Understanding how to effectively manage relationships with customers has become a very important topic to both academicians and practitioners in recent years. Yet, the existing academic literature and the practical applications of CRM strategies do not provide a clear indication of specifically what constitutes CRM processes. In this study, we (a) conceptualize a construct of the CRM process an...

Due to the rapid growth in the electronic business, information technology has become necessary for building efficiency and effective transactions among organizations. Consequently, Cloud Computing (CC) becomes a very important area to achieve the organization’s performance. The process of integration between Cloud Computing (CC) and the Customer Relationship Management (CRM) is a new research ...

In this paper, we study the effect of information-technology (IT) investments on firms’ customer-satisfaction performance. Although much of the prior work on the business value of IT at the firm level focused on financial and accounting measures, this paper explores the effect of IT investments on more qualitative outputs, such as improved customization, product variety and customer convenience...

This study aimed to build a model of business performance based on customer value-defined market orientation. In the context of a service retail industry, both firms’ and customers’ perspectives were involved in the development of the construct, using such dimensions as management support, employee efforts and customer satisfaction. The authors undertook a large-scale fieldwork to collect match...

The present investigation deals with performance analysis of single server preemptive priority retrial queue with immediate Bernoulli feedback. There are two types of customers are considered, which are priority customers and ordinary customers. The priority customers do not form any queue and have an exclusive preemptive priority to receive their services over ordinary customers. After complet...

This paper provides an assessment on the impact of collaboration and smoothing replenishment rules on supply chain operational performance and customer service level. Three supply chain configurations (i.e. Traditional, Information Exchange and Synchronised) in which orders are generated by smoothing (S, R) inventory control policies, are studied for variations of proportional controller for di...

The purpose of this paper is to analyze the simultaneous effect of Corporate Culture and market orientation on the performance of small to medium-sized industrial manufacturing firms. To this end, a cross-sectional survey and variance based structural equation modeling was used for testing the hypotheses. The samples were selected based on a stratified sampling of commodity and specialty indust...

We are given a large database of customer transactions, where each transaction consists of customer-id, transaction time, and the items bought in the transaction. We introduce the problem of mining sequential patterns over such databases. We present three algorithms to solve this problem, and empirically evaluate their performance using synthetic data. Two of the proposed algorithms, AprioriSom...

A logistics customer service model is a critical competitive advantage that enhances both customer satisfaction and firm performance. Researchers have developed several models for assessing customer requirements, measuring product performance, and positioning products. However, handling customers’ linguistic preferences and uncertain product attributes remain significant and unresolved problems...

Dynamic job shop scheduling research has previously assumed that the probability of the customer placing an order is always one, implying that customers will place orders regardless of lead times quoted from the producer and customer lead time expectations. As firms increasingly compete on the basis of the delivery speed and reputation, the relative performance of quoted versus actual realized ...