Customer satisfaction and its antecedents have been investigated extensively in the customer satisfaction and service quality literature, and the consequences of customer satisfaction have received some attention in the research literature. Customer satisfaction research literature contends that higher customer satisfaction increases customer retention and hence organisational profitability. Mo...

This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution ...

Purpose – This paper aims to investigate organizational factors to explain why a corporate data warehouse (CDW) was not used by marketing to the extent that it was expected to be used for CRM and other marketing purposes. Design/methodology/approach – A case study of a single health-care payor organization is used in this study. Findings – Reveals the three primary implementation factors relate...

Civan and Sliepcevich [1, 2] suggested that special matrix solver should be developed to further reduce the computing effort in applying the differential quadrature (DQ) method for the Poisson and convection-diffusion equations. Therefore, the purpose of the present communication is to introduce and apply the Lyapunov formulation which can be solved much more efficiently than the Gaussian elimi...

This article presents various traffic separation approaches to transmit HSPA (HSDPA/HSUPA) traffic in the existing ATM-based UMTS Radio Access Network, together with Release 99 (R99) traffic. The traffic separation technique enables QoS differentiations of HSPA and R99 traffic, while aiming to achieve a maximum utilization of the transport resources in the radio access network. The potential be...

In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing...

Large, multidivisional enterprises need corporate data of high quality in order to meet a number of strategic business requirements, such as enterprisewide process harmonization, integrated customer management or compliance. Therefore, many enterprises today are in the process of establishing Corporate Data Quality Management (CDQM), which requires an overarching CDQM strategy. This paper prese...

Customer relationship management (CRM) is seen as a key element in delivering citizen-centric public services in the UK. However, CRM originated in the private sector as a technology to support customer acquisition, retention and extension (cross-selling). The appropriateness of this technology to organizations striving to meet complex goals such as improving the quality of life for vulnerable ...

Distant supervision (DS) is a well-established method for relation extraction from text, based on the assumption that when a knowledge-base contains a relation between a term pair, then sentences that contain that pair are likely to express the relation. In this paper, we use the results of a crowdsourcing relation extraction task to identify two problems with DS data quality: the widely varyin...

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...