This study examines the impact of electronic customer relationship management (E-CRM) on loyalty through mediating effects experience and satisfaction in context banking industry. Customer are considered to be pre-requisite tools for improving enhancing long-lasting relationships with customers. The has adopted Stimulus-Organism-Response (S-O-R) model as theoretical support examine relationship...

Purpose This study presents the applicability of a model-based approach for loyalty program forecasting using smartphone app in digital strategy retail industry. Design/methodology/approach The authors develop dynamic model with cyclical structure customer segments through experience. They use time-series data on number members program, “Seven Mile Program” and confirm validity approximate calc...

As the customers are the main reason of the formation and survival of the organization, not only understanding their obvious needs, but also forecasting, determining and guiding their hidden needs, design and implementing plans of offering services for meeting these needs for attracting customers are among cornerstone of any activity in the organization. In this research, one compares the perfo...

in today’s competitive market, for a business firm to win higher profit among its rivals, it is of necessity to evaluate, and rank its potential customer segments to improve its customer relationship management (crm). this brings the importance of having more efficient decision making methods considering the current fast growing information era. these decisions usually involve several criteria,...

customer satisfaction is the major concern to many leading companies throughout the world.customer satisfaction is the major concern to many leading companies throughout the world. more firms use satisfaction ratings as an indicator of the performance of products and services and as an indicator of the company’s future. as lately shown companies that are able to identify customer needs and alig...

Increasing significance of the online consumer-to-consumer (C-2-C) auction market has amplified the need for buyers and sellers to engage in transactions with anonymous counterparts. The sequence of paying first and then taking delivery, introduces a great amount of risk for potential buyers. In order to mitigate this risk, online auction markets (OAMs) are employing an assortment of governance...