Purpose – Within the emotional labor (EL) literature, the paper's aim is to test for additional scale distinctions in surface acting and deep acting, using a “difficult client” referent. Design/methodology/approach – Working with existing definitions and operationalizations across prior...

Purpose – The purpose of this paper is twofold: to examine to what extent the companies could adapt the corporate governance principles of the Capital Markets Board (CMB) to their own structures in terms of stakeholder relations; and second, to raise awareness of the deficiencies related to...

Purpose – Processes in customer relationship management (CRM) are classified as knowledge‐intensive processes. This paper seeks to provide a framework for knowledge management (KM) support of CRM processes and to show how this framework was applied in three action research cases....

Purpose – The purpose of this paper is to address two questions: what is the difference between relationship processes and purely product‐oriented processes? And to answer this question we should bear in mind what we mean by relationship, and why a customer is willing to establish and...

Purpose – To explore, through a case study approach, relationship and community development in online consumer communities. Design/methodology/approach – A case study‐based analysis of three organizations that are supporting online community creation and development is used as the basis...

Purpose – Efforts made in extant literature to link the components of customer relationship management (CRM) strategy to its implementation are insufficient. This paper aims to provide insights on the core components of CRM and the implementation of CRM strategy. Design/methodology/approach...

Purpose – The paper's aims are to estimate the size of the Italian market for mobile customer relationship management (mCRM) services and to try to evaluate some benefits that can be obtained through the use of mCRM applications by companies. Design/methodology/approach – The research...

Purpose – The purpose of this study is twofold. First, in order to guarantee a coherent discussion about mobile customer relationship management (mCRM), this paper presents a conceptualization of mCRM delineating its unique characteristics. Second, the authors develop the empirically grounded...

Purpose – The bursting of the e‐bubble affected expectations with regard to mobile initiatives and willingness to invest in them very negatively. Business managers request detailed and thorough analyses prior to engaging in mobile initiatives. The paper aims to present a method, with which...

Purpose – The paper aims to look at the development of a mobile information system for a tobacco wholesaler in the Baltic region, focusing on understanding the issues involved in deploying a new system into a traditionally operating work force in a transition economy....