today, customer satisfaction as a factor of success of companies has a main importance in the marketing literature. this study has been done to identify factors affecting customer satisfaction with an emphasis on the social capital and the organizational justice. the statistical population of the study includes staff and customers of the commercial banks in tehran, qom and markazi provinces. to...

Selling has long been considered as an “art” driven by personal intuition and native sales talent. However, significant changes have occurred over the past 30 years, as a result of technological advances and changing customer expectations. As one answer to these changes, practitioners and scholars have promoted the idea of “sales as a science”, relying on documented, repeatable ways of selling ...

This study aimed to investigate the causal relationships between aspects of customer capital to improve customer relationship management and increase customer’s loyalty. In this regard, by providing a conceptual framework including different aspects of customer capital (i.e. customer targeting, ability to identify customer's need, construction and management of customer information system, cust...

The purpose of this study was to investigate the influence of intellectual capital of Turkish automotive supplier industry upon their innovation performance. This study showed that three types of intellectual capital –employee capital, structural capital, and customer capital– had a significantly positive relationship with innovation performance. Moreover, the results also indicated that the hi...

In IT Outsourcing, strategic alignment between a customer and an IT outsourcing provider is very important. This article uses resource-based theory, social capital theory, and organizational learning theory to analyze the relationship between a customer and a provider in IT services Outsourcing context. Based on the former analysis, this article applies a strategic alignment model for managing ...

Purpose – The purpose of this paper is to examine the relationship between firms’ value drivers and their intellectual capital (IC). Design/methodology/approach – The health care sector (GICS 35) firms listed in the S&P500 were used to build a research censoring Tobit model by adopting financial data to determine value drivers. Findings – The results of the study show that innovation capital, c...

In recent years, marine cultural tourism, an emerging tourism mode, has become more and more popular among tourists, and demonstrates broad market prospects. However, Chinese marine cultural tourism is still in the development and growth stage, and the level of customer satisfaction is uneven. The improvement of the customer satisfaction level is conducive to meeting customers’ demands in marin...

Customer integration has many recognised advantages, but also entails negative side effects that may impair the success of innovative activities. These negative side effects have not yet been sufficiently investigated. Whereas some may occur within the entire early innovation phase, others are likely to affect only few sub-phases. Each sub-phase, defined in a slightly new way as compared with e...

Prepaid customers in mobile telecommunications are not bound by a contract and can therefore change operators (‘churn’) at their convenience and without notification. This makes the task of predicting prepaid churn both challenging and financially rewarding. This paper presents an explorative, real world study of prepaid churn modeling by varying the experimental setup on three dimensions: data...