This study explores how customer relationship management (CRM) systems support customer knowledge creation processes [48], including socialization, externalization, combination and internalization. CRM systems are categorized as collaborative, operational and analytical. An analysis of CRM applications in three organizations reveals that analytical systems strongly support the combination proce...

Healthcare is implementing CRM as a strategy for managing interactions and communication with patients which involves using Information and Communication Technology (ICT) to organize, automate, and coordinate business processes. CRM with the Web technology provides healthcare the ability to broaden service beyond its usual practices, and thus provides a particular advantageous environment for t...

nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. the attempts of organizations in this situation are witnesses to this matter. in the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. one of...

the purpose of this research is to explore the relationship between after sales service quality and customer satisfaction in informatics services corporation. based on available literature review and guidance of professors and expert people, after sales service elements were identified, which are contact, responsiveness, personnel efficiency, system/product efficiency, system availability, cust...

electronic government is a new concept that governments according to level of development implement in different ways. utilizing informational systems in business sections has created potential context for developing electronic government. customer relationship ‎management (crm) is an important system in management that helps to develop electronic government and promote citizenship-based in org...

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...

The popularity of new media channels in recent decade has offered fertile ground for electronic word-of-mouth (eWOM) communication. By enabling interaction between organizations and customers, eWOM communication may increase organizations’ capability of customer engagement (CE). Despite the acknowledged importance of eWOM as an important new channel for customer engagement in tourism industry, ...

This paper aims to investigate the influence of the interaction between customer satisfaction and switching barriers on customer retention in mobile telecommunication services. The detailed factors regarding switching barriers are classified based on the related literatures. Furthermore, the hierarchical regression analysis is used to analyze the extent to which the factors affect customer rete...

The purpose of this study was to develop the yet limited empirical knowledge on the intensity of customer interaction and on specific customer roles in service innovation processes. An empirical study of twelve (12) business service innovation projects was conducted in cleaning and security, financial, and ICT services. Overall, direct customer interaction in service development can be characte...