Web-enabled customer relationship management, or e-CRM, holds the promise to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A new multi-disciplinary field involving such diverse areas as marketing, information systems, and consumer behavior, e-CRM seeks to strengthen custome...

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and...

Importance should be given to financial indicators of profitability, revenue growth and liquidity, indicators of customer loyalty and satisfaction, indicators of innovation, quality, range of products or speed of service, and indicators related to the tasks and satisfaction of the employees, technology and alliances. Nevertheless, the new economy companies have a series of peculiar characterist...

The online intermediary connects merchants whose products and services it offers, end-customers who do shopping through the intermediary, but consume traditionally. Customer satisfaction is a prerequisite to e-loyalty, in these models, depends on both parties, merchant. Consequently, important for intermediaries know if e-loyalty can be threatened by poor service delivered merchants. Our goal i...

this study aims to determine organizational citizenship behavior’s impact on customer loyalty and quality of services. that is to examine, organizational citizenship behavior of nurses and patients (customers) of the kermanshah province hospitals by two hypotheses. population comprised of 1524 nurses which 544 nurses were selected as sample. also sample of same size in a random way in a period ...

Background. Attention to the loyalty of fans to the long-term success of sports organizations has become increasingly important. On this note, it seems necessary to pay attention to the variables that predict and influence the loyalty of spectators. Objectives. The aim of this study was to determine the mediating role of satisfaction in the effect of team reputation and team quality on the loy...

This research examined the determinants of e-satisfaction, continuance intention, and e-loyalty regarding use mobile payment applications (MPAs). It developed validated electronic technology model (e-TCM) integrating a psychological factor (perceived threats), circumstantial anxiety), dimensions quality. Using questionnaire, data was collected from 455 respondents analyzed using structural equa...

As online shopping is becoming more and more popular in recent years, many studies have been conducted to explore the key issues involved in online shopping such as trust problems and strategies to retain customers. This study will explore the nature of trust and its relationship to consumer loyalty in E-commerce. It examines the importance of trust to consumers’ loyalty behaviour and how consu...