Customer Relationship Management (CRM) and Knowledge Management (KM) have become especial and strategic keys in the current competitive environment for all companies.  The critical role of KM as the main determinant of the success of CRM has been the focal point of the previous researches; the present paper aimed at studying the impact of different KM factors- such as Customer Knowledge (CK), S...

While the focus of electronic commerce has often been on “dot coms” or pure Internet based companies, a major transformation is under way in many traditional “bricks-and-mortar” organizations. The latter are investing heavily in Internet based technologies and applications in order to attain new heights of efficiency, productivity and business value. While anecdotes in the business press sugges...

This study aims to determine the influence of Customer-centric Corporate Social Responsibility (CSR) within scope Islamic Ethics on Company Values. In addition, this also examines role customer satisfaction mediation and financial performance towards CSR with company values tests for performance. The sample used is Commercial Banks registered BI specified criteria. data was processed using smar...

Service innovation is increasingly being recognized as an important strategy for firms to sustain competitive advantage. The interconnectivity and interactivity afforded through information technologies (IT) has transformed how new services are created, delivered, and experienced. With the newness of the phenomenon and the lack of understanding, information systems (IS) research examining the i...

Cross-docking is a new warehousing policy in logistics which is widely used all over the world and attracts many researchers attention to study about in last decade. In the literature, economic aspects has been often studied, while one of the most significant factors for being successful in the competitive global market is improving quality of customer servicing and focusing on customer satisfa...

This article is aimed at identifying few selected service quality variables that impacted the organization performance in Malaysian Public Sector. The results of this study highlighted the close association between the service quality and the organization performance which confirmed that investments in quality should indeed resulted in better performance. The service quality variables that were...

Article history: Received 1 March 2008 Received in revised form 1 August 2008 Accepted 1 October 2008 This study assesses how customer value affects a firm's market orientation and consequently, competitive advantage and organizational performance in a service industry— the global hotel industry. The findings show that if a firm perceives its customers as valuing service, the firm is more likel...

This study took the service provider’s perspective to investigate the connections among customers’ positive and negative mood states and employees’ mood, emotional labor perception, and service performance. It also examined the impact of self-monitoring and social support on these connections. We used questionnaires to survey 314 customer contact employees. We found that customer mood did affec...

background and objectives: the increasing pressure on health systems to improve quality of health care,require them to develop novel conceptual framework and indices aimed at evaluating decision variables in the contemporary complex community. customer quality is a newly introduced concept addressing capability of patients in contribution to healthcare process and cooperation with healthcare pr...

This paper provides a critical perspective on entrepreneurial characteristics and gives an input to the discussion on the influence of entrepreneurial leadership, communication skills, determination and motivation on sales and customer satisfaction. It also presents the findings from an empirical study examining the structural effect of these four entrepreneurial characteristics on performance....