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...

Many companies collect substantial information about their interactions with their customers. Yet information about their customers’ transactions with competing firms is often sparse or nonexistent. As a result, firms are often compelled to manage customer relationships from an inward view of their customers. However, the empirical analysis in this study indicates that (1) the volume of custome...

Many companies collect substantial information about their interactions with their customers. Yet information about their customers’ transactions with competing firms is often sparse or nonexistent. As a result, firms are often compelled to manage customer relationships from an inward view of their customers. However, the empirical analysis in this study indicates that (1) the volume of custome...

In this study, we investigated the use of virtual communities for involving distributed customers in the maintenance of packaged software. On the basis of an empirical study, we suggest that virtual communities can be usefully leveraged for corrective, adaptive, and perfective software maintenance. Specifically, the virtual community allowed for quick discovery of bugs and a rich interaction be...

Maintenance Supply Chain (MSC) involves Maintenance, Repair, and Overhaul (MRO) organizations and the relationships within and across suppliers and customers. These organizations work with the probability of equipment failure, maintenance, and the use requirements of spare parts. All of these elements increase uncertainty in this environment. Besides, it is difficult to integrate and process in...

this article proposes a revised technology acceptance model to measure customers ‘acceptance of internet banking, in iran. this study uses the technology acceptance model, theory of planned behavior and theory of perceived risk to build a comprehensive model. we designed a questionnaire and used it to survey a randomly selected sample of customers of internet banking, and in june 2010, a sample...

This study examines the Facebook pages of all four telecom operators in Bangladesh to understand their communication strategies on and customers’ engagement patterns. More specifically, this article explores companies’ deployed terms five aspects: i) visual vs. textual content; ii) cultural elements; iii) purposes posts; iv) intimacy with customers; v) use different languages. research also pat...

in this paper a single server queuing production system is considered which is subject to gradual deterioration. the system is discussed under two different deteriorating conditions. a planning horizon is considered and server which is a d/m/1 queuing system is gradually deteriorates through time periods. a maintenance policy is taken into account whereby the server is restored to its initial c...

Product maintenance is a service offered to customers which represents an interesting business for companies. Their interest is both providing a good service in terms of quality and at the same time cutting operational costs. In this view companies are seeking tools that enable them to reach both goals, among those offered by the rapidly evolving ICT sector. The paper describes an application b...

Conventional collaborative recommendation approaches neglect weak relationships even when they provide important information. This study applies the concepts of chance discovery and small worlds to recommendation systems. The trust (direct or indirect) relationships and product relationships among customers are to find candidates for collaboration. The purchasing quantities and feedback of cust...