Customer satisfaction describes the interaction between corporate behavior and customer behavior, its theoretical research began in the 1990s, after 10 years of research, and the theory has been greatly developed. At the same time, because of the development of CRM theory, research about customer satisfaction has also obtained more and more attention. In this paper, we firstly emphasis the main...

LAPLAND UNIVERSITY OF APPLIED SCIENCES-School of Business and Culture Degree programme: Business Management Writer: Wan Tong Thesis title: Analyzing the relationship between Customer Satisfaction and Customer Loyalty Case: Ritz-Carlton Guangzhou Pages (of which appendices): 51 (8) Date: 10 February, 2015 Thesis instructor: Marita Wahlroos This research aims to analyze the relationship between c...

For the past few years, companies within the telecommunication and media industry have been operating within the environment of digital convergence. Internet Service Providers especially are, therefore, confronted with a new competitive landscape, which is characterized by an increased complexity and dynamics. This development implies a need for change in the strategic alignment, a change away ...

As with many ‘socio-technical’ systems within companies, alignment of technical and business expertise is essential for decision outcomes that contribute to the competitiveness of the organisation. In this paper we explore these issues for a Consumer Behaviour Modelling and Customer Relationship Management (CBM/CRM) project within a High-Performance Computing (HPC) environment for a major finan...

To better cope with the future of competition, more and more firms tend to integrate customers into value co-creation process that requires customer-firm interaction. Also, mass customization can occur at various points along the value chain, ranging from the simple standardized build-to-to-order product, up to fully customized design one, which requires the coordination of the functional strat...

Digital Rights Management (DRM) technology ensures protection of rights on distributed music over the Internet. Existing DRM systems emphasize the protection on Businessto-Consumer (B2C) distribution model, but pay very little attention on the protection of Consumer-to-Consumer (C2C) distribution model – referring to peer-to-peer sharing. In this paper, we propose a license management model to ...

PurposeOne of the most substantial factors for Tourism Industry is Hotel Industry while it could provide the necessary substructures for Tourism. Growth in Hotel industry will lead to the growth in Tourism industry. Considering a major growth in Hotel industry in recent years in Iran, in this research, numerous objectives had been pursued. The first purpose of this study is to explore four diff...

regarding the importance of the customer in today'scompetitive world, and considering the previous researches whichindicated the cost of attracting new customers is far more than the costof maintaining customer loyalty, studying the methods of obtainingand maintaining customer loyalty in various businesses has received ahigh priority. the purpose of this study is to determine thecomponents...