Relevant bibliographies by topics / Customer's relationship

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer's relationship'

Author: Grafiati
Published: 4 June 2025
Last updated: 1 August 2025

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Journal articles on the topic "Customer's relationship"

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Curth, Susanne, Sebastian Uhrich, and Martin Benkenstein. "How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior." Journal of Services Marketing 28, no. 2 (2014): 147–58. http://dx.doi.org/10.1108/jsm-08-2012-0145.

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Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine the moderating role of a customer's calculative commitment to the service organization. Design/methodology/approach – The study used a large-scale survey among customers of a health club and a scenario-based experiment to test the hypotheses. Findings – Both empirical studies provide evidence that affective commitment to fellow customers has positive co
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Yaqoob, Dr Munther Khuder, Dr Hind Khuder Ahmed, and Omar Yaseen AlSaeir. "The Customer's Experience as a Mediator Variable between Banking Services and the Customer's Pleasure / An Analytical Study of the Opinions of a Sample of Customers of the Private Banks in the City of Mosul." East African Scholars Journal of Economics, Business and Management 7, no. 07 (2024): 286–95. http://dx.doi.org/10.36349/easjebm.2024.v07i07.002.

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The current research aims to demonstrate the mediating role of customer's experience in enhancing the relationship between banking services provided to the customer's Pleasure in light of environmental variables. The research problem examined the influential relationship between banking services and customer's Pleasure in the presence of the mediating variable customer's experience. A number of hypotheses were formulated, including that there is a correlation with Significant statistical significance between the main and mediating research variables. The research sample was (50) permanent cust
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Shin, Byoung-Chul, Hyo-Sun Yeom, Seong-Chang Kim, and Eun-Jun Park. "Franchise Hair Salon Juno Hair Symbol Narrative, Brand Image, Relationship Between Customer Emotional Responses." Journal of the Korean Society of Cosmetology 28, no. 4 (2022): 666–74. http://dx.doi.org/10.52660/jksc.2022.28.4.666.

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This study was conducted to verify the symbolic narrative, brand image, and customer's emotional response of hair salon Juno. The subjects of this study were 450 customers who use beauty salons, and data were collected through self-response questionnaires about the symbol mark narrative, brand image, and customer response. The results of this study are as follows. First, there is a significant positive correlation between symbolic narratives and brand images. Second, symbolic narrative had a significant positive (+) effect on customer's emotional response. Third, it was found that brand image
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Bendapudi, Neeli, and Robert P. Leone. "Managing Business-to-Business Customer Relationships following Key Contact Employee Turnover in a Vendor Firm." Journal of Marketing 66, no. 2 (2002): 83–101. http://dx.doi.org/10.1509/jmkg.66.2.83.18476.

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Customers form relationships with the employees who serve them as well as with the vendor firms these employees represent. In many cases, a customer's relationship with an employee who is closest to them, a key contact employee, may be stronger than the customer's relationship with the vendor firm. If the key contact employee is no longer available to serve that customer, the vendor firm's relationship with the customer may become vulnerable. In this article, the authors present the results of two studies that examine what business-to-business customers value in their relationships with key co
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Goli Nia, Abdulhamid, and Mehdi Naeimi. "Investigating the relationship between relationship marketing with customer responsiveness regarding the role of mediator of customs customers' trust in Golestan province." Journal of Management and Accounting Studies 5, no. 03 (2019): 40–44. http://dx.doi.org/10.24200/jmas.vol5iss03pp40-44.

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The purpose of this study was to investigate the relationship between the relationship between marketing and customer responsiveness with respect to the role of mediator of customs customers' trust in Golestan province.Methodology:The research method used was descriptive correlational survey. The statistical population of this study included all customs customers in Golestan province was unlimited. The sample size was 384 according to Krejcy and Morgan tables. The method of this research was stratified random. The research data were collected using library and field method and the tool used wa
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Mr. Nunna Suresh, Dr. T. Vara Lakshmi, and M. Tejvika. "CRM – A Tool to Enhance Customer Satisfaction." International Research Journal on Advanced Engineering and Management (IRJAEM) 2, no. 05 (2024): 1624–26. http://dx.doi.org/10.47392/irjaem.2024.0226.

