The language/action perspective (LAP) as orginally introduced by Winograd and Flores has inspired several tools and information system design methodologies. The goal of this article is to make the communication norms underlying various LAP workflow loop models (DEMO, ActionWorkflow) explicit and to contrast them with the auditing norms of internal control. It appears that the communicative acti...

While the construct customer brand engagement is gaining magnitude in hospitality studies, this study establishes positive word of mouth and loyalty as relevant outcomes engagement. It proposes empirically tests a model which underpinned by social relationship management theory. By means survey questionnaires, data was obtained from 373 customers hotels, island Mauritius. The proposed tested us...

In information technology era, databases are known asone of the most valuable resources for organizations, especially usedin database marketing. Customer Equity is a key concept in DatabaseMarketing which integrates customer acquisition, retention and development.From the perspective of customer equity, customers are theprimary source of both current and future cash-flows. Customer equitymodels...

the purpose of this study is the feasibility of customer relationship management implementation from employees and managers' perspective of melli bank in esfahan city by using structural equation modeling (sem). this study is applicable in terms of purpose and descriptive –survey in terms of method. the sample population of this study was employees and managers of melli bank in esfahan cit...

This study adopts both a resource-based perspective that combines technology, human, and business resources to develop an infrastructure capability, and a strategic-positioning perspective that emphasizes customer orientation to examine customer information quality in customer relationship management (CRM) systems. Specifically, this study examines how firms bundle infrastructure capability and...

This study is aimed at providing an insight into the effects of competition on customer value delivery for customer loyalty. Data were collected using a questionnaire on dyads of service employees and customers. The techniques of ANOVA, ordinary least squares, and logistic regression were used to analyze the dyad data in terms of research purposes. Results show that competition is a moderator o...

In the past decade, firms have paid increasing attention to customer value management (CVM). Through customer-centric management systems, firms aim to maximize customer value. In this article, we put forth six important lessons that firms can employ for successful CVM, integrating available research knowledge and best practices: (1) use CVM to improve business performance; (2) ensure that CVM i...