Customer service support has become an integral part of many multinational manufacturing companies which produce insertion and surface mount machines in the electronics industry. With the recent advancement of the Semantic Web, many attempts have been made to provide customer support over the Semantic Web environment. Ontology is the major factor to represent knowledge on the Semantic Web. Ther...

The Mobile Industry, which is one of the most dynamic and growing industry in the world, is no longer just about the delivery of voice over phones. Introduction of new content services such as logo-melody or RBT (Ring Back Tone), and voting-contest services, data services, messaging services and java games make it more dynamic. The future of mobile telephony is expected to rely on mobile servic...

The paper reported and conceptualized the strategic planning process and rationale behind the introduction of a customer relationship management (CRM) project. Based on the differentiation between core competencies and commodity processes, a case study, focusing on the setting up and management of a customer services call center, is conducted to examine how managers evaluate options available t...

Purpose – The customer relationship management (CRM) technology adoption process in smalland medium-sized enterprises (SMEs) is an under-researched area and the purpose of this paper is to extend the knowledge and offer greater understanding of the CRM adoption process through an empirical study in the USA. Design/methodology/approach – In this study it is hypothesized that the likelihood of CR...

Synopsis This paper examines the impact of customer expectations on the management of public leisure services, arguing that public leisure providers will need to shift their attention from the management of service quality, to focus on the management of customer expectations of their services. Improving the quality of public leisure services has been a goal for successive governments; quality m...

Given that organizations find it increasingly hard to differentiate products and services, customer experience is viewed as the ’new battleground’. New digital technologies, such as mobile telecommunication services, are not immune from this and providers are increasingly having to consider all aspects of their offering – concentrating not just on the technology, but on the wider information sy...

The global competition for enterprises has been the significant issue for recent years. However, the customer needs are difficult to satisfy due to specialized characteristic of existing customers. A good CRM strategy may assist firms to earn advanced profits, increase customer perceived value, and acquire new customers. This research aims to provide a holistic framework based on two dimensions...