestehender Systeme. Mit diesem Artikel wird die neuartige Network Connected Disc (n-CD) −eine individualisierbare Disc mit implementierten...

Purpose – The purpose of this paper is to explore the impact of small business managers ' objectives and preferred methods of communicating on the communications aspect of accountants ' advisory relationship with small business. Through exploring and reporting on these issues, the paper seeks...

Purpose – The purpose of this study is to explore and assess the contribution of relationship marketing constructs namely trust, commitment, communication, and conflict handling to perceived quality of customer relationship and satisfaction in an Ethiopian mobile communications perspective....

Purpose – The purpose of this paper is to answer two research questions: does relationship marketing orientation (RMO) have an impact on customer satisfaction; and do the individual components of RMO have the same impact on customer satisfaction? Design/methodology/approach – The above...

Purpose – The purpose of this paper is to investigate the relationship between a company's customer‐related performance and its learning and growth capabilities. Design/methodology/approach – Four banks in Taiwan – Citibank, Chinatrust, Taipei Fubon Bank and Taiwan HSBC – have recently...

Purpose – The purpose of this paper is to propose a research model exploring the link between knowledge management processes and customer relationship management (CRM) performance. It seeks to answer two research questions: What are the effective drivers of knowledge management processes in...

Purpose The purpose of this study is to examine the relevance of academic research, in terms of the topic match, to commercial practise in information technology, using the case study of a large and very rapidly growing supplier that uses leading-edge management approaches, Salesforce.com....

Purpose – The purpose of this paper is to develop an understanding of the primary concerns of a customer when they use mobile banking services and identify factors that can be used for making better mobile customer relationship management (mobile CRM) services in banking....