In 4 experimental studies, we show that customer verbal aggression impaired the cognitive performance of the targets of this aggression. In Study 1, customers' verbal aggression reduced recall of customers' requests. Study 2 extended these findings by showing that customer verbal aggression impaired recognition memory and working memory among employees of a cellular communication provider. In S...

Building on multiple theoretical perspectives, we examined how e-business capability moderates the association of different dimensions of market orientation (i.e., customer, competitor, and interfunctional coordination orientation) and firm performance (i.e., financial, operational, and customer service performance). We tested hypotheses using survey data from senior executives in China. Our fi...

This study, considering various viewpoints and concepts about customer relationship management (CRM), aims to propose a comprehensive set of customer retention programs of CRM (including customer service, loyalty programs, customization, and online community) and describe the correlation between each of these programs and customer retention. In doing so, the empirical data collected by the mean...

Oracle has always had the richest functionality of any database. Every new release of Oracle is awash in new features and functionality. Whereas this, for the most part, bodes well for users as each new feature helps make the database system more robust, powerful and efficient, the prolific growth of database functionality also has a direct impact on the administration practices of database adm...

This research aims to investigate how customer relationship management capabilities (CRMCs) improve engagement and innovation performance. Customer is also tested as a mediator between CRM Furthermore, the distrust moderating role was studied towards CRMCs engagement. Data were collected from 491 owner/managers of SMEs working in Saudi Arabia. The findings revealed that positively predict direc...

this paper provides a critical perspective on entrepreneurial characteristics and gives an input to the discussion on the influence of entrepreneurial leadership, communication skills, determination and motivation on sales and customer satisfaction. it also presents the findings from an empirical study examining the structural effect of these four entrepreneurial characteristics on performance....

The purpose of this study is to introduce an application of fuzzy centroid-based approach to ranking the customer requirements using QFD with competition considerations for Diba Fiberglass, an Iranian Company. The illustrated approach, not only focuses on the normal fuzzy numbers, but also considers the non-normal fuzzy numbers to capture the true customer requirements. To this end, first, we p...