E relationships with customers have been key in generating repeat business and economic advantage, especially in business-to-business settings. Such relationships are typically maintained through interpersonal interactions between customers and their providers. Lately, however, firms have been seeking to make their service operations more scalable by offering customers access to Internet-based,...

maintenance is one of the inseparable parts of each industry and relations between this part and others consist of many dynamics and feedbacks. by this regard systems dynamic is a tool that can be used to analyze this part. in this paper for a company that produces wire and cable, cause and effect (feedbacks) between maintenance and others part are modeled. after creating stock-flow diagram, mo...

The developments of the Digital Economy will have a fundamental impact on the structures and processes of economic systems. Within this new economy the importance of the creation and maintenance of a relationship between a customer and a supplier is increasing, but the way to handle this relationship is changing. Therefore, we focus on the upcoming challenges to relationships between suppliers ...

The CIO faces competing demands from internal customers for a variety of services, such as consulting, development, maintenance, and operations. S/he is also responsible for identifying new projects that will increase firm value. How can s/he identify potentially high-impact projects, in the face of a deluge of requests, many for politically motivated, suboptimal projects? We adapt a personal c...

Managing customer relationships was easier in earlier times. Merchants knew their customers – the members of their households, what they generally bought, their likely future purchases, and their current and potential value as customers. This knowledge helped merchants create highly effective customer relationships. However, that close understanding of customers eroded as people became more mob...

In many firms, incentivized salespeople with private information about their customers are responsible for customer relationship management (CRM). Private information can help the firm by increasing sales efficiency, but it can also hurt the firm if salespeople use it to maximize own compensation at the expense of the firm. Specifically, we consider two negative outcomes due to private informat...

CRM literature has considered the role of relationship quality (satisfaction, trust and commitment), but its respective effects on relationship maintenance (retention) and relationship development (cross-buying) are unnoticed. This research proposes an integrated model of CRM and investigates its impact on relationship quality, relationship maintenance, and relationship development. Specificall...