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The paper titled “CRM- A tool to enhance customer satisfaction” is about managing a company’s relation with their customers. It focuses on customer purchasing patterns and evaluates customer loyalty and Amazon satisfaction. It also boosts sales operations for marketing, customer service, and tech support. By comparing and contrasting the opinions of Amazon's customers, we may create a productive working relationship. Maintaining a strong relationship with clients is essential. This will help Amazon gain a respectable portion of the market. The purpose of the study is to provide a critical view
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Choi, Youngkeun. "A Study of Customer Acceptance of Artificial Intelligence Technology." International Journal of E-Business Research 19, no. 1 (2023): 1–14. http://dx.doi.org/10.4018/ijebr.323796.

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This research aims to investigate the acceptance of artificial intelligence (AI) technology-enabled services by customers during front-line service meetings. The study collected data from 412 Korean individuals through an online survey and utilized hierarchical regression analysis to test the hypotheses. The results of the study show that the clarity of the roles of both the customer and the AI, the customer's motivation to adopt AI-based technology, and the customer's ability to use AI devices increase the likelihood of acceptance of AI devices. However, concerns related to privacy weaken the
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Budi Bramasta, Admiral. "Analisis Strategi Online Consumer Relationship Management Pada Produk Pisau Cukur Banner." Jurnal Media dan Komunikasi 1, no. 1 (2020): 55. http://dx.doi.org/10.20473/medkom.v1i1.22927.

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This research uses a qualitative research approach with descriptive type and uses in-depth interviews as primary data in research data collection. This research is important because along with the digital transformation that is developing, marketing is now experiencing a development from transactional to marketing on a relationship basis. The use of various marketing tools to manage customer relationships such as Instagram and Whatsapp can also help to maintain customer relationships because this complete the customer's culture. The result of this research is an online CRM strategy built by Ba
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Windjaya, Putri Angelina, and Bakti Siregar. "Analisis Segmentasi Pelanggan Toko Online Marketplace Berdasarkan Recency, Frequency, Monetary, Time, Satisfaction (Rfmts) Menggunakan Algoritma K-Medoids Clustering." Mutiara: Multidiciplinary Scientifict Journal 2, no. 2 (2024): 888–906. http://dx.doi.org/10.57185/mutiara.v2i2.144.

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The marketplace is an e-commerce website that applies traditional market concepts and implements them online. Due to the rapid development of the times, a business will seek various ways to maintain its business so that it continues to grow and generate a high income. One way is to build and maintain long-term relationships with customers. Therefore, it is necessary to implement a marketing strategy based on customer relationship management, all of which aims to increase turnover and profit while retaining customers. From these problems, this study applies customer segmentation to detect diver
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Medberg, Gustav, and Kristina Heinonen. "Invisible value formation: a netnography in retail banking." International Journal of Bank Marketing 32, no. 6 (2014): 590–607. http://dx.doi.org/10.1108/ijbm-03-2014-0041.

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Purpose – The purpose of this paper is to explore value formation in the customer-bank relationship outside the line of visibility of service encounters. The customer's own context has been overlooked by the bank marketing literature as it is traditionally focused on value created by the service process and outcome. Design/methodology/approach – Positioned within the customer dominant logic, a netnography was conducted to explore how bank relationships are realised in customers’ own contexts and experiences. A total of 579 postings from discussions of retail banking in 18 online communities we
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Dissertations / Theses on the topic "Customer's relationship"

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Harker, Michael John. "Relationship marketing : the customer's perspective." Thesis, Nottingham Trent University, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.251244.

