Purpose – This study seeks to extend the resource-based view to the context of customer relationship management. It is intended to develop a measurement model of customer relationship management (CRM) capabilities, and to explore the key antecedents and performance consequences of CRM capabilities. Design/methodology/approach – Questionnaire survey was used to collect data. In order to develop ...

Electronic government is attested to have the potential to shape public administrations to be more customer oriented. In order to be customer oriented, municipalities need knowledge about customer needs. Which municipalities explore customer needs and what do they change is investigated using data of a nationwide survey about e-government in Switzerland. Results show big differences in explorin...

CORPORATE COMMUNICATIONS AND ITS IMPACT ON CUSTOMER RETENTION Economic literature has been focusing frequently on the impact of systematic coordination of all communication instmments, coming to the result that well managed corporate communications may strengthen return on sales. The justification of this assumption is the concept of market focused management, i.e. the strict orientation of all...

Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performanc...

Using internet/intranet technology to enhance customer orientation A case study of LGT Bank in Liechtenstein

Content analysis was used to compare the MKTOR and MARKOR market orientation scales in relation to the theoretical position that originally inspired their development. The underlying meanings of each scale appear to be significantly different. MARKOR integrates an organizational view of market orientation and develops an assessment the firm’s potentiality. MKTOR is more centered on the customer...

Commercial Banks and Financial Institutions are recognizing that they can no longer look at a customer from a specific product but must encompass the entire customer relationship to fully understand a client‘s profitability. From a strategic standpoint, Customer Relationship Management (CRM) mobilizes resources around customer relationships rather than product groups and fosters activities that...

a r t i c l e i n f o This paper draws from the mindfulness theory in examining the effects of service reliability (including reliable health information and care), pre-emptive conflict handling, and customer orientation on customer satisfaction and loyalty in healthcare service delivery in Malaysia. A survey of 423 consumers of healthcare services in Malaysia provides support for the theory. T...