One of the basic concepts in marketing is the concept of meeting customers’ needs. Since customer satisfaction is essential for lasting survival and development of a business, screening and observing customer satisfaction and recognizing its underlying factors must be one of the key activities of every business. The purpose of this study is to recognize the drivers that effect customer satisfac...

Integrating customers into the innovation process is gaining popularity among companies as means of addressing competitive and market pressures. At the same time, companies are faced with the challenge of selecting appropriate customer integration methods to sustain customers’ engagement and elicit contributions that are useful. We draw from previous research in consumer behaviour to identify c...

Supplier Relationship Management (SRM) plays an important role in the reduction of costs and the optimization of performance in industrial enterprises. Despite enormous investments in innovation, the health care sector has not experienced fundamental change yet. However, increased market dynamics and the implementation of economic principles will force health service providers to optimize cost ...

The inherent quality of business processes increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT processes. In this contribution, we present a new approach which allows the continuous quality improvement of IT processes by the interconnection of IT Infrastructure Library (ITIL) reference model and process mini...

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furth...

Structural changes and increasing market dynamics in the healthcare sector intensify the hospitals’ need for cost-savings and process optimisation. One source to generate not only short-term savings, but also sustainable benefits is the active and sophisticated management of relationships with suppliers, commonly referred to as supplier relationship management (SRM). As material cost continuous...

Customers are known as a brilliant source of knowledge for the companies, because they gain knowledge and expertise while selecting and using products or services. Customer knowledge management is a new stage of relationship management between organizations and the customers. Most of the models in the literature are focused on human resources to set up a framework to exchange knowledge with the...

Today, competition forces consumer goods manufacturers and retailers to differentiate from their competitors by specializing and by offering goods/services that are tailored towards one or more subgroups or segments of the market. Retailers understand that shoppers are heterogeneous in nature, that they possess different wants and needs and that it is impossible to satisfy them all. However, th...

Relationship Enhancement Couple Therapy and Couple Group Therapy Barry G. Ginsberg’ Relationship enhancement couple and couple group therapy has remained innovative and effective for more than 40 years. This evidenced-based approach is an educational, skilltraining model designed to improve satisfaction and stability in the couple relationship. Couples learn how to be more accepting and nonjudg...

This paper discusses the use of interpretive research to learn about the practicality of entityrelationship modelling in ternary relationship situations. The findings can be compared with previous studies of novice modellers who used the same invented scenario. Previous research excluded the interaction between practitioners that would occur during a modelling session because novices were used ...