The purpose of this study is to continue to fill a gap in the literature by investigating the impact of website-supported customer relationships on customer satisfaction. The study used content analysis to analyze the interview data obtained from a sample of 22 executives and webmasters of eight (8) IT companies in Quebec, Canada to test the hypotheses. The results show that three of the four w...

Customer relationship management (CRM) is about identifying a company’s best customers and maximising the value from them by satisfying and retaining them. As a business philosophy CRM is seen to be firmly rooted in the concept of relationship marketing, which is aimed at improving long-run profitability by shifting from transaction based marketing to customer retention through effective manage...

The Internet revolution is challenging marketers to attract and retain customers, who in many cases, migrate to the Web for speed and convenience. This appears to contradict the essence of true relationship marketing which is founded on the emotional dimensions of interpersonal relationships: trust, commitment, investment by individuals, dependence, two-way communications, a sense of attachment...

Because of a large number of customers using social media, firms have embraced social media as a useful communication tool during product-harm crises. However, current knowledge on the relationships between corporate crisis response, customer secondary crisis communication, and customer purchase intention remains limited. Based on an economic view, this study proposes a model to examine how cor...

Some leading e-Commerce sites (B2C) provide customers with over-personalized spaces which do not seem to be necessary. Why do the site providers provide such unnecessary capabilities for customers? Is it an effective marketing strategy? This study proposes the concept of “psychological ownership” for examining the impact of e-Commerce sites’ personalized spaces on customer perception and behavi...

Industrial services brand will play a critical role in establishing high-quality customer relationships. Based on this, this study aims to empirically explore the influence of industrial services brand on customers’ perceptions toward the two parties’ relationships. The study develops a conceptual framework firstly for industrial services brand which includes expertise, corporate reputation, co...

Descriptive and predictive analytics enable the automotive industry to be pro-active in its management of warranty repairs and the substantial unknown costs associated with future claims. Understanding what makes their customers most dissatisfied can assist manufacturers to take pro-active steps towards restoring satisfaction and increasing the likelihood of customers making future purchases. P...

Simplicity of usage, flexibility of data access, ease of maintenance, time and energy efficiency, and pay as you go policy have increased the usage of cloud computing over traditional computing. Cloud computing should be able to meet the performance expectations of different class of customers. On the contrary, inefficient scheduling algorithms decrease the quality of service experienced by use...

Customer relationship management (CRM) refers to the managerial efforts to technologies and processes that helped to understand firms’ customers. For this reason data mining techniques have an important role to extract the hidden knowledge and information which is inherit in the data used by researchers. This investigation focuses on the current automotive maintenance industry in Iran and appli...

This paper examines satisfaction and loyalty in a virtual environment via an online survey of members of a frequent guest program of a major hotel chain. In contrast to the view that web customers are fickle and disloyal, the web does provide an additional channel to build relationships, deliver satisfaction and create or sustain loyalty. The results of this survey show that the more customers ...