The rapid expansion of global marketplaces and the recent developments of ICT have led to the greater business opportunities. In their quest to build close relationships with their customers, many businesses have turned to customer relationship management (CRM). This study examines the effects of ICT infusion embodied in three CRM elements on CRM performance, partnership quality and customer lo...

Received Dec 9, 2016 Revised Mar 27, 2017 Accepted Apr 11, 2017 This study aims to analyze empirically three factors antecedents of trust they are system quality, information quality, and service quality. Customer trust is used in determining customer intention to purchase of e-commerce in social media (facebook). A number of respondents were 451. The results of this study concluded that three ...

The purpose of this study was to test how potential customers’ perceptions of a hotel’s corporate social responsibility activities, service quality, and transparency affect relationship quality constructs such as trust, satisfaction, and customer loyalty. Our research design consisted of utilizing a convenience survey of 487American potential hotel customers. We then followed a two-step approac...

On the basis of literature research and field research, the article analyzed and summarized factors that affect the customer experience, and built index system of customer experience quality evaluation and evaluation model to help businesses understand the multi-channel customers’ behavior, to be evaluated on its own channel construction and the customer experience, enabling enterprises to the ...

The high cost of attracting new customers on the Internet and the relative difficulty in retaining them make customer loyalty an essential asset for many online vendors. In the non-Internet marketplace, customer loyalty is primarily the product of superior service quality and the trust that such service entails. This study examines whether the same applies with online vendors even though their ...