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Fernandes, Maria Clara Piçarra. "Atendimento bancário e qualidade de serviço prestado: estudo de caso: clientes gama alta da Região de Évora da Caixa." Master's thesis, Universidade de Évora, 2007. http://hdl.handle.net/10174/17000.

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O sector bancário ao longo dos últimos anos tem sofrido mudanças profundas, fruto de uma maior concorrência, e da alteração do comportamento dos consumidores caracterizados por uma maior exigência em termos de serviço bancário prestado. Os produtos e serviços atualmente oferecidos são extremamente vulgarizados e facilmente copiáveis, pelo que a qualidade do atendimento e do serviço prestado ao cliente será sem dúvida o principal diferencial competitivo das instituições. Tendo em atenção este contexto, e através de um estudo de caso - clientes gama alta da região de Évora da Caixa Geral de Depó
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Alazzawi, Muntaha. "Trust in Customer–Supplier relationships." Thesis, Linnéuniversitetet, Institutionen för maskinteknik (MT), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-56356.

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The competitive market of today is characterized by globalization, because of that organizations increased demands from customers on the services as well as on product. In other word, the customer is focusing on buying the service in same way as they buy products. For that the trust in relationships is considered as an important and effective factor when the business to business partners want to achieve growth profitability, and long term time. In order to reach high trust in relationships between customers and suppliers, ability to measure trust in relationships and to improve it is important
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Awan, Salman Ahmad, and Muzafar Said. "Loyalty Enhancing Communication for Telecom Customer Relationships : A Qualitative Study of Telecom Customers." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-9522.

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The telecommunication business has been transformed in Sweden through the past few years. Previously telecom industry was under monopoly which has now been converted into more competitive market in which more competitors have entered and offering various alternatives of different kinds of services. TeliaSonera has been one of biggest telecommunication service providers in Sweden which is amalgamation between two big companies; Telia, a major Swedish company and Sonera which is Finish counterpart of Telia. Currently, TeliaSonera is offering various communication services to its customers such a
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Behrami, Faton, and Mikael Jonasson. "Kundlojalitet : en studie om vilken påverkan de demografiska aspekterna har på kundens lojalitet mot sin bank." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-11008.

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In Sweden today almost all people are connected to a bank in some way. It can range from loans, savings, shares, etc. They have a current account where salaries, student aid etc. is paid. Due to the large selection of banks, it has become more important for banks to be competitive in their services to their customers so they don’t change bank. This has led to that more and more banks are trying to get their customers to be more loyal to the bank by being more competitive. Loyalty is the result of several interrelated factors such as customer satisfaction and service. This leads to the purpose
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Nordlöf, Jessica, Matilda Svensson, and Emily Frost. "Relationship Marketing in the Travel Industry : A Two Sided Perspective." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-11560.

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<p>The purpose of this thesis is to analyze how Stockholm based travel agencies understand and use relationship marketing and how it is perceived by customers.</p><p>Relationship marketing is defined by Grönroos as a building of relationships with customers to achieve mutual benefits. Four main objectives of relationship marketing were used to contextualise the term: service quality, personalisation, differentiation, and communica-tion.In order to answer the purpose, the authors have chosen to interview three travel agen-cies that focus on offering tailor made travel for different target group
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Nacif, Roberta C. "Online customer loyalty : forecasting the repatronage behavior of online retail customers /." Wiesbaden : Dt. Univ.-Verl, 2003. http://www.gbv.de/dms/zbw/374160546.pdf.

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Wachner, Trent. "Relationship strategies over the customer relationship lifecycle the differential effect of individual versus organizational relationships /." Online access for everyone, 2008. http://www.dissertations.wsu.edu/Dissertations/Spring2008/t_wachner_042108.pdf.

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Johansson, Daniel, and Patrik Fredriksson. "Customer Needings : Finding the Relationship Gaps between Rolls Royce and their Industrial Customers." Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4263.

