Purpose – The purpose of this paper is to consider the potential of an organisational orientation, namely the electronic marketing orientation (EMO) to address implementation issues in business-to-business (B2B) social media implementation. Previous research has demonstrated differences...

Purpose – This is a study that aims to explore a new conception of marketing management based on the analyses of the demand side in Japanese high‐tech industries. Currently, due to the rapid development of technologies, conventional marketing and management methodologies sometimes cannot...

Purpose – The main purpose of this paper is to review the related literature and propose a new decision‐support‐system (DSS) framework for marketing in the business‐to‐business (B2B) arena based on customer‐relationship management (CRM) and knowledge‐driven marketing to help...

Purpose – The concept of time is intrinsically linked to the conceptualization and empirical investigation of organizational processes such as customer relationship management (CRM). The purpose of this paper is to offer conceptual and methodological insights enabling the incorporation of...

Purpose – The objective of this paper is to point out the potentialities of customer relationship management (CRM) in the building of government reputation by raising key aspects of corporate reputation theory that can be strengthened by similar CRM strategic orientations and supported by the...

Purpose – This article seeks to develop a managerial model that will aid in the effective management of customer relations. This study explains in detail the concepts of satisfaction and delight; their antecedents and potential outcomes. Design/methodology/approach – An extensive review of...

Purpose – The purpose of this paper is to report on a study based around a commercial facilities management (FM) service provider's creation of an internal benchmark of how services for an acute hospital perform in terms of service quality. Design/methodology/approach – The paper presents...

Since the early 1990s research has been conducted in an attempt to establish a viable and reliable manner of measuring the intangible assets, also referred to as the intellectual capital, of companies. Several models have been devised, most of them using indicators to evaluate the intangible...