In 4 experimental studies, we show that customer verbal aggression impaired the cognitive performance of the targets of this aggression. In Study 1, customers' verbal aggression reduced recall of customers' requests. Study 2 extended these findings by showing that customer verbal aggression impaired recognition memory and working memory among employees of a cellular communication provider. In S...

The banking industry is under pressure. In order to compete, banks should adapt to concentrating on the specific customer needs, following an outside-in perspective. This paper presents the design of a business model for banks that considers this development by providing flexible and comprehensive support for retail banking clients. It is demonstrated that the identification of customer process...

Today’s advanced web-based technologies create expanded opportunities for collaboration and customer knowledge sharing. However, research on customer knowledge sharing in web-based communication remains new. This study aims at proposing a theoretical framework for understanding customer sharing behaviors, which we define as voluntary acts of contributions by providing information or sharing exp...

The review of the literature reveals various relationships between the constructs of social identity, customer trust, and customer loyalty. Such results lead to questioning the nature of the conceptual structure that would include these constructs as well as their interrelationships in a structural model. From this perspective, the purpose of this study is to evaluate the mediating role of cust...

Introduction: Customer Quality (CQ) refers to customer’s characteristics and is related to the consumer knowledge, skills and self confidence in active participating in care process and life style improvement. This study was aimed to assess customer quality among people with Rheumatoid Arthritis (RA) according to the patients’ perspective. Materials and Methods: This cross-sectional study was c...