Purpose – With advances in information technology, multi-channel shopping (MCS) has become a prevailing purchasing pattern today. Although MCS provides more benefits than single-channel shopping, there is a need to investigate consumer values in the MCS context. This study aims to develop a consumer value hierarchy that represents how consumers think and pursue when performing MCS. Design/metho...

Today, businesses need to manage their customer experience to succeed. Therefore, they must first have a clear understanding of the meaning of the customer experience. Customer experience management is a process-focused strategy around the needs of each customer that seeks to find a win-win strategy for both parties. The banking industry that provides financial services to customers requires sp...

Emphasizes the controllability of customer-to-customer interaction in the higher education environment. Argues that students’ satisfaction or dissatisfaction with their experience of a university may be significantly influenced by their experience of other students. Customer compatibility management supplements other approaches to quality management, such as TQM. Tutors and managers of the educ...

We outline a rigorous approach that models how companies can electronically offer packages of independent services (service bundles). Its objective is to support prospective Website visitors in defining and buying service bundles that fit their specific needs and demands. The various services in the bundle may be offered by different suppliers. To enable this scenario, it is necessary that soft...

the main objective of the paper is to investigate customer treatment, financial efficiency and supporting customer services with modern banking technology in financial institutions. the customer orientation and business performance of financial institutions targets customer services to maintain long term mutual relationships. the findings of the study has direct practical relevance for the bank...

Profitability for leading corporations depends on increasing revenue while containing advertising and marketing costs. In an effort to acquire a complete customer profile, many organizations have created large, customer-centric relational databases. After compiling and centralizing customer data, companies are faced with the challenge of translating volumes of customer data into knowledge that ...

This paper examines how Jordanian banks use the Customer Knowledge process to support Customer Knowledge Acquisition (CKA) and how they foster it. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results showed that the six selected factors (Need for Customer Knowledge, Identify Source of Customer Knowledge, Verify Source of...