Recent research has found that fairness plays a key role in customer satisfaction. Fairness in an online context and how it influences customer satisfaction, however, has yet been investigated. This research examines satisfaction from a fairness lens and explores the mediators of fairness to satisfaction in the internet bank context. 131 surveys were analyzed and results show that in internet b...

Purpose – Based on stimulus-organism-response model, the purpose of this paper is to develop an integrated model to explore the effects of six marketing-mix components (stimuli) on consumer loyalty (response) through consumer value (organism) in social commerce (SC). Design/methodology/approach – In order to target online social buyers, a web-based survey was employed. Structural equation model...

Purpose The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality. Design/methodology/approach Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire....

In this paper we present a poststructuralist analysis of customer database technology. This approach allows us to regard customer databases as configurations of language that produce new and significant discursive effects. In particular, we focus on the role of the databases and related technologies such as customer relationship management (CRM) in the discursive construction of both customers ...

The balanced scorecard (BSC), initially developed by Kaplan and Norton, is a performance measurement system that supplements traditional financial measures with the criteria that measure performance from three additional perspectives: customer perspective, internal business perspective and innovation and learning perspective. In recent years, the balanced scorecard has been applied to informati...

Customer relationships in services have been insufficiently studied compared to service interactions. In this paper findings from research on relationships within industrial marketing are applied to consumer services. To manage customer relationships new concepts are needed in addition to those used in static service quality models. A conceptual framework is presented where perceived service qu...