Examining Customer Collaboration in Multi-Surface Retail Environments

One-to-one modeling and simulation: a new approach in customer relationship management for grocery retail

The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customer satisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of custom...

Customer Retention and the Bottom Line: Examining the Role of Customer Share of Wallet (SOW) as a Moderator of Affect- and Trust- Mediated Effects

This study presents a model in which store affect and store trust mediate the effects of store characteristics on store outcomes. It is proposed that the impacts of store atmosphere and merchandise value on two types of loyalty intentions are mediated by store affect and store trust simultaneously in a dual process model. Customer share of wallet is hypothesized to moderate the effects of these...

Market orientation: a promising metaphor for culture and collaboration in industrial networks

Recent research on market orientation and close customer relationships addresses how firms create market intelligence and adapt to their environments. However, our understanding of market-oriented firms is incomplete because it does not fully incorporate with cultural linkages and collaboration in buyer-seller relationships. Actually, it has been neither investigated nor understood well the int...

Examining Service Quality and Customer Satisfaction in the Retail Banking Sector in Vietnam

The Explanatory Potential of Congruence in the Relationship Between Retail Image , Brand Image and Retail Customer Satisfaction

This paper aims to contribute to current customer satisfaction and retailing literature by conceptualising the relationship between retail image, brand image and whether a congruent relationship between the two influences customer satisfaction. Whilst most literature pertaining to customer satisfaction tends to consider the concept in terms of an independent variable, this paper seeks to explor...