Under electronic commerce, how to raise the consumers’ degree of satisfaction and gain the consumers’ loyalty have become the key factor relating with whether e-commerce enterprise can survive, so it’s vital to evaluate status of customer satisfaction for B2C Electronic-Commerce Enterprise . According to the investigation result by internet, this paper brings forward the indicator system of cus...

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furth...

employee-customer-profit(ecp) chain is one of the guidelines for organizations‘success in their life cycle. strong relationships have been found betweenemployees' attitudes and behaviors, employees' behaviors and customers'impressions, and customers' impressions and revenue growth. out of this chain,there are some factors that can influence the processes through which these factorsinteract. one...

intellectual capital is set of knowledge-based assets that belongs to an organization and will add value to key organizational stakeholders and this leads to a better competitive situation. the objective of this research is to investigate the relationship between intellectual capital and companies' performance in iran during 1382-1387 using lisrel software. earning per share, return on equ...

the purpose of this research was to investigate the relationship between customer equity and the performance of parsian international hotels corporation. for this reason it’s an applied and descriptive research. a review of the current literature revealed three key determinants of customer equity: (1)value equity, (2) brand equity and (3) relationship equity. in order to examine the proposed hy...

in this research the relation of salesperson interactional behaviors with customer and salesperson performance is investigated. also the relation of idealized influence behavior, inspirational motivation behavior, intellectual stimulation behavior, individualized consideration behavior and smart selling behavior with salesperson performance, regarding vowel and pictorial products is studied. in...

increasing non-oil exporting is among the most important concerns for iran. software industry is among the knowledge based and profitable ones. identification of factors affecting export performance of software developers can improve planning that in turn results in increasing software export. in this research a model consisting of seven important variables in software industries including: com...

This study adopts both a resource-based perspective that combines technology, human, and business resources to develop an infrastructure capability, and a strategic-positioning perspective that emphasizes customer orientation to examine customer information quality in customer relationship management (CRM) systems. Specifically, this study examines how firms bundle infrastructure capability and...