The goal of this study is to analyze a proposed model that shows how customer perceptions corporate social responsibility (CSR) and citizenship behavior (CCB) in the banking sector are directly indirectly related. In addition, we examine CSR contributes growth engagement. Customers Indian banks made up study’s target population, 363 responses were collected as part sample. According findings, p...

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...

Differences in the characteristics of behavior-based versus outcome-based salesforces are explored The most important differences between the two groups are intrinsic motivation and recognition motivation. The results indicate that professional competence, team orientation, risk aversion, sales support orientation, customer orientation and planning orientation are not significant, Behavior-base...

With the economic intensification of a country is on accelerating mode, role of banking industry is also important in this growth. In a hyper-competitive market all commercial banks in Bangladesh are faced with challenges of retaining the existing and attracting new customers. The aim of the research is to take the opinions of different peoples in Rajshahi city, Bangladesh about the service qua...

In this article, we develop a conceptual model of adaptive versus proactive recovery behavior by self-managing teams (SMTs) in service recovery operations. To empirically test the conceptual model a combination of bank employee, customer, and archival data is collected. The results demonstrate support for independent group-level effects of intrateam support on adaptive and proactive recovery be...

CRM managers are frequently overloaded with large number of text messages from their customers, and making sense of those messages is a difficult task. We introduce an interactive toolset that can facilitate the exploration of CRM data semi-automatically. This toolset is based on the state of the art text processing technologies and allows CRM managers to discover interactively the re-occurring...

The analysis of customer behavior is used to maintain good relationship with customers. It maximizes the customer satisfaction. We can also improve customer loyalty and retention. The aim of this paper is to develop a very useful trend for launching products with configurations for customers of different gender based on past transactions. Based on the previous transactions of the customers, pre...

the purpose of this research is analyzing and investigating customer complainant behavior and dissatisfaction from siapa services features in shiraz. in addition, we are evaluating the relationship are collected from one open and two closed questionnaires between attitude toward complaint and complainant behavior. necessary information. by using of cluster sampling, and six areas of shiraz 147 ...

The value of the customer has been widely recognised in terms of financial planning and efficient resource allocation including the financial service industry. Previous studies have shown that directly observable information can be used in order to make reasonable predictions of customer attrition probabilities. However, these studies do not take full account of customer behavior information. I...

Dissatisfaction response is an area of research pertinent to customer retention. These behaviors bring significant information back to the marketer improving customer relationship management. While common sense would say that the more upset the customer is, the more likely he or she is to act, what is unknown is what aspect of emotion is the influence and which behaviors are influenced. In a st...