The Cloud computing Software-as-a-Service (SaaS) model has changed the sales model for software providers. The SaaS model transforms the traditional license based model to a subscription model, which allows customers to access applications over the Internet without software and hardware upfront costs and provides reduced maintenance costs. However, the key for sales is still customer satisfacti...

The popularization and rapid development of the Internet has fostered the growth of online shopping leading it to become an important new channel for consumers to make purchases. However, the Internet users’ rate of satisfaction has declined since online shopping has become an important consumer option. In order to improve customer satisfaction and to enhance the shopping experience, it is very...

The performance of a supply chain is characterised by its ability to remain market-sensitive without losing the integration through the chain. One of the difficulties in designing and analysing a supply chain is that its processes are governed by the strategic factors of the supply chain. With the emergence of a business era that embraces change as one of its major characteristics, increasing t...

Market share and quality, or customer satisfaction, go hand in hand. Yet it is hard to find in the literature a clear formal statement to the effect that higher market share indicates higher quality. Indeed, such an inference would need detailed information about customer behavior. Moreover, even when that data is available, the validity of the inference is cast in doubt by common modes of beha...

Digitalization forces organizations to rethink classic operating models and develop completely new ways about how to run business. This revolution also spills over to the management and design of business processes. New market transparency and the increasing interconnectedness of customers define customer satisfaction and operational efficiency as two equal strategic objectives. Ambidextrous bu...

While an acute, continuous focus on customer needs is often cited as a key benefit of agile approaches, very little research has examined the customer focus construct in an agile project environment, or looked at the implications or recommendations for project managers. We draw on contemporary theories on customer focus to develop a framework for understanding customer focus in an agile project...

The marketing concept states that firms who first determine and then satisfy customer needs should realize superior performance. Market orientation (MO) operationalizes the marketing concept and is the organization-wide generation of market intelligence, dissemination of the intelligence across departments, and organization-wide responsiveness to it (Kohli and Jaworski, 1990). Market oriented f...

The increasingly popular trend of conceptualising education in terms of “customer service” is, in some ways, attractive. It encourages educators to think in terms of meeting students’ needs and to develop innovative ways to deliver their “product.” In other ways, however, it fails to convey the essential collaborative, participatory, reciprocal relationship that is central to effective teaching...

in customer relationship management (crm) systems, importance and performance of the attributes that define a service is very important. importance-performance analysis is an effective tool for prioritizing service attributes based on customer needs and expectations and also for identifying strengths and weaknesses of organization in the market. in this study with the purpose of increasing reli...

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...