Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both in...

In the empirical part of the study the main questions are: What are the opinions of managers about the commitment of the employees, and what are their opinions of their own management using concepts of internal marketing? Are they marketing oriented, customer relationship managers? Thinking of employees the main questions are: What are the contents of their commitment? What are the opinions of ...

Collaboration is a term commonly used to refer to a type of interorganizational relationship. However, in real business assessments, many collaborative relationships fail due to the lack of understanding of the factors influencing collaboration sustainability. For this reason, enterprises, prior to engage to a collaborative relationship, need to understand further which the main factors influen...

With the constant development of customer relationship management (CRM) theory and the maturity of business intelligence technology, the analysis-based CRM has become a hot topic in the academic field. Some enterprises have begun to put the analysis-based CRM to practice; however, there have been few successful applications because of the inadequate mastery of business intelligence technology a...

This paper reports on a case study at a Dutch travel organization, named TravelCom. The study examines how TravelCom makes strategic use of information by means of their information strategy. In their information strategy, TravelCom decides how to realize InfoRent, i.e. economic rent as a result of solving or maintaining information imperfections in factor and product markets. TravelCom aims at...

Despite the rapid growth of customer relationship management (CRM) adoption in the global information technology (IT) market, CRM adoption in China has yet to realize a number of challenges during its inchoate stage. The reality of implementation challenges brings the impulsion of CRM adoption away with an early belief that this technology weapon will easily make great profits from a new-fashio...

This article will argue that, despite customer-centric intent, marketing theory remains trapped in a firm-centric paradigm. How this apparent contradiction has endured is discussed critically with reference to what we see as four influential marketing perspectives. These perspectives are the 4Ps marketing mix, market-based assets, relationship marketing, and customer equity. Apart from the 4Ps ...

Purpose – The purpose of this paper is to address two questions: what is the difference between relationship processes and purely product-oriented processes? And to answer this question we should bear in mind what we mean by relationship, and why a customer is willing to establish and maintain a relationship at all. Design/methodology/approach – An empirical analysis subjected the motives of cu...