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Purpose – Firms operating in the service sector must have a dynamic structure to be competitive in a volatile business environment. The dynamic structure brings skilled employees and talented managers together to create effective strategies for global competition. In traditional retail service companies, the majority of the staff interacts intensively with the clients and engaged in advanced fa...

From the customer perspective, Business-to-Customer (B2C) is to be defined as a channel. In order to survive, grow, and succeed, IS managers should design B2C channels with attributes that maximize customer satisfaction. The authors investigate B2C channel attributes as antecedents for customer satisfaction. The relationship between the attribute-level performance and overall satisfaction is al...

We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance, in the food retail sector. Our data set consists of six waves of customer satisfaction and sales information for about 250 stores over the period 19982001 for a publicly held supermarket company. We construct a statistical model to address nonlinearities a...

Many businesses have turned to customer relationship management (CRM) to strategically position themselves in electronic marketplaces with information and communication technologies (ICT). With greater emphasis placed on the application of technology, does the infusion of ICT influence a business’ ability to retain its customers? This study examined the relationships among three CRM elements be...

in customer relationship management (crm) systems, importance and performance of the attributes that define a service is very important. importance-performance analysis is an effective tool for prioritizing service attributes based on customer needs and expectations and also for identifying strengths and weaknesses of organization in the market. in this study with the purpose of increasing reli...

This paper presents an analysis of quality, customer satisfaction and business performance in food industry. The main objective of the research is to determine the influence of quality on customer satisfaction and on business performance and competitiveness. In particular, this paper answers the following research question: Does the quality of a product result in a satisfied customer and thereb...

This study takes theme restaurants as an example to discuss the relationship model of internal customer orientation, market orientation and organizational performance. The results suggest that internal customer orientation has significant positive impact on market orientation, which has no significant direct impact on organizational performance, which will be significantly impacted positively b...

Building on multiple theoretical perspectives, we examined how organizational culture moderates the association of different dimensions of Internet-enabled Supply Chain Integration (i.e., online information integration and operational coordination) and firm performance (i.e., customer service and financial performance). We tested hypotheses using survey data from senior executives in China. Our...

The main objective of the paper is to investigate customer treatment, financial efficiency and supporting customer services with modern banking technology in financial institutions. The customer orientation and business performance of financial institutions targets customer services to maintain long term mutual relationships. The findings of the study has direct practical relevance for the bank...