The development of effective relationships is increasingly recognized as an important component of marketing strategies. Developing and maintaining satisfactory customer relationships can help increase customer retention. From the customer’s perspective, the determinants of relationship satisfaction include factors such as trust, service quality, price perception, inertia, indifference, and swi...

Customer Relationship Management (CRM), a management philosophy that focuses on the nurturing of customer relationships, emerged as a response to decreasing customer loyalty and increasing competition. Implementing CRM is expensive, as it demands high investment in organizational change activities and information technology (IT) and companies thus expect visible, measurable results. But compani...

Article history: Received 1 March 2008 Received in revised form 1 August 2008 Accepted 1 October 2008 This study assesses how customer value affects a firm's market orientation and consequently, competitive advantage and organizational performance in a service industry— the global hotel industry. The findings show that if a firm perceives its customers as valuing service, the firm is more likel...

It is a marketplace reality that marketing managers sometimes inflict switching costs on their customers, to inhibit them from defecting to new suppliers. In a competitive setting, such as the Internet market, where competition may be only one click away, has the potential of switching costs as an exit barrier and a binding ingredient of customer loyalty become altered? To address that issue, t...

Modern software development companies focus on their primary business objectives, delivering customer value and customer satisfaction which often leads to prioritization of core business areas over such areas as measurement. Although the companies recognize the need and importance of software measurement, they often do not have the competence and/or time to focus on software measurement. In thi...

As customers' needs have changed rapidly, market orientation has become a more primary focus of marketing literature. This study explores the strategies market-oriented suppliers use to accommodate customer needs. In addition, because buyer–seller relationships proceed through phases characterized by distinct behaviors, this study explores the relationship between market orientation and accommo...

Corresponding Author: Mohannad Moufeed Ayyash Department of Management Information Systems, Al-Baha Private College of Science, AlBaha, Kingdom of Saudi Arabia Email: [email protected] Abstract: Poor information quality can have a significant negative effect on the success of an organization. This study investigated the relationship between information quality’s dimensions, namely accur...

today, market orientation plays a vital role in determining customers’ needs and success of organizations. market orientation has also influenced various organizations’ measures including innovation. therefore the aim of this research is to study the role of market orientation in innovation of bodybuilding clubs of golestan province. the population of this study comprised all 170 managers of bo...

Importance should be given to financial indicators of profitability, revenue growth and liquidity, indicators of customer loyalty and satisfaction, indicators of innovation, quality, range of products or speed of service, and indicators related to the tasks and satisfaction of the employees, technology and alliances. Nevertheless, the new economy companies have a series of peculiar characterist...

This paper investigates the level of customer satisfaction among the customers who fly with Air Asia, a budget airline in Malaysia. The factors which investigated are the price offered, pre-flight services, customer relationship management, cabin environment and in-flight services. The independent variable is customer satisfaction. A quantitative approach with Pearson correlation and multiple r...