this study aims to determine organizational citizenship behavior’s impact on customer loyalty and quality of services. that is to examine, organizational citizenship behavior of nurses and patients (customers) of the kermanshah province hospitals by two hypotheses. population comprised of 1524 nurses which 544 nurses were selected as sample. also sample of same size in a random way in a period ...

Discovery of usage patterns from Web data is one of the primary purposes for Web Usage Mining. In this paper, a technique to generate Significant Usage Patterns (SUP) is proposed and used to acquire significant “user preferred navigational trails”. The technique uses pipelined processing phases including sub-abstraction of sessionized Web clickstreams, clustering of the abstracted Web sessions,...

Predictive modelling and classification problems are important analytical tasks in Customer Relationship Management (CRM). CRM analysts typically do not have information about how customers interact with each other. Phone carriers are an exception, where companies accumulate huge amounts of telephone calling records providing information not only about the usage behaviour of a single customer, ...

  The unprecedented growth of competition in the banking technology has raised the importance of retaining current customers and acquires new customers so that is important analyzing Customer behavior, which is base on bank databases. Analyzing bank databases for analyzing customer behavior is difficult since bank databases are multi-dimensional, comprised of monthly account records and daily t...

The customer relationship management (CRM) system has been touted as a primary tool for supporting frontline employees’ personalized services tasks. Although a number of studies have highlighted the critical role of CRM systems in organizational performance, the link between CRM systems and individual work performance is still under investigation. In order to fill this research gap, the current...

For winning in global competition, companies need to recognition and monitoring of customer's behavior to forecast their behavior and desires earlier than competitors. This research tries to recognize the attributes which lead to customer churn. For this, behavior of 3150 subscribers of an Iranian mobile operator, has observed during one year and trends of them has analyzed by a customized LLNF...

PERSONALITY INFLUENCES CUSTOMER LOYALTY Introduction The major objective of this study was to examine the relationship between personality traits and individual Customer Loyalty patterns among mobile phone and credit card users. The study under review has various distinctive features. Earlier research was directed towards establishing a relationship between individual personality traits and buy...

Despite intriguing commercial possibility, product search on the Web and e-shopping applications still strive to offer satisfying customer experience. The major challenge probably is to harness the power of user generated content in the form of reviews. Using the example of cell phones this paper demonstrates that user reviews, opinions, and product ratings may actually severely differ with res...