mobile technology and mobile learning are considered as important and impressive factors in earning the organizational competencies and achieving competitive advantages and customer loyalty. the purpose of this study is to evaluate the role of mobile technology in customer loyalty. the mellat bank mobile services are entering a new transition period. in response, the banking industrial is shift...

In today's highly competitive environment, where sources of product and processbased competitive advantage are quickly imitated by competitors, it is becoming increasingly difficult to differentiate on technical features and quality alone. Companies may overcome this problem by incorporating the ‘voice of the customer’ into the design of new products and focusing on customer value, thereby offe...

Recently there is wide use of social media includes various opinion sites, complaints sites, government sites, question-answering sites, etc. through which customer get services, opinion, information, etc. but because of this there is more and more use of these social media right now so huge amount of data will be created, from this huge data people get confused while taking any decision about ...

Abstract The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our ...

Internet vendors invest a considerable amount on acquiring customers with the expectation that the early investment in customer acquisition will result in a long-term stream of profits from repeat customers. However, it has been found that over 50% of repeat customers seldom complete their third purchase with the Internet vendor. This may be due to lack of proper understanding of customer decis...

been studying the processes by which delivering high-quality goods and services increases profitability through customer satisfaction and found that customer satisfaction is related to positive word of mouth, cross-selling or upgrading, repurchase intentions, and reduced price sensitivity (e.g., Baker and Crompton 2000; Reichheld and Sasser 1990; Rust, Zahorik, and Kleiningham 1995; Stahl, Matz...

Synopsis This paper examines the impact of customer expectations on the management of public leisure services, arguing that public leisure providers will need to shift their attention from the management of service quality, to focus on the management of customer expectations of their services. Improving the quality of public leisure services has been a goal for successive governments; quality m...

While the focus of electronic commerce has often been on “dot coms” or pure Internet based companies, a major transformation is under way in many traditional “bricks-and-mortar” organizations. The latter are investing heavily in Internet based technologies and applications in order to attain new heights of efficiency, productivity and business value. While anecdotes in the business press sugges...

Web logs (or blogs) have become a means for citizens to share opinions and deliberate on local issues. However, the large number of blogs makes finding and exploring content of interest relatively difficult. This discovery problem presumably also limits participation by interested citizens. We present a tool to display a representation of citizen-to-citizen discussion in blogs that reveals simi...

I this paper, we investigate the effectiveness of a firm’s proactive management of customer-to-customer communication. We are particularly interested in understanding how, if at all, the firm should go about effecting meaningful word-of-mouth (WOM) communications. To tackle this problem, we collect data from two sources: (1) we implement a large-scale field test in which a national firm created...