This study analyzes the role of relationship marketing investments for organizations in establishing relations with donors, through the mediating variables of trust, relationship commitment and donor's gratitude. Relationship investment and efforts made by organizations to establish...

Amidst increasing competition and deregulation, retail banks are looking for ways to differentiate their services in the eyes of their customers and to attain high levels of customer satisfaction and loyalty. Due to the high customer welfare implications of financial services and the significant...

The main objective of this research is to identify and validate the factors that significantly influence customer loyalty during the complaint handling process in Egypt. The literature alludes to the effect of perceived justice of the complaint handling process on customer satisfaction and...

The price discrimination literature typically makes the assumption of no consumer arbitrage. This assumption is increasingly violated in the digital economy, where coupons are traded with increased frequency online. In this paper, we analyze the welfare impacts of coupon trading using a modified...

This research evaluates the market of portfolio stamps in relation to the Mass Customization's (MC) Customer benefits. The basic perceived customer benefits using CPVT model (Merle et al. 2010) are identified. The observations are set to understand this business issue in relation to the...

Customer relationship management is one of the main facets to develop customer's loyalty. Therefore, this research has purpose to know the influence of customer relationship management which has 3 indicators such as human resource, process, and technology to customer's loyalty as dependent...

We introduce a novel stochastic control model for the problem of a service firm interacting over time with one of its customers. The firm has two service modes available, which differ in their expected reward rates as well as their volatilities (risk). The firm's objective is to maximize the...

We study the impact of launching a non-tiered customer loyalty program on consumers' spending per visit, frequency of visits and attrition rates, as well as the overall customer value. We demonstrate these results both through descriptive difference-in-difference regressions as well as through a...

Given the unprecedented reach of social media, firms are increasingly relying on social media as a channel for marketing communication. The objective of this study is to examine the effect of firm generated content (FGC) in social media on three key customer metrics, spending, cross-buying and...

This research explores the impact of service satisfaction, relational satisfaction, price satisfaction, and commitment on customer loyalty in logistics outsourcing relationships in Indian scenario. 254 users of logistics services from India were selected for investigating the potential linkages...