This research explored a conceptual framework incorporating interrelationships among corporate social responsibility (CSR), corporate ability (CA), corporate reputation (CR), and CSR-related transparency on customer loyalty within the hotel context. In this study, we also analyzed consumers' propensity to support CSR initiatives through the socio-demographic indicator of gender. We used indepen...

Most of previous studies on mobile banking focus on the initial adoption by drawing upon the technology acceptance theories, while the post-adoption issues (e.g., loyalty) have been rarely examined. To fill this research gap, based on brand equity theory and symbolic value theory, we propose a research model to articulate the relationship between technology leadership, brand equity, and custome...

Customer Lifetime Value has become a very important metric in Customer Relationship Management. Various firms are increasing relying on CLV to manage and measure their business. CLV is a disaggregate metric that can be used to find customers who can be profitable in future and hence be used allocate resources accordingly (Kumar and Reinartz, 2006). Besides, CLV of current and future customers i...

The rapidly evolving phenomenon of the World Wide Web and the creation of a new international arena for electronic commerce have expanded the possibilities for the marketing of products and services. The role played by customer behavior in the market-space is still not entirely understood and calls for investigations into the signi®cance of customer attitudes and loyalty. In this article, a mod...

the aim of this study was to describe and determine the relationship between satisfaction and customer loyalty and word of mouth advertising in zanjan bodybuilding clubs. the population of this study included all customers of bodybuilding clubs in zanjan city who had at least one year of physical activities in these clubs. 280 customers were randomly selected from bodybuilding clubs and data of...

Electronic commerce on the Internet has been discussed in literature as an interorganizational information system that can provide a strategic advantage via customer loyalty to small and medium-sized enterprises (SMEs). However, that is not always true, because many SMEs have difficulties achieving the benefits, as suggested by media and early research. This study is an empirical examination of...

Structured Abstract Purpose: Despite having been widely studied in traditional (bricks-and-mortar) services, the effect of service failures and recovery on customer loyalty has received only limited attention in the context of e-services. Taking the default stance that theory from traditional services will find replication in e-services, this study sets out to empirically test the following set...

Nowadays E-tailing has grown tremendously fast, which bring intensive competition in online business. E-tailers pay more attention to website management to acquire and retain customers. Information quality of website is vital to gaining and increasing customer loyalty in online market. This study validates that information quality has direct effect on customer satisfaction, and it investigates ...

The convenience of banking via the Internet is allowing the growth of multiple banking relationships while maintaining an everyday account with another bank. Denton and Chan (1991) defined this kind of multiple banking as being conducted where people employ two or more bankers to handle their personal financial affairs. Gerrard and Cunningham (1999) indicated that socio-economic characteristics...

Experience design, an approach to create emotional connection with guests or customers through careful planning of tangible and intangible service elements, has gained popularity in many hospitality and retail businesses. With ever-increasing competition, service providers seek to develop loyalty by aggressively designing, continuously innovating, and managing their customer experiences. This a...