This paper argues that professional selling within the cuntext of a marketing c,,rricula in a business school should be described and practiced in a manner compatible with the marketing concept, which emphasizes satisfaction of consumers' needs. The paper looks at textbook approaches to sales presentations to determine their congruency with the marketing concept and buyer behavior. Analysis of ...

price fairness and price satisfaction is one the most important fields in pricing and also in customer satisfaction. in this research, first the dimensions of price fairness, price satisfaction, customer satisfaction, and customer loyalty are extracted from marketing literature, then five hypotheses are developed. in proposed model, price fairness has direct impact on price satisfaction, custom...

This paper explores the online customer experience (OCE) in relation to a utilitarian search for government provided business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of online customer support via social interaction during a customer’s online experience...

Organizations with effective customer complaints handling enjoy high level of customers` loyalty. Customers decide to continue with an organization according to its ability to offer what customers need and want. This study aims to understand how customer complaints are managed in the airline industry. A case study of Egyptair is used to achieve the research aim. Data are collected from customer...

Quality function deployment (QFD) is a systematic process for translating customer needs into engineering characteristics, and then communicating them throughout the enterprise in a way to ensure that details are quantified and controlled. The inherent fuzziness of relationships in QFD modeling justifies the use of fuzzy regression for estimating the relationships between both customer needs an...

Customer trust in suppliers becomes today one of the most important criteria for evaluating partners and establishing efficient supply chain partnerships. Decision makers need to assess this intangible criterion with regards to its influencing factors in order to integrate it in their decisional processes. In this paper, a customer trust index is designed as the trust level arising from the inf...

Developing product software is getting increasing attention from both academics and practitioners. Organizations are recognizing the benefits and importance of developing a product for a market. Also, several software companies that develop customer-specific software have identified a need to change to developing and selling product software. Since few studies are available in this domain, it i...

On online auction sites, bidders participate in auctions by bidding certain objects they want. Due to the existence of software-controlled bidders, i.e. robots, human bidders on the sites are becoming frustrated with their inability to win auctions, and therefore the core customer base of that site can be plummeting. In order to improve customer experience, platforms need to recognize robot bid...

Financial institutions need to meet rising sanctions compliance demands without disrupting customer service or incurring inordinate costs. While robust filtering technology is essential to managing compliance, the most cost-effective approach combines intelligent technology, people and processes while fostering self-learning and improvement in all three components. This white paper describes th...

We propose a method, e3-service, to reason about satisfying customer needs (problems stated by the consumer) by means of a bundle of multi-supplier service bundles (solutions from specific suppliers). The e3-service method represents customer needs, desired consequences by the customer, and the services that realize those consequences in a multi-perspective service catalogue. This catalogue is ...