Customers are always been important for the business. With the high rate of competition in every market, it is critical to retain the customer/ loyal customers. The purpose of the paper is to highlight how short term actions with bit compromise with the profit will turn into long term customer loyalty and hence long term benefit. In this paper we will be focusing on understanding the customer r...

Despite significant recent research attention to service failures and service recovery, few efforts investigate preemptive strategies as a means to avoid service failures. Drawing on equity theory, we introduce the concept of conflict handling, which refers to a service firm’s capability to anticipate and equitably resolve conflicts in service interactions. In a survey of two service contexts i...

Loyalty program is a marketing effort by the merchant to keep customers loyal to their stores. It tries to keep track of the purchasing-behavior of a customer by recording customer’s purchase information, including his credit card number, as a key identifier to the customer. While it may benefit the customer, the drawback is that the privacy of the customer is intruded. If the customer is using...

There is a dearth of studies pertaining to the influence of SERVPERF on customer satisfaction and customer loyalty among low cost and full service airlines. Prior studies have measured service quality using the GAP-5 model with SERVQUAL; however this study offers a new perspective by using the SERVPERF with an SEM–artificial-neural-networks predictive analytic approach. This is different from t...

The rapid growth of Internet shopping has led to increasing interest in how to inspire customer e-loyalty and e-satisfaction in Malaysia. By using TAM and TRA as the theoretical base, this study aims to investigate the impact of perceived usefulness, perceived ease of use and perceived enjoyment on customer e-loyalty and e-satisfaction. SPSS and SmartPLS (M3) are used as the main analytical too...

T paper examines the effects of information and communication technology (ICT) service innovation and its complementary strategies on brand equity and customer loyalty toward ICT service providers. We draw from research on brand equity and customer loyalty, ICT innovation management, and strategy complementarity to propose a model that includes new constructs representing ICT service innovation...

Panel cointegration analysis is used to examine the links between customer satisfaction and its antecedents as well as satisfaction and consumer voice and loyalty for four firms in the limited service restaurant sector. The results suggest satisfaction and perceived value continually move to maintain a stable balance between perceived quality, expectations, perceived value, and satisfaction. Lo...

The objective of this paper is to identify the impact of service quality on customer relationship management and customer loyalty in the Indian telecom sector. Service quality has been considered as independent variable whereas customer relationship management and customer loyalty were considered as dependent variable. Five antecedents of service quality have been considered in this study viz. ...

A network effect exists in many industries (e.g., newspaper publishing, media, software) in which a seller sells both a primary and a secondary product (e.g., a newspaper publisher sells newspapers to readers and advertising space to advertisers), and the value of the secondary product depends on the size of the user base of the primary product. This paper examines the competitive implications ...