In this paper we present the structure of “customer disvalue” phenomenon as the complementary concept for customer value. Authors, who are proponents of humanized marketing, rely on the lived-experience of customers as the primary source of data in order to grasp a first-hand understanding of the phenomenon that has been profoundly shadowed by objectivism of economics. The research is based on ...

abstract reading strategies are seen as supportive means to help learners process and comprehend english texts effectively. the present research probed to posit a discipline-specific model of reading strategies for iranian tefl postgraduate students. the motive behind developing a local model of reading strategy is twofold: first, a variety of postgraduate students admitted for m.a and ph.d. pr...

this study aims to determine organizational citizenship behavior’s impact on customer loyalty and quality of services. that is to examine, organizational citizenship behavior of nurses and patients (customers) of the kermanshah province hospitals by two hypotheses. population comprised of 1524 nurses which 544 nurses were selected as sample. also sample of same size in a random way in a period ...

A number of recent marketing studies examine the stock market's response to the release of American Customer Satisfaction Index (ACSI) scores. The broad purpose of these studies is to investigate the stock market's valuation of customer satisfaction. However, a key focus is on whether customer satisfaction information predicts long-run returns. We provide evidence on the market's pricing of ACS...

More and more literatures have researched the application of data mining technology in customer segmentation, and achieved sound effects. One of the key purposes of customer segmentation is customer retention. But the application of single data mining technology mentioned in previous literatures is unable to identify customer churn trend for adopting different actions on customer retention. Thi...

Experience, defined as the subjective response of customers to any direct or indirect contact with a company, has been considered as a critical factor in connecting customers emotionally and in turn achieving customer retention. A most critical source of experience is the service delivery process encountered by customers. Nevertheless, existing tools for depicting service focus mainly on the ac...

While the focus of electronic commerce has often been on “dot coms” or pure Internet based companies, a major transformation is under way in many traditional “bricks-and-mortar” organizations. The latter are investing heavily in Internet based technologies and applications in order to attain new heights of efficiency, productivity and business value. While anecdotes in the business press sugges...

BACKGROUND The concept of customer engagement and devotion has been applied in various service businesses to keep the customers with business However, a limited number of studies were performed to examine the context of customer engagement and devotion in pharmacy business which focus on the impact of customer perceptions about pharmacists, perceived quality of pharmacy structure, medication pr...