The paper aim is to investigate how Customer Knowledge Processes used in practice by Jordanian banks to achieve customer knowledge expansion. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results show that the seven selected factors (Customer Knowledge Codification, Customer Knowledge Representation, Customer Knowledge Sh...

This paper examines how Jordanian banks use the Customer Knowledge process to support Customer Knowledge Acquisition (CKA) and how they foster it. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results showed that the six selected factors (Need for Customer Knowledge, Identify Source of Customer Knowledge, Verify Source of...

Customer intimacy is a relationship between a company and its customer, where the company collects information to better understand and serve the customer. Many online companies want to establish this relationship, and if successfully formed, it is expected that customer loyalty will increase, resulting in increased revenue for the company. However, the desire of the company to collect intimate...

This study examines the relationship between hotel customer loyalty and service quality, value, trust, satisfaction. It aims to validate a previously unidentified theoretical model in Indonesian hospitality industry. employs quantitative approach. First, survey was distributed 181 guests of four-star hotels Jakarta. Information regarding satisfaction gathered through surveys. Then, PLS-SEM util...

The main objective of the paper is to investigate customer treatment, financial efficiency and supporting customer services with modern banking technology in financial institutions. The customer orientation and business performance of financial institutions targets customer services to maintain long term mutual relationships. The findings of the study has direct practical relevance for the bank...

The article aim is to investigate how Customer Knowledge Processes used in practice by Jordanian banks to achieve customer knowledge expansion. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results show that the seven selected factors (Customer Knowledge Codification, Customer Knowledge Representation, Customer Knowledge ...

This study extends the existing satisfaction–trust–loyalty paradigm to investigate how customers’ affectionate ties with firms (customer–firm affection)—in particular, the components of intimacy and passion—affect customer loyalty in services. In a bilevel model, the authors consider customer–staff and customer–firm interactions in parallel. Through a netnography study and survey research in tw...