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<p><strong>Purpose </strong></p><p>The purpose of this thesis is to investigate to what extent Rolls Royce in Kristinehamn manages to fulfil their customer needings. By identifying gaps between offerings and needings, the authors will give recommendations on how Rolls Royce can increase their customers' satisfaction by providing them with what they need.</p><p> </p><p><strong>Method</strong></p><p>A qualitative research is used in the form of in-depth face-to-face- and telephone interviews. Eight such interviews have been conducted in this thesis; three interviews with representatives from Rol
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Crivellaro, Fernanda Furio [UNESP]. "Gestão da informação em ferramentas de CRM para captação e retenção de clientes." Universidade Estadual Paulista (UNESP), 2018. http://hdl.handle.net/11449/154197.

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Submitted by FERNANDA FURIO CRIVELLARO (ffc_fernanda@hotmail.com) on 2018-06-07T19:35:54Z No. of bitstreams: 1 GESTÃO DA INFORMAÇÃO EM FERRAMENTAS DE CRM PARA CAPTAÇÃO E RETENÇÃO DE CLIENTES.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5)<br>Approved for entry into archive by Satie Tagara (satie@marilia.unesp.br) on 2018-06-08T17:12:16Z (GMT) No. of bitstreams: 1 crivellaro_ff_me_mar.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5)<br>Made available in DSpace on 2018-06-08T17:12:16Z (GMT). No. of bitstreams: 1 crivellaro_ff_me_mar.pdf: 1637008 bytes
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Books on the topic "Customer's relationship"

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Ritter, Dwight S. Relationship banking: Cross-selling the bank's products & services tomeet your customer's every financial need. Bankers Publishing, 1993.

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S, Ritter Dwight, ed. Relationship banking: Cross-selling the bank's products & services to meet your customer's every financial need. Bankers Pub. Co./Probus Pub. Co., 1993.

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Bruhn, Manfred. Relationship marketing: Management of customer relationships. FT/Prentice Hall, 2003.

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Group, Mintel International, ed. Customer relationships. Mintel International Group Limited, 1997.

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Limited, Mintel International Group, ed. Customer relationships. Mintel International Group Limited, 1996.

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Cartwright, Roger. Customer Relationships. John Wiley & Sons, Ltd., 2003.

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Storbacka, Kaj. Nature of customer relationship profitability: Analysis of relationships and customer bases in retail banking. Swedish School of Economics and Business Adminstration, 1995.

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Kumar, V., and Werner Reinartz. Customer Relationship Management. Springer Berlin Heidelberg, 2018. http://dx.doi.org/10.1007/978-3-662-55381-7.

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Sperl, Friederike. Customer Relationship Management. Springer Fachmedien Wiesbaden, 2016. http://dx.doi.org/10.1007/978-3-658-11547-0.

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Muther, Andreas. Customer Relationship Management. Springer Berlin Heidelberg, 2002. http://dx.doi.org/10.1007/978-3-642-56222-8.

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Book chapters on the topic "Customer's relationship"

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Llosa, Sylvie, and Lionel Nicod. "The Augmented Customer Relationship: the Increasing Importance of the Customer's Role." In Augmented Customer Strategy. John Wiley & Sons, Inc., 2019. http://dx.doi.org/10.1002/9781119618324.ch3.

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Diller, Hermann. "Customer Loyalty: Fata Morgana or Realistic Goal? Managing Relationships with Customers." In Relationship Marketing. Springer Berlin Heidelberg, 2000. http://dx.doi.org/10.1007/978-3-662-09745-8_2.

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Katyayani, J. "Attracting customer's attention with emergent technologies: Relationship among e-marketing and consumer's propensity for experimental purchase behavior." In Digital Transformation and Sustainability of Business. CRC Press, 2025. https://doi.org/10.1201/9781003606185-53.

