This study examines how three dimensions of electronic knowledge repositories (EKRs), namely customer knowledge level, customer knowledge integration and accessibility of customer knowledge, contribute to increasing customer service representatives (CSRs)’ service expertise and their customer knowledge utilization and acquisition. Furthermore, the study empirically tests the proposition that se...

The purpose of this paper investigates the effect of perceived value on customer loyalty through brand image and customer satisfaction in a lowpriced cosmetic brand, as well as to examine the moderating role of gender. The results showed that perceived value positively affects brand image and customer satisfaction. Brand image positively influences customer loyalty but does not influence custom...

The competition among shopping malls is getting increasingly more intense.In order to enhance corporate competitiveness and profitability, how toretain key loyal customers has become an important issue for the managers ofshopping malls. Customer loyalty programs are a universal practice. Thisstudy proposes an analytical model for developing the strategic management...

This study extends Web site customer orientation and salesperson customer orientation to C2C e-commerce marketing. According to customer orientation and customer value theory, the paper establishes the relationship model of consumer-to-consumer (C2C) Web site and seller customer orientation, customer value and behavioral intention. The researchers empirically examine the model employing structu...

Scholars have questioned the effectiveness of several customer relationship management strategies. The author investigates the differential effects of customer relationship perceptions and relationship marketing instruments on customer retention and customer share development over time. Customer relationship perceptions are considered evaluations of relationship strength and a supplier’s offeri...

This chapter deals with how to use data mining technology to find interesting pattern, which can be organized for global customer retention. Customer relationship management (CRM) comprises a set of processes and enabling systems supporting a business strategy to build long term, profitable relationships with specific customers. Customer data and information technology (IT) tools shape into the...

the purpose of this study is to investigate the extent to which brand experience affects brand credit, brand attitude, and customer-based brand equity. by five-point likert scale, the data will be collected through questionnaire filled by 385 students in islamic azad university-firouzkouh branch using samsung, apple, nokia, sony, sony ericsson, and lg cell phones. lisrel is used to test researc...

warranty as a kind of service contract today plays a role key in business and legal transactions. in this paper, we present a manufacturer, an agent and a customer's model under different service contracts suggestions. the manufacturer's profit is maximized by determining sale price, warranty period and warranty price. in addition we obtain optimal maintenance cost or repair cost for ...

Innovation is being view from four areas of innovation, product, service, technology, and marketing. Whereas customer loyalty is composed of customer expectation, perceived quality, perceived value, corporate image, customer satisfaction, customer trust/confidence, customer commitment, customer complaint, and customer loyalty. This study aimed to investigate the influence of innovation factors ...