Purpose – This paper attempts to investigate the casual relationships among service convenience, perceived service value, perceived service guarantee strength, customer satisfaction, and loyalty. Although previous studies have addressed the importance of these variables, the understanding of the mediating effect of customer-perceived service value and the moderating effect of customer-perceived...

This paper presents electronic cash as a catalyst to electronic commerce. Electronic Cash facilitates business transactions not only between customers and merchants, but also between customer to customer transactions. This paper discusses a survey regarding electronic cash that was done in University of Puerto Rico in 2004. This survey analyses what the students think about electronic cash as a...

The ability to capture customer needs and to tailor the provided solutions accordingly, also defined as customer intimacy, has become a significant success factor in the B2B space in particular for increasingly "servitizing" businesses. Providers aim at achieving competitive advantages, such as cross-selling and customization by leveraging customer relationships and customer knowledge. However,...

Abstract The Social Web offers new opportunities, such as direct market access, interactive customer contact or a better understanding of market demands, in the field of customer relationship management (CRM). Consequently, firms develop new strategies, processes and technologies to utilise the Social Web for their needs. From the perspective of CRM, the Social Web creates an opportunity to dir...

We analyze consumers’ choice and overflow behavior between two potential market segments with different fares, capacity allocated, and then develop the optimal capacity and pricing polices assuming such consumers’ strategic behavior can be observed. Every consumer prefers to choose a fare to obtain their utmost value surplus, and select the second if the first-best choice cannot be satisfied. O...

Integrating customer contributions into new product development provides an effective approach for successful product innovation, but little academic research explicitly addresses appropriate customer integration strategies. To explore such strategies, this study investigates the impact of different customer contribution types and timing. An analysis of four case studies with industrial goods d...

This research paper identifies the functions and processes of branding in relation to the pharmaceutical industry with a comparison to the Fast Moving Consumer Goods (FMCG) industry; using previous research demonstrating elements of branding being introduced in greater depth to the pharmaceutical industry; with the goal of adding measurability to ensure successful transition. The study consider...

This paper presents a study of how the business models of organizations are getting transformed in the Marketspace created by the Internet and WWW. We use a model comprising the four P’s Product, Price, Promotion and Placement and one C Customer Relationship. We study how these four P’s and one C are being transformed by the fundamental characteristics of real-time interactivity and global conn...

Corporate information technology (IT) investments in customer support and service such as CRM systems have been on a steady rise. Of late, the primary interest has shifted toward assessment of returns on these investments. This research attempts to assess the value of IT investments in a customer support setting using a process-level analysis. Given the lack of academic IS research in the area ...