PurposeHotel Industry is one of the most substantial factors for Tourism Industry. It could provide the necessary substructures for Tourism. Therefore the growth in Tourism industry depends on growth in Hotel industry. Hotel industry had a major growth in recent years in Iran; therefore the purpose of this paper is to explore the customer satisfaction in hotel industry. This paper aims to ident...

The position of financial organization would be increasingly decisive in the next decade in view of the frightening competition. With the increasing number of businesses and growing competitions today, each organization wants to be the customer’s first choice and try to satisfy them for getting loyalty for their future endurance in the market.  However, it is open to ask whether the organizatio...

Mobile Customer Relationship Management (mCRM) system is one of the recent advancements in CRM systems. Recent years, customers using mobile phone have presented a very fast growing on value added services, SMS and information services. Advances in technology have changed the way in which the retail sector conducts business and are increasingly providing customer with greater conveniences. The ...

the position of financial organization would be increasingly decisive in the next decade in view of the frightening competition. with the increasing number of businesses and growing competitions today, each organization wants to be the customer’s first choice and try to satisfy them for getting loyalty for their future endurance in the market.  however, it is open to ask whether the organizatio...

In the era of experience economy, how best to deliver memorable and exciting customer experiences has become a key issue for service providers, and customers can involve themselves in service experience delivery by actively deciding appropriate services rather than passively accepting existing ones. However, service providers frequently consider profit and cost first despite knowing that high-q...

In the recent times, Customer Relationship Management (CRM) has become one of the most dynamic topics of Information and Communication Technologies (ICT), both in the academia and the market. This popularity is indeed a result of the promising features offered by CRM. All the studies to date have highlighted elements associated with CRM success by studying its adoption and implementation in the...

Service ̄rms have been increasingly competing for market share on the basis of delivery-time. Many ̄rms now choose to set customer expectation by announcing their maximal delivery-time. Customers will be satis ̄ed if their perceived delivery-times are shorter than their expectations. This gap model of service quality is used in this paper to study how a ̄rm might choose a delivery-time commitmen...

this study attempts to come up with a practical framework for evaluating the taxpayer satisfaction for taxation organization. in so doing, first, 22 essential factors in taxpayer satisfaction process; were found in the literature related to the customer satisfaction indices, and then a questionnaire was constructed based on these factors. 140 experts in this field participated in the study and ...