Article contribution is to present in compound form results of survey about CRM systems performance, with orientation to exploitation of CRM software solutions, their assets towards development of relationships with customers and impact on company economic results. We state, how perceive CRM...

Currently, there is worldwide overcapacity in the industry - and this has forced manufacturers to contain and even reduce costs. Globalization makes it possible to use the world best improvement techniques in order to reduce costs and satisfy customer.

This paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts. Ensuring survival of the service organisation in the long run requires adaptations which...

The paper examines the nonlinearity and asymmetry between the satisfaction with individual attributes of the service and overall satisfaction in the context of passenger car servicing in Slovenia. The data set that was analysed was acquired from a regular survey on customer satisfaction with...

Intangible resources, or intellectual capital, are currently known to be the drivers of economic growth. Today's society is known as the knowledge-based society. Knowledge is the main strategic resource that is capable in itself of generating new knowledge. Therefore, intangible resources have...

The present study aimed at investigating the impact of internet banking on the customer satisfaction level in banking sector of Nigeria. A structured questionnaire was used to collect data from a sample of Ninety (90) customers of different banks in Nigeria. Data collected were analyzed using...

Customer satisfaction is one of the most important concepts in economic research literature, having been the focus of countless studies. However, as economic knowledge enhances, there is a need for defining new concepts related to satisfaction, which place emphasis on different aspects: customer...

Swedish public transport organizations have set an objective to double usage of the public transport during the next coming five years. This study attempts to investigate if the current ticket solutions support the goal of the public transport companies, and if the available mobile phone...

This study explores the determinants of customer loyalty in the Korean mobile telecommunications market with the emphasis on customer satisfaction and switching costs as major predictors of customer loyalty. South Korea has now become one of the world's most leading mobile service markets with...

Purpose –The purpose of this article is to examine whether the design of chief executive officer (CEO) compensation generates incentives to engage in managerial behavior that enhances customer satisfaction and whether these incentives, in turn, lead to higher firm value....