Relationship marketing has been suggested as a new approach for marketing management. The aim of this paper is to investigate the strength of customer relationships in bank services. A model, that relates service quality and satisfaction to relationship strength is presented. The empirical part of the paper is based on a qualitative study concerning private customers’ bank relationships in Finl...

This study proposed a conceptual model to examine how customers’ perceptions of physical environment influence disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study showed that facility aesthetics, lighting, layout, and social factors had significant effects on disconfirm...

The purpose of this study was to describe how companies in pharmaceutical and biological sectors can ensure their position in different markets by relying on sustainable, competitive advantages, resulting from the use of a well-defined marketing model with particular emphasis on brand improvement. As competition becomes more intense among companies and phenomena such as global marketing grow in...

introduction: having a desirable image in a market can be considered as an asset for an organization. therefore, using proper approaches, managers of such organizations must monitor and manage the image of their organizations in order to achieve their organizational goals and their customer’s satisfaction. as an important sector of every society, managers of hospitals also must try their best t...

information and communication technologies (ict) have offered innovative and cost effective advertising tools for managers. one of such technologies is mobile phone which has enabled a novel marketing channel for companies to directly reach their customers. yet, mobile marketing is still in its infancy and needs deeper investigations. this paper has studied 588 customers’ perception for receivi...

Some of the conclusions obtained from this research are as follows following: Digital customer experiencesignificantly influence satisfaction. This shows that greater digital experience value can be felt by customers, satisfaction will increase. emotional marketing. In study, relationship between these two variables is closest all because it has highest path coefficient and t values. experience...

nowadays, the awareness of service firms’ managers about the crucial role of customers in the success or failure of their business has increased. this has led them to this fact that the best strategy for surviving in the marketplace is encouraging customers’ prosocial behaviors in service delivery process. reasonably, one of the best strategies to encourage customers toward these behaviors is s...

The research of customer satisfaction greatly promoted the development of customer marketing, but the existing research emphasize the results and feedback effect of customer satisfaction; ignore its core link role. This paper analyzes how classification of customer profits; determination of target customers; setting file according to the customer perception and adjusting according to customer c...

relational marketing (rm) is one of the recent concepts in marketing field and aims to increase relationship between industry and consumers to introducing their needs and create maximum value for consumers and firms by offering products and concepts according to their needs. as hospitality industry is one of the most competitive industries and its success is hardly depends on competitive advant...