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Ahlert, Henning. "Enterprise Customer Management: Integrating Corporate and Customer Information." In Relationship Marketing. Springer Berlin Heidelberg, 2000. http://dx.doi.org/10.1007/978-3-662-09745-8_14.

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Nastišin, L’udovít, and Richard Fedorko. "Metrics of Engagement on Social Networks and Their Relationship to the Customer's Decision-Making Process Under e-Commerce Conditions." In Advances in Digital Marketing and eCommerce. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-76520-0_8.

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"Constructing Relationship Developing Strategies." In Service Marketing Strategies for Small and Medium Enterprises. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7891-8.ch006.

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This chapter aims to describe relationships strategies that manager need to practice in order to establish customer-oriented service system. Therefore, the chapter provides a structural model derived from literature review and depth interview from depth interview of 10 customers and 5 managers of 5 auto repair shops. In line with that, the current chapter proposes four propositions in regards to effective relationship developing strategies for the SME. The findings revealed that ethical practice, customer's orientation, length of relationship, customer's support services are significantly infl
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Al-Rabayah, Wafaa A. "Social Media as Social Customer Relationship Management Tool." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-1686-6.ch006.

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Customer Relationship Management (CRM) is the process of managing a business's interaction with current and future potential customers. This instrumental case study aims to study and explain the role of social media as Electronic Customer Relationship Management tool (ECRM) in health care and tourism context by using Jordan Medical Directory company as a case study, we identified how using social media in communicating and managing customer's requirements as eCRM technique affects institution efficiency, the result proved the significant positive role of social media in managing customers rela
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Kasemsap, Kijpokin. "Customer Lifetime Value." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7766-9.ch003.

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This chapter indicates the prospect of customer lifetime value (CLV) and the importance of CLV in global marketing. CLV is the total of the financial profit, calculated from the existing period to the future. CLV develops the optimal strategies for customer engagement, promotes the understanding of potential value of a customer, and enables the workforce to effectively improve customer relationships. CLV can be a crucial perspective for costs to be associated with the promotions and communications to attract the new customers and retain the existing customers. CLV can help individuals estimate
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Pozza, Ilaria Dalla, Natalie T. Wood, and Janée N. Burkhalter. "Tweeting for Service." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8408-9.ch005.

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The purpose of this chapter is to examine the use of Twitter as a communication channel for customer service interactions. The authors discuss the topic of multichannel communication outlets and how popular social media platforms such as Twitter influence the channel choice patterns of today's customers. The chapter presents the findings of in-depth interviews with 50 customers of a major European telecommunications provider aimed at understanding their motivation to use Twitter for service interactions and how Twitter impacts their use of traditional communication channels including telephone
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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." In Marketing and Consumer Behavior. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-7357-1.ch062.

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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving custo
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Conference papers on the topic "Customer's relationship"

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Jankova, Liga, and Andrejs Lazdins. "CUSTOMER RELATIONSHIP MANAGEMENT IN LATVIA." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.58.

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management
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Kopare, Anand, Ajim Shaikh, Jitender Kumar Sharma, and Ganesh Waghmare. "AI-Enabled Customer Insights: Transforming Marketing and Customer Relationship Management." In 2024 International Conference on Knowledge Engineering and Communication Systems (ICKECS). IEEE, 2024. http://dx.doi.org/10.1109/ickecs61492.2024.10616723.

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Salisu, Sani, Abubakar M. Miyim, Hussain A. Younis, Israa M. Hayder, Muhammad Salisu Ali, and Nur Intan Raihana Ruhaiyem. "A Study on the Relationship between Customer's Profile and Practice of Internet Banking." In 2023 3rd International Conference on Emerging Smart Technologies and Applications (eSmarTA). IEEE, 2023. http://dx.doi.org/10.1109/esmarta59349.2023.10293586.

