customer is the axis of organizations' activities and the mission of all modern organizations is based on the customer. quality as a concern and concept of management is defined in relation to customer satisfaction. regarding the common purpose of customer knowledge management and quality function development technique, this research is to evaluate automobile industry emphasizing the types of c...

Increasing significance of the online consumer-to-consumer (C-2-C) auction market has amplified the need for buyers and sellers to engage in transactions with anonymous counterparts. The sequence of paying first and then taking delivery, introduces a great amount of risk for potential buyers. In order to mitigate this risk, online auction markets (OAMs) are employing an assortment of governance...

Despite widespread use, there is a void in our understanding of why, when, and how customers use service guarantees to evaluate service firms. Most previous research has focused on the effects of service guarantees prior to purchase, ignoring their beneficial effects on customer evaluations after the service has been experienced. This paper develops three conceptual frameworks that elaborate th...

In global manufacturing a paradigm shift from “make-to-stock” to “make-to-order” can be observed. This shift calls for new logistics strategies. Logistics should not focus exclusively on the efficiency of the distribution system. Beyond, it is important to integrate the order process into the logistics strategy. Our vision in writing this paper is an integrated fulfilment process from customer ...

Many firms increasingly offer community venues to their customers to facilitate social interactions amongst them. Prior studies have shown that community participants have high engagement and loyalty toward the firm, and provide useful feedback and referrals. However, it is not clear whether community participants are the firm’s fans to begin with and self-select themselves into the community, ...

As the oldest academic journal in marketing, Journal of Retailing publishes research dealing with all sorts of B2B and B2C retailing-related topics. However, there appears to be a perception that Journal of Retailing welcomes only research pertaining to B2C issues. In this article, we debunk that perception through an analysis of the content of Journal of Retailing articles published during the...

today, electronic banking has essential role in banking industry. challenges facing banking industry led to banks make to use electronic banking and delivery services and products throughout electronic banking. moreover, they are trying to understand their customers' needs and everyday increase service quality throughout electronic banking. this research tries to investigate effect of cust...

customer activity has received more attention due to the increase of social network applications. moreover, customer activity could be an answer to the research debate about the significant relationship between retention rate and lifetime profitability of customers. several researchers believe that an increase in the retention rate of customers may enhance their customer lifetime value (clv), o...

Most online auction platform providers (OAPPs) agree that the majority of their profits comes from users, i.e., their buyers and sellers. The major concern of OAPPs is how to gain and lock in users in order to maintain and enhance a competitive edge. Customer switching is one of the primary problems of all companies, including OAPPs. This study focused on online auction sellers and attempted to...