This paper examines the use of Internet banking systems and several critical factors related to Internet banking services. The analysis suggests that the constructs tested considerably explain the variation in customer interactions. Perceived usefulness and perceived ease of use are important in facilitating customer interactions. Perceived security, responsiveness and convenience also represen...

In this chapter we analyze how companies define their customer value proposition and how the selection of successful mobile customer services is done in alignment with this strategic positioning. We derive a set of five different strategic goals (price leadership, product quality leadership, customer intimacy leadership, accessibility leadership, innovation leadership) and apply this classifica...

In this paper, we study customer relationships in professional services. Focus is especially directed towards learning and personnel development services that are provided for the customer organisations. Learning and personnel development services include different kinds of courses and personnel development plans that are provided for the customer organisation and for its personnel. In business...

normal 0 false false false en-us x-none ar-sa microsoftinternetexplorer4 introduction: medical records department (mrd) is an important source for evaluating and planning of care services. the main goal of this research was performance evaluation of medical records department with balanced scorecard (bsc) approach in a hospital of isfahan, iran. methods: this research was a descriptive, cross s...

The growing focus on customer relationship forces enterprises to redesign their processes more customer oriented. This article suggests a classification of customer orientation from the customer’s perspective. Within this classification we discuss processes to obtain customer-oriented products and services in enterprises. To create a comprehensive solution to a customer’s problem, i.e. a bundle...

The effectiveness of increased customer involvement in services selling is to a large extent dependent on the knowledge, expertise, and trust of customers. Successful consultants, therefore, need to be aware of the dynamic relationships between customer education, expertise, and service quality in driving customer trust. To test this notion, we use data collected from 1268 clients of a global f...

Customer needs of geographical accessibility still plays an important role in electronic commerce, though the extent to which it does so varies according to the characteristics of products, services and the market strategies of firms. In this study, factors affecting customer needs of geographical accessibility and their structural relationships were investigated through a customer survey and s...

Purpose – The purpose of this paper is to explore the nature of customer service in the academic library setting and ways in which its management can be best approached in the electronic environment. Design/methodology/approach – The study adopts a two-phase methodology. First is a content analysis of the literature on customer service in libraries, focusing on electronic services, to identify ...

This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution ...

With the rapid development ofmobile technology and large usage rates ofmobile phones, mobile instant message (MIM) services have been widely adopted in China. Although previous studies on the adoption of mobile services are quite extensive, few focus on customer satisfaction and loyalty to MIM in China. In this study, we examine the determinants of customer satisfaction and loyalty. The finding...