Owing to the sharp refocus among Taiwanese companies away from a product-centric approach towards a customer-centric approach, many companies have invested heavily in customer relationship management (CRM) systems. The purpose of this paper is to investigate whether such an investment generates...

Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in Journal of Information, Communication & Ethics in Society, published by and copyright Emerald Group Publishing Ltd.

Purpose – Owing to the sharp refocus among Taiwanese companies away from a product-centric approach towards a customer-centric approach, many companies have invested heavily in customer relationship management (CRM) systems. The purpose of this paper is to investigate whether such an...

Purpose – This paper seeks to examine three evolutionary trends that are pushing the boundaries of loyalty marketing in 2006 and beyond. These trends incorporate the power of networks, the power of data, and the power of convergence. Design/methodology/approach – The paper thoroughly...

Purpose – The purpose of this paper is to study examples of emerging marketing trends like word‐of‐mouth and viral marketing, and attempt to determine their measurability in terms of return on investment (ROI). Design/methodology/approach – The study examines real life campaigns from...

Purpose – The purpose of this paper is to elucidate the pathways that can enhance pharmacy‐to‐customer engagements, and give capacity to build closely aligned customer interface systems. Design/methodology/approach – A nationwide, pharmacy and customer, dual survey‐based service value...

Purpose – Acquiring and retaining profitable customers are major concerns of a business. In this paper, the customers of the Restoration and Beauty Clinic of Iran University are segmented using three value types: current value, expected value, and loyalty in a case study to predict the...

Customer service management is the supply chain management process that represents the firm's face to the customer. The process is the key point of contact for administering product and service agreements (PSAs) developed by customer teams as part of the customer relationship management process....

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...