electronic government is a new concept that governments according to level of development implement in different ways. utilizing informational systems in business sections has created potential context for developing electronic government. customer relationship ‎management (crm) is an important system in management that helps to develop electronic government and promote citizenship-based in org...

In operations and service management generating revenues is as important as reducing costs. Although logistics customer service is an important measure for executives, little research has been conducted to quantify the extent to which improvements of service levels contribute to a company’s revenues. The paper applies existing fuzzy-based methods to monetarily determine the revenue contribution...

This exploratory study focused on the energy consumption practices of customer-producers (prosumers) in relation to their needs in monitoring energy production. Our analysis of both production monitoring activities and domestic activities in real situations revealed the motivations of these producers and demonstrated that the actions of energy management were not dependent on the status of cust...

in the present study, the survey research strategy was used to investigate the effect of factors influencing the success of customer relationship management (crm) considering mediating effects of organizational factors. the population consisted of managers and employees in the sports services sector of six metropolitan hotels of iran and 67 hotels were selected as the study sample. the data wer...

in this study, the impact of knowledge management components including knowledge acquisition, dissemination of information technology knowledge will be studied to identify and record the requirements in customer orientation. the role of organizational factors as well as customer orientation variables is analyzed as mediating moderating variables. the methodology of the research is practical by ...

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch poin...

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...

customer is felt more and more. today organizations can't make it faraway without giving attention to their customer's needs. for this purpose organizations try out many concepts which can help them be leader in managing their customers. one such concept is the customer relationship management (crm). crm has come a long way since its inception in business circles and its major change is felt in...