the machine made carpet industry is one of the main and most famous industries in iran and especially in the city of yazd. however there is little information about customer preferences for different attributes of this product. in this article we tried to estimate the relative importance of the main attributes affecting customer desire for purchasing machine made carpet and the utility values f...

From the customer perspective, Business-to-Customer (B2C) is to be defined as a channel. In order to survive, grow, and succeed, IS managers should design B2C channels with attributes that maximize customer satisfaction. The authors investigate B2C channel attributes as antecedents for customer satisfaction. The relationship between the attribute-level performance and overall satisfaction is al...

This study investigates the composition of customer relationship management (CRM) in e-business by examining the possible elements that determine different aspects of the relationship between customers and e-businesses. A web-based CRM survey of 38 items, constructed from SERVQUAL (service quality instrument), SITEQUAL (website service quality instrument) and literature findings, was completed ...

qfd is a mechanism for translating the voice of customer into product through various stages of product planning, engineering and manufacturing that widely implemented in modern enterprises throughout the world. in parallel with welcoming to qfd, a lot of academic efforts have gone into improving and completing this method. now traditional methods for determining relative importance of factors ...

A product (e.g. automobile, computer) can be configured using different combinations of its available attributes (features). However, selection of attributes may not be independent of the selection of other attributes. In practice, each attribute implies a selection rule (dependency) for other sets of attributes in order to generate a valid configuration. Due to dynamic changes in the product d...

We propose service attributes as boundary conditions of the relationship between service climate and customer satisfaction. Drawing on service climate theory and research, the customer contact model of service delivery, typologies of service attributes, and relational coordination theory, we hypothesized that customer contact frequency, service intangibility, and service employee interdependenc...

Being able to capture, understand and respond to the needs and wants of the customers is essential to the survival and prosperity of an organisation. Some of the well known contemporary techniques and methodologies for analysing and processing the customer attributes and projecting the relevant product specifications. This paper begins with an overview of the essential roles, the changing empha...

Building and maintaining customer loyalty are important issues in electronic business. By providing customer services, sharing cost benefits with online customers, and rewarding the most valued customers, customer loyalty and customer equity can be improved. With conventional marketing programs, groups or segments of customers are typically constituted according to a small number of attributes....