Service portfolio planning is the process of designing collections of services and deciding on their provision. The problem is highly information intensive, and most of the information required is hard to gather. In this paper, we present a solution approach based on the paradigm of Analytical Open Innovation (AOI). Open innovation is a cheap and low risk problem solving approach which relies o...

understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. this study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. service quality and customer satisfaction were measured by multiple dimensions. a research model was deve...

the purpose of this article is to present a model for customer satisfaction in the development banking sector. in the design of the customer satisfaction model, an attempt has been made to consider the characteristics of the development banks. thus, three dimensions of quality of service, characteristics of the service, and access to service have been considered as the main dimensions of the mo...

Electric vehicle sharing is necessary for achieving carbon neutrality. The self-service electric mode offers unique advantages in terms of freedom movement and privacy protection. Meanwhile, this requires a high-quality service guarantee because the separation management use. purpose study to propose framework risk control optimization vehicles, which includes life cycle analysis, assessment by...

Purpose – The purpose of this paper is: to review the most commonly used approaches to the classification of quality attributes according to the Kano model; to identify the theoretical/practical strengths and weaknesses of these techniques; and to provide guidance for future research and managerial practice in this area. Design/methodology/approach – Based on an extensive review of the literatu...

today, organizations continuously try to find the ways to gain loyal customers because of their advantages. customer to customer interactions has attracted more attention among marketers in which customer-to-customer interactions has been known as one of the most important methods of creating loyal customers. the present paper seeks to propose a service model developed in traveling and tourism ...

this study used the partial least squares (pls) approach to examine the effect of corporate reputation on the customer loyalty of the food and beverages industry in nigeria. the data for this study were collected from the customers in kano state nigeria. out of 250 distributed questionnaires, 212 usable questionnaires were returned. before examining the effect of corporate reputation on the cus...

One of the integrated e-commerce models is online ticket selling. Many travel agents sell tickets for national or international destinations through websites; one them Tiket.com, a popular agency in Indonesia. The intense competition internet-based service providing industry has, fact, motivated this company to meet their customers’ needs and preferences with quality services; goal increase num...

mobile technology and mobile learning are considered as important and impressive factors in earning the organizational competencies and achieving competitive advantages and customer loyalty. the purpose of this study is to evaluate the role of mobile technology in customer loyalty. the mellat bank mobile services are entering a new transition period. in response, the banking industrial is shift...