Despite widespread use, there is a void in our understanding of why, when, and how customers use service guarantees to evaluate service firms. Most previous research has focused on the effects of service guarantees prior to purchase, ignoring their beneficial effects on customer evaluations after the service has been experienced. This paper develops three conceptual frameworks that elaborate th...

In global manufacturing a paradigm shift from “make-to-stock” to “make-to-order” can be observed. This shift calls for new logistics strategies. Logistics should not focus exclusively on the efficiency of the distribution system. Beyond, it is important to integrate the order process into the logistics strategy. Our vision in writing this paper is an integrated fulfilment process from customer ...

Many firms increasingly offer community venues to their customers to facilitate social interactions amongst them. Prior studies have shown that community participants have high engagement and loyalty toward the firm, and provide useful feedback and referrals. However, it is not clear whether community participants are the firm’s fans to begin with and self-select themselves into the community, ...

customer is felt more and more. today organizations can't make it faraway without giving attention to their customer's needs. for this purpose organizations try out many concepts which can help them be leader in managing their customers. one such concept is the customer relationship management (crm). crm has come a long way since its inception in business circles and its major change is felt in...

Social trust is one of the foundations for social order in society. Trust in any organization is affected by various factors such as customer satisfaction, service quality, staff skill and taking into account the customer orientation and service receivers’ satisfaction principles. This research seeks to study the sociological study of social trust of the insured population of social security or...

In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. Both knowledge management (KM) and customer relationship management emphasize the allocation of resources to business supportive activities to gain competitive advantages. The aim of this study is to inves...