The growing focus on customer relationship forces enterprises to redesign their processes more customer oriented. This article suggests a classification of customer orientation from the customer’s perspective. Within this classification we discuss processes to obtain customer-oriented products and services in enterprises. To create a comprehensive solution to a customer’s problem, i.e. a bundle...

today, customer satisfaction as a factor of success of companies has a main importance in the marketing literature. this study has been done to identify factors affecting customer satisfaction with an emphasis on the social capital and the organizational justice. the statistical population of the study includes staff and customers of the commercial banks in tehran, qom and markazi provinces. to...

One main characteristic of virtual enterprises are short-term collaborations between business partners to provide efficient and individualized services to customers. The MOVE project targets at a methodology and a software framework to support such flexible collaborations based on process oriented design and communication by Web services. MOVE’s framework supports the graphical design and verif...

Reliability is an essential factor in distribution networkt expansion planning. However, standard reliability assessment techniques rely on quantifying the impact of a pre-specified set events service continuity through simulation component outages, one at time. Due to such simulation-based nature, incorporation into network planning has customarily required application heuristic and metaheuris...

The software application domain of customer-oriented telephony is worth the attention of specialists in formal methods. Primarily this paper is a tutorial about customer-oriented telephony. It also includes observations about how this domain should be formalized, including critiques of some popular

Understanding the antecedents and consequence of Internet-enabled Supply Chain Integration (IeSCI) is an important concern to researchers and practitioners. Although the existing research has identified economic and legitimacy-oriented motives that lead IeSCI, there is a lack of research investigating how these motives are interrelated. In addition, the findings of previous studies on the conse...

For industrial product design, it is very important to take into account assembly/disassembly and maintenance operations during the conceptual and prototype design stage. For these operations or other similar operations in a constrained environment, trajectory planning is always a critical and difficult issue for evaluating the design or for the users' convenience. In this paper, a customer-ori...

The software application domain of customer-oriented telephony is worth the attention of specialists in formal methods. Primarily this paper is a tutorial about customer-oriented telephony. It also includes observations about how this domain should be formalized, including critiques of some popular

This research aimed at   applying SERVQUAl model to examine the relationship between mobile banking services and customer satisfaction. While the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. Thus, the current paper attempted to fill the gap in the literature by applying SERVQUAL model t...

original article   introduction: good service quality is the company's ability to meet or exceed customer expectations or the degree of discrepancy between customer expectations and perceptions about the quality of offered service. this study was aimed to examine the quality gap of occupational health services in an oil & gas company of iran. method: this cross-sectional study was done between ...