Relationship marketing is in vogue. And why not? The new, increasingly efficient ways that companies have of understanding and responding to customers' needs and preferences seemingly allow them to build more meaningful connections with consumers than ever before. These connections promise to benefit the bottom line by reducing costs and increasing revenue. Unfortunately, a close look suggests ...

Companies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend this company to a friend? This finding is based on two years of research in which a variety of survey questions were tested by linking the responses with actu...

The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. Also, the move towards a customer-centred approach to marketing, coupled with the increasing availability of customer transaction data, has led to an interest in understanding and estimating customer lifetime value (CLV). There are several researches about the CLV formulas and calculating...

Although prior research has addressed the influence of corporate social responsibility (CSR) on perceived customer responses, it is not clear whether CSR affects market value of the firm. This study develops and tests a conceptual framework, which predicts that (1) customer satisfaction partially mediates the relationship between CSR and firm market value (i.e., Tobin’s q and stock return), (2)...

This paper presents the results of a six-year longitudinal survey of the web sites of S&P 500 companies. Using nine design and functional measures developed based on prior research, we find that S&P 500 companies have experienced significant transformation of their web presence, signified by the increasing levels of information and interactivity. We find a continuing trend toward increasing num...

This study aims to analyze: 1) the effect of market orientation on customer satisfaction. 2) service quality 3) loyalty. 4) influence 5) satisfaction 6) loyalty through 7) towards The sample this are 170 respondent; data collection use online-survey. analysis technique used is Structural Equation Modeling with AMOS. results show that: has a positive and significant an insignificant positive-sig...

Emergence of sophisticated technologies in IT industries has posed several challenges such as production of products using advanced technical process for instance Result Orientation Approach, Deployment, Assessment and Refinement (RADAR) in a dynamic and competitive environment. The key challenge for any engineer is therefore to develop process and products which ultimately lead towards total c...

Customer service is increasingly being recognized as a source of competitive advantage. Determining customer needs accurately, meeting and exceeding them in a consistent manner is the key to the effective customer service. Companies should adapt a strategic, proactive focus on customer service based on understanding logistics process and designing logistics system to meet their needs. This ...

Zheng Gu Ricardo Chi Sen Siu To investigate the labor force quality deficiency in the Macao casino industry, this study conducted a survey among Macao casino guests on their assessment of customer service. The mean scores of different service features were calculated and compared across casinos operated by different casino companies. Furthermore, different service features were examined for the...