E-government readiness assessment is a significant indicator in measuring citizen satisfaction levels in using E-government services. It provides an opportunity to learn about the government's strengths and weakness on the journey to excellence. Simultaneously, the main goal of E-government is to create an optimized relationship with its citizens. This paper presents an E-Government readiness a...

This article contends that current discussion and research into the role of physical distribution service in the marketing miz are hampered by a lack of consistent definition of the concept ofphysical distribution service and its component dimensions. In order to clarify this concept, prerequisites for a theoretically meaningful understanding of physical distribution service are presented and s...

Continual advances in information technology (IT) have opened new business opportunities in global marketplaces. As a result, many businesses have turned to CRM to gain greater insights into their customers and apply this knowledge toward forging long-term relationships with them. This study examines the relationships of CRM practices (marketing and operational programs) with three antecedent e...

This paper examines two extreme approaches that are alternatives to measure egocentric networks with network generators. The single-item approach to measure daily contacts differentiates the individuals effectively, corresponds closely with complex network measures, and reveals well how individuals vary in both expressive and instrumental returns, as supported by 14 large-scale probability surv...

(1) Problem Definition: We provide guidelines on three fundamental decisions of customer relationship management (CRM) and capacity management for profit-maximizing service firms that serve heterogeneous repeat customers, whose acquisition, retention, and behavior depend on their service access quality to bottleneck capacity: How much to spend on customer acquisition, how much capacity to deplo...

With the deregulation and globalization of telecommunication markets, service provider management systems are required to inter-operate and cooperate with other (possibly competing) service providers and customer management systems. Speed of deployment, ease of reuse of existing components and co-operation across organizational boundaries are vital for management systems to succeed in such an o...

This paper describes the evolution and the results of the research work carried out by the IRIS group in the field of enterprise integration. This research work began with the ARDIN project, the aim of which was to develop and validate a step forward in the state of the art of the Reference Architectures for Enterprise Integration. The ARDIN project was focused on the internal integration of th...

a r t i c l e i n f o This study investigated the influence of the completeness of CRM relational information processes on customer-based relational performance and profit performance. In addition, interaction orientation and CRM readiness were adopted as moderators on the relationship between CRM relational information processes and customer-based performance. Both qualitative and quantitative...

Customer centricity has long been a guiding principle for many businesses. However, it is usually limited to marketing existing products with as strong a customer focus as possible. Corporate strategy remains basically product-centered. Customers typically have a fractured view of an enterprise. Conversely, the enterprise has only a splintered view of the customer, determined by different custo...