Purpose The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality. Design/methodology/approach Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire....

nowadays, the necessity of accurate quantitative decision support methods is becoming a critical subject for managers as rivalry between organizations caused a more fragile economic environment and brand reputation is becoming more important. furthermore, dealing with incidents after they happened is not accepted by customers anymore. managers require powerful decision making tools to support t...

W study a firm’s optimal pricing policy under commitment. The firm’s objective is to maximize its longterm average revenue given a steady arrival of strategic customers. In particular, customers arrive over time, are strategic in timing their purchases, and are heterogeneous along two dimensions: their valuation for the firm’s product and their willingness to wait before purchasing or leaving. ...

NetBank is a successful Internet startup. In late 2001 it was the only Internet Bank that really succeeded in the U.S. By the end of 2001, Netbank operated nation wide with nearly a quarter of a million customers. The number of accounts grew at 275 percent per annum compounded since incorporation. This case describes the development of NetBank and addresses the issues it faced in handling rapid...

The fundamental economics of packet networking has led us to a mechanism to guarantee quality of service (QoS) with no flow handling in the core Internet, giving far better scalability, robustness and simplicity than previously. The same packet congestion mechanism is then generalised to encourage customers to manage all classes of traffic responsibly and with optimal utilisation. A vision of t...

This paper is part of a larger study of remote print defect diagnosis. The goals of the integrated print defect diagnosis system are to reduce diagnosis time, streamline communication between customers and call center personnel, increase print defect handling efficiency and boost customer satisfaction through improved service. In this paper, we aggregate the information stemming from two diagno...

The rapid development of Internet and electronic businesses have stimulated the banking sector towards encouraging customers to internet banking (IB), However, the evidence indicates a lack of interest in the use of IB services. Therefore, this paper aims to identify affecting factors on customer adoption from IB and measure the influence of each factor on IB adoption. Based on an explorative l...