a r t i c l e i n f o This paper draws from the mindfulness theory in examining the effects of service reliability (including reliable health information and care), pre-emptive conflict handling, and customer orientation on customer satisfaction and loyalty in healthcare service delivery in Malaysia. A survey of 423 consumers of healthcare services in Malaysia provides support for the theory. T...

The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customer satisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of custom...

customer activity has received more attention due to the increase of social network applications. moreover, customer activity could be an answer to the research debate about the significant relationship between retention rate and lifetime profitability of customers. several researchers believe that an increase in the retention rate of customers may enhance their customer lifetime value (clv), o...

Cable Operators have an unprecedented opportunity to leverage an existing asset (big data) to better understand subscriber behavior, improve quality of experience (QOE) for their subscribers, and generate new revenue streams. The challenge so far has been to address the rapidly growing rates of data volumes, which are inturn being driven by the explosive rise of IP content, tablets & smartphone...

The aim of this study was to investigate to what degree individual differences in curiosity, personality, self esteem and perceived social support are associated with perceived stress. One hundred customer service employees completed questionnaires collected through an anonymous survey collector website (www.surveymonkey.com). A convenience sample technique was used to collect customer service ...

This paper studies the development of outsourced IT services through a longitudinal examination of an IT outsourcing case. We apply the demand-supply chain model to evaluate how the value offering of an IT service can be managed. The case study indicates that the customer company must make a trade-off between managing its IT, or the IT need of its business. If the customer chooses the latter al...

Recent advances of virtual networking technologies are gradually forcing companies to focus their knowledge management efforts to external knowledge resources, in order to complement their existing knowledge bases, find expertise, but also harness collective intelligence that is dynamically produced in the virtual environment. Access, exchange and co-creation of customer knowledge is of central...

Virtual communities not only allow customers to share ideas and help each other, but also provide new venues for vendors to manage customer relationships. Two studies are presented showing how two companies, one in the software industry and one in the airline industry, have successfully enhanced their relationship with customers by strategically participating in virtual communities. Both compan...

Six-Sigma has some measures which measure performance characteristics related to a process. In most of the traditional methods, exact estimation is used to assess these measures and to utilize them in practice. In this paper, to estimate some of these measures, including Defects per Million Opportunities (DPMO), Defects per Opportunity (DPO), Defects per unit (DPU) and Yield, a new algorithm ba...

Volume XXVIII January-February 2016 A Study of Factors Driving Indian Youth's Intention to Purchase Online Abstract This study uses Structural Equation Modelling (SEM) to identify determinants of 'intention to purchase' online among the Indian youth. The study identified need for precision (NFP) as a new factor along with factors reported in various other studies i.e. innovativeness of customer...