today more than ever customer orientation as the most important competitive advantage has gained an increasing importance. this paper aims to examine the relation between perceived value, perceived quality, customer satisfaction, and re-purchase intention in tehran department stores. this is a descriptive survey study. the statistical population of the research is composed of customers of the t...

Integrating customers into the innovation process is gaining popularity among companies as means of addressing competitive and market pressures. At the same time, companies are faced with the challenge of selecting appropriate customer integration methods to sustain customers’ engagement and elicit contributions that are useful. We draw from previous research in consumer behaviour to identify c...

Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a valu...

widespread usage of web technology provides an opportunity for business in order to use internet as the tool for management of electronic relationship with costumers. organizations that undertake expense of investment in this field, one of their primary purposes is improvement of satisfaction of costumers. for this reason, in most of organizations which use the system of electronic relationship...

One of the basic concepts in marketing is the concept of meeting customers’ needs. Since customer satisfaction is essential for lasting survival and development of a business, screening and observing customer satisfaction and recognizing its underlying factors must be one of the key activities of every business. The purpose of this study is to recognize the drivers that effect customer satisfac...

This paper proposes an approach for evaluating the relationship with a customer, leading to the creation of a Customer Intimacy Grade (CIG), across multiple levels of granularity: employee, team, business unit and whole organization. Our approach focuses on B2B service organizations which provide their customers with complex solutions and whose relationship with the customer is distributed amon...

customer knowledge management (ckm) has been a subject of much attention in recent years. the attractiveness of this subject is the result of its benefits for organizations; but despite the benefits of ckm implementation, many projects aimed at implementing ckm in organizations fail due to companies’ negligence with respect to its implementation factors. meanwile the majority of organizations u...

the present research is conducted to show that organizations can use wiki to attract customers' purchase intention inside the e-commerce context. considering the relation between wiki and ecommerce for crm, this research tries to explore the characteristics such as perceived risk, customer experience, knowledge sharing culture, trust and knowledge sharing in wiki tool impact on purchase in...

W investigate the association between information contained in the American Customer Satisfaction Index (ACSI) metric and future stock market performance. Some past research has provided results suggesting that the financial markets misprice customer satisfaction; i.e., firms advantaged in customer satisfaction are posited to earn positive future-period abnormal stock returns. We reexamine this...