Maps. Customer utilization of produce carts, Chicago, 2012. These maps show the service area of 2 mobile produce carts launched during the summer of 2012 in 2 Chicago neighborhoods. Survey data recording self-reported customer demographics were collected for each produce cart to visualize customer reach as part of program effectiveness. Cart 1 is outside an underserved zone in the centrally loc...

competition intensity in market place and perceived importance of customer retention for organizations has inclined them to develop and maintain enduring relation with customers. according to marketing scholars, relationship marketing is the best strategy for doing so. in this article the contribution of relationship marketing underpinnings namely, commitment, trust, communication, and conflict...

Self-service technologies have been gaining increasing importance in public and private organizations over recent years. One of the predominant responsibilities of the customers in the context of self-service is to enter their data on their own. Self-service for data entry can help organizations to further enhance the efficiency of their processes and to make customer experience smoother. Howev...

For the success of CRM, it is important to target the most profitable customers of a company. Many CRM researches have been performed to calculate customer profitability and develop a comprehensive model of it. Most of them, however, had some limitations and accordingly the customer segmentation based on the customer profitability model is still underutilized. This paper aims at providing an ea...

Innovations in technology and service design have increasingly enabled firms to incorporate self-service technology to augment or substitute for " traditional " employee-provided service channels. Although it is clear that self-service can reduce cost, less is known about how customers utilize self-service channels in a multi-channel service delivery system and the resulting impact on firm perf...

Self-efficacy is a social psychological construct that is conceptualized from an agentic perspective. It refers to people‟s beliefs about their capabilities to perform designated tasks. Numerous studies have shown a strong positive relationship between an individual‟s self-efficacy and their performance. However, there is a paucity of studies examining the longitudinal effect of self-efficacy-b...

Self-service technologies (SSTs) are defined as technological interfaces that enable customers to produce a service without direct employee involvement. Among various SSTs, self-checkouts are being tested by grocery stores across the world. However, while most studies focus on SST adoption, there is limited research on its impact on service quality, customer satisfaction, and retention. Our stu...

The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifyin...