Previous research in customer-brand relationships has found brand disidentification as one of the reasons for customers turning against brands. However, there is not much clarity on antecedents disidentification. Aligning with balance theory, this argues that self-incongruence and positive/negative emotions are related to Taking sample 292 observations using structural equation modeling (SEM), ...

Customer mistreatment events play a major role in employees' subsequent customer service behaviors, and is believed to have implications for sense of self. We extend this line research by developing self-verification account the relationship between customer-directed OCBs (OCB-Cs) examining theoretically prescribed novel mechanisms (i.e., self-verification) boundary conditions self-esteem entit...

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. Yet recent articles in the business press have described CRM implementation failures, and consequent company reluctance to invest in CRM. The potential for substantially improved customer relationship management, coupled with the high uncertainty surrounding failed implementation effort...

Although routinely observed among North Americans, self-enhancing biases have been elusive in studies conducted with Japanese. The authors conducted two studies of relationship-serving biases (RSBs) with Japanese, Asian Canadian, and European Canadian participants. In both studies, members of all three cultural groups viewed their own relationships (with their best friend, their closest family ...

having the capacity of adaptability is one of the affecting factors of modern organizations success in response to changing customer demands and environment changes. the aim of this research is to investigate the relationship between self-efficiency and organizational capacity of adaptability. statistical population of this research, conducted in 2015 in ahwaz, includes all the faculty members ...

Solution concepts in social environments use either a direct or indirect dominance relationship, depending on whether it is assumed that agents are myopic or farsighted. Direct dominance implies indirect dominance, but not the reverse. Hence, the predicted outcomes when assuming myopic (direct) or farsighted (indirect) agents could be very different. In this paper, we characterize dominance inv...

Textual customer feedback data, e.g., received by surveys or incoming customer email notifications, can be a rich source of information with many applications in Customer Relationship Management (CRM). Nevertheless, to date this valuable source of information is often neglected in practice, as service managers would have to read manually through potentially large amounts of feedback text docume...

background: due to the intense competition that has dominated the world economy, providing additional services to customers and quality improvement are not considered as added value but as necessary and inevitable. therefore, higher education, and focusing on customers, particularly students, is the main pillar of progress and comprehensive development of each country. hence, the purpose of thi...

With the increase of living standards and the sustainable changing patterns of people’s lives, nowadays, hairdressing services have been widely used by people. This paper adopts data mining techniques by combining self-organizing maps (SOM) and K-means methods to apply in RFM (recency, frequency, and monetary) model for a hair salon in Taiwan to segment customers and develop marketing strategie...