a r t i c l e i n f o This study investigated the influence of the completeness of CRM relational information processes on customer-based relational performance and profit performance. In addition, interaction orientation and CRM readiness were adopted as moderators on the relationship between CRM relational information processes and customer-based performance. Both qualitative and quantitative...

The objective of this study was to use equity theory to examine communication maintenance behaviors in father-daughter relationships. It was proposed that equity types would be possible determinants of relationship maintenance behaviors and, ultimately, relational and communication satisfaction. One hundred ninety-eight father-daughter dyads participated in the study. Results indicated that fat...

Making decisions about the economic selection of the customers plays a significant role in the sale and logistic management of the companies. Furthermore, another issue affecting the relationship between the suppliers and the customers is the proper and timely distribution of the products as well as the optimum mixing of the distribution routes to reduce transportation costs. In this paper, the...

Many Internet vendors have realized the importance of “locking-in” online customers in order to ensure their profitability. For this reason, many researchers have paid attention to the formation of switching costs which acting as a barrier that prevent customers from easily changing from one vendor to another. Erection of switching barriers will represent an important strategy for locking in cu...

This study examines some major variables moderating the relationships of service quality, customer satisfaction, and customer loyalty in mobile phone services. The study employed statistical analyses, such as reliability analysis, factor analysis, and hierarchical regression analysis. The results of the study reveal that service quality and customer satisfaction positively affect customer loyal...

This paper reports on recent work and directions in modern software architectures and their formal models with respect to software maintenance. Related earlier work, now entering practice, provides automatic creation of object structures for customer applications using such models and their algebra, and we will summarize that work. Our focus on maintenance intends to attack the most costly and ...

this research offers a comprehensive model to investigate the relationships between services quality, hedonic affect, perceived value and behavioral intentions. the purpose of this study is to build a broader understanding of the determinants of customer satisfaction and behavioral intentions throughout the restaurant services by incorporating the perceptions of hedonic affect in service delive...