Services have been investigated from a diverse range of approaches. Services encapsulate over 65% of global business, yet there are many gaps in the services knowledge base – particularly from an operations management perspective. This research investigates an emerging and truly disruptive business scenario – the service value-chain, from both a marketing and an operations approach. The service...

This study aims to identify how the perception of trustworthiness and website atmosphere influences customer trust and website image to enhance stickiness, as well as the extent to which gender moderates the relationships between the constructs. The results confirmed that trustworthiness and website atmosphere have positive impacts on customer trust and website image. Customer trust and website...

1 All well reputed organizations know that the key to success lies in their customers. Hence in today’s world, the companies who do not provide value to their customers bring an opportunity for the competitors to jump in and steal these customers. Same rule applies in Telecommunication sector hence this research focuses on finding the impact of service quality, customer satisfaction and loyalty...

Although firms have invested significant resources in implementing enterprise software systems (ESS) to modernize and integrate their business process infrastructure, customer satisfaction with ESS has remained an understudied phenomenon. In this exploratory research study, we investigate customer satisfaction for support services of ESS and focus on employee skills and customer heterogeneity. ...

This paper presented a development of a customer experience-based brand strategy for Lenovo Group which is one of the biggest and most powerful PC producers in the world. After acquiring the IBM’s Personal Computing division, Lenovo focus on exploring the UK market. Due to differences in culture, user behaviour, market environment and so on, Lenovo have to develop a new product development bran...

Abstract Customer segmentation and key account management are important use cases for clustering algorithms. Here, a data set of Portuguese wholesaler food household supplies is used as an exemplary application. To increase the quality analysis, two-stage approach proposed. First, accounts filtered by density-based outlier detection. Second, Gaussian Mixture Model (GMM) applied to cluster small...

Organisations are becoming increasingly more reliant on leveraging their information and knowledge to gain competitive advantage. The creation, storage and dissemination of information and knowledge about customers, and products and services, is particularly important. Effective knowledge management also involves organisational changes including shifts in power, values and processes. In this pa...

T widespread implementation of customer relationship management technologies in business has allowed companies to increasingly focus on both acquiring and retaining customers. The challenge of designing incentive mechanisms that simultaneously focus on customer acquisition and customer retention comes from the fact that customer acquisition and customer retention are usually separate but intert...

The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in Vietnamese hotels, survey questionnaire was constructed with 23 service quality items covering 5 service quality dimensions based on SERVQUAL model. Data were collected from 432 guests of 33 three-star hotels in Vietnam in 2013. Analysis results indicate that Reliability, Re...