In the information systems, customer relationship management (CRM) is the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction with the goal of improving the business relationships with customers. Also, it is the strongest and...
Customer satisfaction and business performance: a firm-level analysisData analysisSerialsCustomer services qualityPurpose - To reinforce, clarify, illuminate and sometimes counter the findings and discussion of Deon Nel et al.'s article found elsewhere in this issue ("Eleven years of scholarly research...
E-service may be seen as a means to increase loyalty and customer satisfaction and to stay competitive at the same time. Although the process of building customer trust is expensive, time-consuming, and complex, its outcome in terms of forging strong buyer-seller bonds and enhanced loyalty are...
This paper seeks to examine the correlations between measures of employee satisfaction and customer satisfaction before and after a major process re-engineering initiative. design/methodology/approach etc. The importance of customer satisfaction in relation to customer loyalty and retenti...
The Kano model, traditionally used in customer satisfaction research, offers a nuanced framework for identifying the multifaceted roles of authors in scholarly... W Chou,JC Chow - 《Medicine》 被引量: 0发表: 2024年 Mapping the service recovery research landscape: A bibliometric‐based systematic re...
The Joy of Customer Satisfaction: J.D. Power Is Well-Known for Measuring Car Brands That Win the Highest Grades from Their Owners. Now the Firm Has Ventured into Mortgage Brands. USAA Federal Savings Bank Won Top Honors for Overall Customer Satisfaction in the 2003 Home Mortgage Provider Stu...
Encyclopedia articles Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System Michael D. Johnson; Anders Gustafsson. Jossey-Bass, 2000 Read preview Relationship Marketing: Successful Strategies for the Age of the Customer Regis McKenna. Perseus Publ...
and beneficial information (i.e., functional value) on the internet, along with an enjoyable, interactive experience (i.e., hedonic value). This aligns with the view that providing functional and hedonic values enhances customer satisfaction and loyalty, thereby promoting business performance(Qu et...
these relationships (e.g., Solnet, Ford, & McLennan, 2018). As such, the extensively documented deleterious effects of customer incivility on employee morale and subjective wellbeing (Koopmann et al., 2015) are likely to impede customer satisfaction, loyalty and ultimately harm firm performance....
Basic psychological needsMeaningAffordances with the capacity to influence the satisfaction of a needExamples of affordances incorporated into gamified experiences to influence the satisfaction of basic psychological needs Autonomy A feeling of being able to choose whether to perform a task or not and of...