The focus of this empirical study is to present the findings of a cross-cultural comparison between Canadian and Estonian university students and their perceptions of retail practices. The findings of this research indicate a level of commonality in retail shopping perceptions between both groups as well as non-trivial differences in both how shopping practice, in terms of the construct structu...

The objective of this paper is to identify the impact of service quality on customer relationship management and customer loyalty in the Indian telecom sector. Service quality has been considered as independent variable whereas customer relationship management and customer loyalty were considered as dependent variable. Five antecedents of service quality have been considered in this study viz. ...

This study aimed to investigate the causal relationships between aspects of customer capital to improve customer relationship management and increase customer’s loyalty. In this regard, by providing a conceptual framework including different aspects of customer capital (i.e. customer targeting, ability to identify customer's need, construction and management of customer information system, cust...

Service recovery is a crucial success factor for organizations. Thus, many studies have addressed the issue of post-complaint behavior. Conducting a meta-analysis, the authors test the following path model: ‘‘organizational responses (compensation, favorable employee behavior, and organizational procedures)! justice perceptions (distributive, interactional, and procedural justice) ! post-compla...

Electronic Customer relationship management performance CRM is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of CRM performance ar...

An e-retailer sponsored virtual community (ESVC), as the backyard of an e-commerce website, provides consumers with an online platform to play with each other. Different from transactional e-commerce platform, ESVC assembles consumers together to fulfil their social needs. In recent years, with the popular of Web 2.0 information and communication technologies (ICTs), e-retailers also start to i...

This paper analyzes board independence and competence as distinct, but inextricably linked aspects of board effectiveness. Competent directors add shareholder value because they have better information about the quality of projects. While a CEO cares about shareholder value, he also wants his board to behave loyally to him by agreeing to projects that give him private benefits. Because many asp...

PERSONALITY INFLUENCES CUSTOMER LOYALTY Introduction The major objective of this study was to examine the relationship between personality traits and individual Customer Loyalty patterns among mobile phone and credit card users. The study under review has various distinctive features. Earlier research was directed towards establishing a relationship between individual personality traits and buy...

What is a Customer Relationship Management (CRM) system? Not only is there little agreement on what it really stands for, there is even less agreement on what constitutes a CRM system, how it should be used, the potential of profitability gain, the impact on customer loyalty, the costs involved, the personnel needed, and the training needed for the CRM personnel. CRM system characteristics are ...

Satisfaction and loyalty of passengers is important for a public transportation system provider especially if competition exists between service providers. The factors affecting passenger satisfaction must be determined by managers, operators, decision makers. In this study, 900 using High Speed Rail System two cities (Ankara Eskişehir) in Turkey were asked to rate their perceptions about the t...