Some time ago, I was asked by an executive from a leading information storage and management company to facilitate a workshop on the design of customer touchpoints. Given high-technology enterprises’ reputation of focusing more on technology and product architecture than on the architecture of the customer-company interface, I welcomed the opportunity. This article is a result of my research an...

Social media data has been extensively employed in the banking institutions in order to improve the product and service development, customer service, marketing, risk management and business performance. The online social networks such as Facebook, Twitter, etc are considered for analysis. To build the social media strategies, bank needs customer to drive trustworthiness, revenue and success is...

electronic government is a new concept that governments according to level of development implement in different ways. utilizing informational systems in business sections has created potential context for developing electronic government. customer relationship ‎management (crm) is an important system in management that helps to develop electronic government and promote citizenship-based in org...

Successful e-commerce user experience design depends on a large number of factors. This paper focuses on consumers’ acceptance of and trust in an e-commerce system, based on the transaction’s value and perceived risk. The model of trust for ecommerce (MoTEC) by Egger (2000) provides a framework making explicit factors likely to affect customer trust. For each model component, design principles ...

customer is the axis of organizations' activities and the mission of all modern organizations is based on the customer. quality as a concern and concept of management is defined in relation to customer satisfaction. regarding the common purpose of customer knowledge management and quality function development technique, this research is to evaluate automobile industry emphasizing the types of c...

in this study, the impact of knowledge management components including knowledge acquisition, dissemination of information technology knowledge will be studied to identify and record the requirements in customer orientation. the role of organizational factors as well as customer orientation variables is analyzed as mediating moderating variables. the methodology of the research is practical by ...