Smart business networks are built on Service Value Networks (SVNs) across the business's interaction environment. SVNs are constructed via interconnecting and networked value chains linking suppliers, peripheral partners and external support or legislated external sources into the networked internal business cells including executive strategy, target marketing, innovation, operations, IT/web co...

Previous studies have identified trust as an important factor influencing customer participation in web-based commerce. In this empirical study, we test an expanded model that includes the effect of the customers’ experience with and beliefs regarding a company’s web site on their trust in the company itself. We found that a positive experience with a website that provides customers with enjoym...

This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the stud...

Page iii Abstract This is a relationship marketing PhD which is examining, using Commitment Trust Theory, the customer decision to maintain subscribing to a massively multiplayer online game. This PhD is not an examination of initial purchase decision, but of the ongoing, post-purchase, customer retention. In keeping with the contextual nature of Commitment Trust Theory, this study examines the...

The study investigates the impact of service recovery on word of mouth, customer trust and customer loyalty in public sector organizations of Pakistan (Pakistan Post, Pakistan Railways and Pakistan International Air Lines). This study employed a quantitative method approach to collect and analyse the data collected through a survey questionnaire. The study sample population comprised 300 custom...

The Covid-19 pandemic has become a difficult time for several aspects, including the world of marketing. This is also felt by MSME business actors. use online media can help defense and life journey MSMEs. Loyalty strong commitment to encourage customers visit again (Oliver, 1999). Consumer loyalty (Rauyruen & Miller, 2007; Selnes, 1998) manifestation continuation customer satisfaction in u...

A key challenge to brand managers is how to gain a better understanding of the relationship between brand and customer loyalty constructs. Researchers have recognized that brand identity plays a key role in brand management. The purpose of this paper is to investigate the effect of brand identity and brand identification on brand loyalty through perceived value, customer satisfaction, and trust...

Customer involvement in product and service development (CIPS) is recognized as important for firms; yet the role of Information Technology (IT) in facilitating CIPS is understudied. We examine two enterprise technologies which improve knowledge available to decision makers: Business Intelligence (BI) and Customer Relationship Management (CRM). While CRM provides transactional information and k...