This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when ...

On the basis of literature research and field research, the article analyzed and summarized factors that affect the customer experience, and built index system of customer experience quality evaluation and evaluation model to help businesses understand the multi-channel customers’ behavior, to be evaluated on its own channel construction and the customer experience, enabling enterprises to the ...

Academic studies offer a generally positive portrait of the effect of customer relationship management (CRM) on firm performance, but practitioners question its value. The authors argue that a firm’s strategic commitments may be an overlooked organizational factor that influences the rewards for a firm’s investments in CRM. Using the context of online retailing, the authors consider the effects...

the recognition and understanding of brand experience by consumers is critical to develop goods and services marketing strategies, since they can be used to predict consumer behaviour. the aim of the present study is to investigate the antecedents and consequences of brand experience in the food industry. information on 400 customers of the mashhad tabarok company was collected by a questionnai...

This special edition focuses on “Consumer Experience Management and Customer Journeys in Tourism, Hospitality Events”. introduction considers current topics concerning researchers practitioners about consumer journeys experience management introduces the six papers issue. We would like to thank authors reviewers for this

The aim of this study is assessing the effectiveness of Customer Relationship Management factors in Isfahan tourism and travel agencies by Structural Equation Modeling (SEM). It is practical according to the goal and it’s a kind of descriptive survey in terms of methodology. Research population included all of staffs and managers at tourism and travel agencies in Isfahan in 2012 that 274 of the...

Communications service providers (CSPs) are being pushed to the lower end of the value chain by standalone, over-the-top (OTT) players and Internet of Things (IoT)—which are able to establish direct customer touch points. However, there is a proven methodology for CSPs to transform and migrate their data assets into the digital landscape to meet their business objectives. Business Imperatives f...