the aim of this study is to survey the relationship between total quality management and customer satisfaction. in this field research, we have used the standard questionnaire of fuentes et at (2004). the city of sanandaj is the statistical study of manufacturing companies and the statistical society, 135 managers and employees of the centers were randomly selected. in order to examining the re...

Customer value is crucial in predicting customer choice in traditional consumer behavior research. However, online customer value can be different from its offline counterpart because customer value is highly context-dependent. In online retailing settings, not only the product itself, but also the web store and the Internet channel contribute value to customers. Synthesizing the research in co...

mobile technology and mobile learning are considered as important and impressive factors in earning the organizational competencies and achieving competitive advantages and customer loyalty. the purpose of this study is to evaluate the role of mobile technology in customer loyalty. the mellat bank mobile services are entering a new transition period. in response, the banking industrial is shift...

The goal of software testing should go beyond simply finding defects. Ultimately, testing should be focused on increasing customer satisfaction. Defects that are detected in areas of the software that the customers are especially interested in can cause more customer dissatisfaction. If these defects accumulate, they can cause the software to be shunned in the marketplace. Therefore, it is impo...

Philip Kotler and Gary Armstrong in their book “Principles of Marketing” state: At arrival of next decade, companies shall focus on customer engagement and market and considering products or technology is not enough because many companies plan their marketing with no respect to customer viewpoint and therefore, there will be no market for them. And they add: the success key in modern marketing ...

This research looks at the customer focus of agile software development teams. The study is part of a larger study examining how the twelve principles of Beyond Budgeting1 The importance of the customer to agile software development teams operating within large organisations (Augustine, 2005, Highsmith, 2004) and to the organisation as a whole (Gulati, 2007, Gulati and Oldroyd, 2005) is well do...

Purpose – The purpose of this paper is to investigate the relationships among suppliers’ trust and commitment, transaction-specific investment, switching cost, and customer involvement within the context of relational governance mechanism and the social exchange theory. Design/methodology/approach – The authors use survey data from 214 Chinese manufacturing firms and employ the structural equat...

Modern telecommunication service providers implicitly create interactive social networks of individuals that both depend on and influence each other through complex social relationships grown on friendship, shared interests, locality, and so forth. While delivering services on the individual basis, the network effects exerted from customer-to-customer interactions remain virtually unexplored an...