The increase in the cumulative growth of international visitors to Indonesia between 2014 and 2018 compared preceding five-year period indicated that tourism industry had promising potential. However, due disruption 2020 2021 during Pandemic period, pre-pandemic projection 230 million arrivals by 2026 will now be reached 2028. This study aimed examine impact Muslim Customer Perceived Value (MCP...

As service is becoming increasingly important, many industrial firms have implemented “servitization” strategy and many marketing and management researchers have discussed the topic of business service. This paper focuses on business service types and its impacts from the buyer’s perceptive, especially whether user involvement always takes effects on the process of servitization. Using a large ...

Purpose – To provide an alternative view of customer value and service quality as conceptualized in the service-profit chain. Design/methodology/approach – A survey of the vast and diverse literature on the concepts of value and quality is used to reconceptualize these constructs as they are used in the service-profit chain. The concept of intrinsic value and quality is proposed as an addition ...

in today’s quality- based competitive world, known as knowledge age, customer attraction is of ultimate importance. in respect to the slogan “customer is always right”, customer relation management is the core of an organizational strategy playing an important role in four aspects of customer identification, customer attraction, customer retaining, and customer satisfaction. commercial organiza...

Based on customer cognitive, affective and conative experiences in Internet online shopping, this study, from customers’ perspectives, develops a conceptual framework for e-CRM to explain the psychological process that customers maintain a long-term exchange relationship with specific online retailer. The conceptual framework proposes a series of causal linkages among the key variables affectin...