Customer Relationship Management (CRM) has received an increasing amount of interest among scholars and practitioner in recent years. While some companies have received immense benefits from their investments, other companies have seen no bottom line improvements. One often-cited reason for high failure rates has been the cross-functional nature of CRM implementation. Two functions frequently i...

Received: 28 January 2005 Revised: 18 August 2005 2nd Revision: 12 June 2006 3rd Revision: 6 January 2007 4th Revision: 14 June 2007 Accepted: 20 September 2007 Abstract In this study, we further develop the information systems continuance model in the context of online shopping, using a contingency theory that accounts for the roles of online shopping habit and online shopping experience. Spec...

As a response to an overall high and persistent unemployment rate during the 1990s and the beginning of the new millennium, the German Federal Employment Agency underwent several reforms. One of the most important reforms, the reform of the organisational structure of the Federal Employment Agency, comprised an adjustment of the business model and a reorganisation of placement processes. From 2...

today, organizations continuously try to find the ways to gain loyal customers because of their advantages. customer to customer interactions has attracted more attention among marketers in which customer-to-customer interactions has been known as one of the most important methods of creating loyal customers. the present paper seeks to propose a service model developed in traveling and tourism ...

Customers are savvier and more demanding than ever. Competition is increasing and competitive advantage is fleeting. Once-strong relationships have weakened, customers faced with an exploding array of choices, are easily swayed by competitive offerings at lower prices. How can you possibly stay ahead of this juggernaut? The answer lies in a clear and concise customer strategy, led by a Chief Cu...

A number of recent marketing studies examine the stock market's response to the release of American Customer Satisfaction Index (ACSI) scores. The broad purpose of these studies is to investigate the stock market's valuation of customer satisfaction. However, a key focus is on whether customer satisfaction information predicts long-run returns. We provide evidence on the market's pricing of ACS...

Energy efficiency programs funded by utility customers provide an electricity resource in most U.S. states, but their scale and cost of saving varies significantly state. In this paper, we explore the drivers saved these with econometric model nearly a decade data reported program administrators. We found strong evidence for economies weak diseconomies scale, which suggests that states low leve...

Many Customer-to-Customer (C2C) online auction providers still do not have a good understanding of Customer-to-Customer trade in Taiwan. The Customer-to-Customer online auction providers still do not have a good understanding of Customer-to-Customer trade behavior and are unable to provide satisfied and effective outcomes for an online auction trade. It is difficult to propose a standard trade ...

Abstract We document systematic differences in bitcoin prices across 11 different markets representing 26% of global bitcoin trade volume. These differences must — due to the identical nature of all bitcoin — result from characteristics of markets themselves. We examine differences across the markets and find that those which do not require customer identification for establishing an account ar...