Business response to customers’ need for service (before, during, and after purchase) is mixed –from investing significantly to not investing at all or even to de-investing – indicating an ambiguity regarding customer service’s impact on performance. In this paper we test the impact of god and bad customer service on key business variables such as customer satisfaction, perceived relative attra...

First-generation E-commerce applications, such as corporate web sites or electronic catalogs have often been developed from a technological or marketing perspective. Technological features do not fit the customer’s requirements or marketing does not conceive E-commerce as part of their customer relationship program. Disappointing transaction figures or business cases for E-commerce are the most...

Purpose – The purpose of this paper is to investigate the relationships among suppliers’ trust and commitment, transaction-specific investment, switching cost, and customer involvement within the context of relational governance mechanism and the social exchange theory. Design/methodology/approach – The authors use survey data from 214 Chinese manufacturing firms and employ the structural equat...

Profitability analysis is a tool which enables the users to evaluate company’s performance. Customer profitability analysis idea is to figure out the customer service activities and cost drivers to determine the profitability of each customer or group of customers. The use of customer profitability analysis appears as a powerful tool to allow management to consider the cost and profit from a cu...

This paper calls for a merger of technology and marketing under a customer value perspective; for an enhancement of the traditional technological innovation orientation of the technology-based firm with a market thrust. It establishes technology-based products as product-service offerings that are derived from technological innovation. The aim in marketing technology-based products is an improv...

This article describes a framework of analysis that categorizes features of website design in a matrix of business functions versus customer values. The framework supports a development plan for a commercial website that may involve all aspects of a transaction. It also includes examples of Web features that could be evaluated from the visitor or customer perspective. As customers might have a ...

There is a dearth of studies pertaining to the influence of SERVPERF on customer satisfaction and customer loyalty among low cost and full service airlines. Prior studies have measured service quality using the GAP-5 model with SERVQUAL; however this study offers a new perspective by using the SERVPERF with an SEM–artificial-neural-networks predictive analytic approach. This is different from t...

This technical support center is vital to Macrohard’s business strategy, since it has a significant impact on customers’ experience with their products. To ensure that this experience is positive, technicians must provide accurate information and helpful support. From Macrohard’s perspective, this is a matter of ensuring that the technician has the right skill and training. But for customers to...

It is a common problem for companies to sustain high levels of customer satisfaction in social media where customer opinions and attitudes propagate through a large population quickly. The value of customer participation has been emphasized in order to improve the information exchanging between customers and companies. Value co-creation is one of the most important ways to achieve that goal; an...

In this paper the capability of a customer focused quality engineering technique called “Quality Function Deployment (QFD)” have been reviewed. A comprehensive perspective of QFD and its potential areas for improvement have been provided, which could serve as an opportunity for further investigations. It has been found that comparing with other quality approaches, QFD is the most applicable tec...