a r t i c l e i n f o This paper draws from the mindfulness theory in examining the effects of service reliability (including reliable health information and care), pre-emptive conflict handling, and customer orientation on customer satisfaction and loyalty in healthcare service delivery in Malaysia. A survey of 423 consumers of healthcare services in Malaysia provides support for the theory. T...

Purpose – This paper attempts to investigate the casual relationships among service convenience, perceived service value, perceived service guarantee strength, customer satisfaction, and loyalty. Although previous studies have addressed the importance of these variables, the understanding of the mediating effect of customer-perceived service value and the moderating effect of customer-perceived...

the more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. also, the move towards a customer-centred approach to marketing, coupled with the increasing availability of customer transaction data, has led to an interest in understanding and estimating customer lifetime value (clv). there are several researches about the clv formulas and calculating...

The developments of the Digital Economy will have a fundamental impact on the structures and processes of economic systems. Within this new economy the importance of the creation and maintenance of a relationship between a customer and a supplier is increasing, but the way to handle this relationship is changing. Therefore, we focus on the upcoming challenges to relationships between suppliers ...

Taking customer data as an example, the paper presents an approach to enhance the management of enterprise data by using Semantic Web technologies. Customer data is the most important kind of core business entity a company uses repeatedly across many business processes and systems, and customer data management (CDM) is becoming critical for enterprises because it keeps a single, complete and ac...

Customer centricity has long been a guiding principle for many businesses. However, it is usually limited to marketing existing products with as strong a customer focus as possible. Corporate strategy remains basically product-centered. Customers typically have a fractured view of an enterprise. Conversely, the enterprise has only a splintered view of the customer, determined by different custo...

The purpose of this study was to investigate the degree of customer orientation in a small sample of Swedish SME's. In-depth interviews were carried out with product developers in four companies from three different product areas. The questions posed concerned the company's overall strategy, ways of managing the external dialogue (i.e. the dialogue between the company and the customer), and way...

The success story of eBay has shown the demand for customer-to-customer (C2C) electronic commerce. eBay is a centralized infrastructure with all its scalability problems (network bandwidth, server load, availability, etc.). In this paper we argue that C2C e-commerce is an application domain that maps naturally onto the emerging field of P2P systems simply by its underlying interaction model of ...

The success story of eBay has shown the demand for customer-to-customer (C2C) electronic commerce. eBay is a centralised infrastructure with all its scalability problems (network bandwidth, server load, availability, etc.). In this paper we argue that C2C e-commerce is an application domain that maps naturally onto the emerging field of peer-to-peer (P2P) systems simply by its underlying intera...