This explorative study examines customer-supplier relationships from the perspective of psychological contracts. Based on findings from a multiple case study, the content of the psychological contracts of individuals involved in customer-supplier relationships are presented. The study provides support for the use of psychological contracts for describing the dynamics of customer-supplier relati...

Social media have been used by some companies to support customer co-creation in recent years. However, few academic studies have been done to investigate the use of social media for customer co-creation. To understand the current state-of-theart and future trends about the use of social media for customer co-creation, we conducted a blog mining study to analyze relevant posts on blogs. This bl...

under an intensive competitive environment, the construction industry is facing pressure to meet the higher customer expectations under a tighter budget. on the other hand, construction is one of the main sectors generating greenhouse gases. according to published statistics, construction industry is one of the most important resources of greenhouse emissions in the world. therefore, based on t...

Nowadays, increasing competition among companies and the huge cost of attracting new customers has led to companies seeking to retain existing customers rather than looking to attract new customers. These factors together have led to the emergence of customer relationship management. Thanks to the development of information and communication technology, especially the Internet, the use of custo...

Background and purpose: Customer relationship management research is utilized to explain the need for a more patient-oriented support. This paper argues about customer relationship managemet in healthcare Method: the present article has utilized the valid resources in the subject under study. Conclusion: CRM tools and strategies will be implemented in the marketing and service layer. The health...

Panel cointegration analysis is used to examine the links between customer satisfaction and its antecedents as well as satisfaction and consumer voice and loyalty for four firms in the limited service restaurant sector. The results suggest satisfaction and perceived value continually move to maintain a stable balance between perceived quality, expectations, perceived value, and satisfaction. Lo...

This study uncovers the ignored role of institutional environment for marketing strategy and customer relationship management. Hypothesis tests in a sample of Chinese firms find support that channel networking strengthens the customer orientation–customer trust/commitment– firm performance (CTP) causal chain. In addition, the results show that government networking moderates this chain in a non...

With the increasingly turbulent environment and the significant role of customers in business success, creating and delivering superior customer value by deploying unique competences of a firm has been winning more attention. However, studies of customer value seem rather divergent and fragmented, and few studies, if any, have been conducted to identify the distinctive capabilities that determi...

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...

With service orientation gaining more importance over the last couple of years, new requirements have evolved which are posed on accounting management solutions. In brief, accounting management systems are required to support a wide–range customization of the provided accounting functionality according to customer needs. This includes among others the support of complex–structured, usage–based,...