Mobile Customer Relationship Management (mCRM) system is one of the recent advancements in CRM systems. Recent years, customers using mobile phone have presented a very fast growing on value added services, SMS and information services. Advances in technology have changed the way in which the retail sector conducts business and are increasingly providing customer with greater conveniences. The ...

Globalization and deregulation are modifying the competitive framework in the majority of economic sectors and, as a result, many companies are changing their commercial model to focus on the preservation of existing customers. Understanding customer loyalty therefore represents an element of competitive advantage. In this brief paper, we investigate loyalty in the Spanish petrol station market...

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The internet has the potential to dominate all other mark...

a r t i c l e i n f o This paper draws from the mindfulness theory in examining the effects of service reliability (including reliable health information and care), pre-emptive conflict handling, and customer orientation on customer satisfaction and loyalty in healthcare service delivery in Malaysia. A survey of 423 consumers of healthcare services in Malaysia provides support for the theory. T...

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 used the partial least squares (pls) approach to examine the effect of corporate reputation on the customer loyalty of the food and beverages industry in nigeria. the data for this study were collected from the customers in kano state nigeria. out of 250 distributed questionnaires, 212 usable questionnaires were returned. before examining the effect of corporate reputation on the cus...

Customer loyalty is a key driver of financial performance in service organizations. We investigate whether or not online customer loyalty can be increased through enhancing the perceived service quality, reducing perceived sacrifice and improving the perceived service outcome in the online service context with the possible availability of live help service technology. We also investigate the mo...

The digital era brings humanity into life easier, even in ordering food or drinks the modern is very easy. Because it supported by sophisticated technology, will support a more aggressive economy. However, this an aspect that considered researchers, with economy there be quite tight competition, many MSME companies feel helped but small are threatened due to lack of knowledge about strategies f...

The study was to gain improved understanding of the forces and factors present in after-sales activities, and the role of these in enhancing or endangering business. The objective was to gain a better understanding of how a supplier could successfully manage its “customer care” activities in the dynamic mobile telecommunications market. After sales business activities in this industry have rece...