Purpose – The purpose of this conceptual paper is to show how a company can improve the interface by treating employees as customers and customers as employees. Design/methodology/approach – This article presents a conceptual model (reinforced with a review of extant literature and numerous...

Purpose – This paper seeks to explore customer‐perceived relationship quality in a B2B setting, and to propose a conceptual model for this construct. Design/methodology/approach – An instrumental single case study design is adopted, and Eisenhardt's case study method for theory development...

Purpose – This paper aims to explore the different forms of other customers' influence in various service settings. Design/methodology/approach – The critical incident technique (CIT) method was used to collect and analyze the data. A total of 142 critical incidents involving other...

Purpose – The purpose of this paper is to establish an integrated model of a service‐delivery system, customer relationship management (CRM), and customer satisfaction evaluation. The strategic objectives, such as the pursuit of key performances, the retention of customers, the provision of...

Purpose – The IBM Institute for Business Value recently surveyed nearly 500 customer relationship management executives – across roles, industries and management responsibilities – in 66 countries. The goal was to assess the current state of marketing, sales and service and to document how...

Purpose – This paper aims to investigate how small/medium hospitality (SMH) firms set preferences for knowledge transfer relating to customer service improvement activities, through a determination of the most valued activities, preferred forms of media delivery and why best practice choice is...

Purpose – The paper proposes to evaluate the need for knowledge management in a call centre for improving quality of customer services, by addressing the issues specifically relating to information and knowledge management. Design/methodology/approach – Methodology adopted in this research...

Purpose – This paper aims to integrate the knowledge management and marketing literatures to examine the relationships between knowledge management (KM) practices during a service exchange and customers' satisfaction and behavioral intentions. Design/methodology/approach – Data were...

Purpose – The present paper aims to propose a measurement scale of the customer knowledge enabled innovation (CKEI) capability. Design/methodology/approach – Data were generated on the basis of in‐depth interviews with managers and was analysed using the “Sphinx” software. Findings –...

ENGLISH ABSTRACT: Loyalty programmes have become very popular over the last 10 years and manybusinesses have chosen to implement such programmes to support their marketingstrategies. Fundamental to the functioning and success of such loyalty programmesis the ability to gather, process, analyse...