This paper focuses on the business aspects of architecture decision making – in particular how to quantify the customer value of quality improvements to support architecture investment decisions. We developed concepts for quantifying the impact of quality improvements on customer value, customer value-in-use, and customer segments. In two real-life case studies we present (1) how the concept fo...

E-government readiness assessment is a significant indicator in measuring citizen satisfaction levels in using E-government services. It provides an opportunity to learn about the government's strengths and weakness on the journey to excellence. Simultaneously, the main goal of E-government is to create an optimized relationship with its citizens. This paper presents an E-Government readiness a...

This article contends that current discussion and research into the role of physical distribution service in the marketing miz are hampered by a lack of consistent definition of the concept ofphysical distribution service and its component dimensions. In order to clarify this concept, prerequisites for a theoretically meaningful understanding of physical distribution service are presented and s...

Continual advances in information technology (IT) have opened new business opportunities in global marketplaces. As a result, many businesses have turned to CRM to gain greater insights into their customers and apply this knowledge toward forging long-term relationships with them. This study examines the relationships of CRM practices (marketing and operational programs) with three antecedent e...

This paper examines two extreme approaches that are alternatives to measure egocentric networks with network generators. The single-item approach to measure daily contacts differentiates the individuals effectively, corresponds closely with complex network measures, and reveals well how individuals vary in both expressive and instrumental returns, as supported by 14 large-scale probability surv...

Infosys Technologies Ltd., one of the world's most profitable IT services company, implemented a customer relationship management (CRM) system called CIMBAâCustomer Information Management By All. This customer-focused system was conceived and designed to improve communication and collaboration between the company and its customers. By seamlessly integrating the front-end sales system with the b...

(1) Problem Definition: We provide guidelines on three fundamental decisions of customer relationship management (CRM) and capacity management for profit-maximizing service firms that serve heterogeneous repeat customers, whose acquisition, retention, and behavior depend on their service access quality to bottleneck capacity: How much to spend on customer acquisition, how much capacity to deplo...

Supplier Relationship Management (SRM) plays an important role in the reduction of costs and the optimization of performance in industrial enterprises. Despite enormous investments in innovation, the health care sector has not experienced fundamental change yet. However, increased market dynamics and the implementation of economic principles will force health service providers to optimize cost ...

We may not be able to make you love reading, but entity relationship approach ten years of experience in information modeling proceedings of the fifth international conference on entity relation will lead you to love reading starting from now. Book is the window to open the new world. The world that you want is in the better stage and level. World will always guide you to even the prestige stag...