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Borković, Aleksandra, Tatjana Botić, Pero Dugić, et al. "RELATIONSHIP OF QUALITY, PRICE AND TOILET SOAP CONSUMPTION." In INTERNATIONAL Conference on Business, Management, and Economics Engineering Future-BME. Faculty of Technical Sciences, Novi Sad, 2025. https://doi.org/10.24867/future-bme-2024-106.

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The goal of the research was to identify the characteristics of soap according to the criterion of their importance for the consumer, that is, the customer, and to examine the interdependence of quality, price and consumer habits, that is, consumption. The first part of this research included the procurement and laboratory analysis of the quality of commercial soaps for washing hands on the domestic market. The second part of the research was a survey of the population to collect data based on which consumer habits and implicit values that consumers attach to toilet soaps were assessed. Also,
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Liao, Junfeng, Guangzhi Chen, and Kezhen Wei. "Relationship between Pricing and Customer's Perception C2C Commerce--Basing on Study of the Channel of C2C in Mainland China." In 2010 International Conference on E-Product E-Service and E-Entertainment (ICEEE 2010). IEEE, 2010. http://dx.doi.org/10.1109/iceee.2010.5661009.

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Li, Li. "Study on the interactive relationship between customer's emotional response and the brand trust — In the view of online shopping." In 2013 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI). IEEE, 2013. http://dx.doi.org/10.1109/soli.2013.6611418.

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Paananen, Tiina, Lauri Frank, and Tiina Kemppainen. "Customer-Brand Relationships in the Context of Digital Brands." In Digital Restructuring and Human (Re)action. University of Maribor Press, 2022. http://dx.doi.org/10.18690/um.fov.4.2022.31.

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This qualitative study investigates customer-brand relationships between customers and digital brands. This study aims to describe different digital brand relationship types, and their manifestations among young adult customers. The data collection was conducted in 2021 by interviewing fourteen Finnish adults aged 22-31 years. The findings categorize the customer-brand relationships into four relationship types, according to the relationship strength from weak to strong. Brand liking lacks emotions and is characterized by low commitment towards a digital brand. Brand attachment includes having
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Ngele, Emmanuel. "Geo-semantic profiling of brand-specific customer experience using citizen-generated social media comments." In International Conference on Artificial Intelligence and Robotics. Machine Intelligence Research Group (MIRG), 2023. https://doi.org/10.52968/15061120.

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A good customer experience is likely to influence a customer’s decision to buy positively and equally a negative customer experience will most likely make a customer decide not to buy or go elsewhere. About 73% of customers said that one negative customer experience is enough for them to leave a brand, and go to a competitor. This research work will use text mining and sentiment analysis techniques to identify and categorize brand-specific social media comments into different groups, including positive, negative, and neutral comments. Geo-profiling techniques will be used to identify patterns
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Džinić, Tanja, Aleksandra Perić, Slavica Mitrović-Veljković, Stevan Milisavljević, and Đorđe Ćelić. "Customer relationship management in the banking sector." In XIX International May Conference on Strategic Management – IMCSM24 Proceedings. University of Belgrade, Technical Faculty in Bor, 2024. http://dx.doi.org/10.5937/imcsm24047d.

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Customer Relationship Management (CRM) represents a broader business strategy designed to reduce costs and increase profitability by enhancing customer loyalty. CRM is a concept whose implementation leads to customer retention, increasing their number, as well as enhancing the quantity and quality of services provided to these customers. It is both a management philosophy and a methodology for conducting business with customers. The methodology of this paper is based on the analysis of empirical data gathered using a standardized questionnaire that was administered in a bank industry. The most
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Wang, Hong-jun, Xin Chen, Ping Zhang, De-tao Zheng, and Jian Sun. "A Novel Web-Based Approach to Quality Function Deployment." In ASME 2003 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2003. http://dx.doi.org/10.1115/detc2003/dfm-48137.

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Quality Function Deployment (QFD), as an effective tool for customer-driven product development, has been widely adopted in manufacturing companies for many years. The main difficulties in using QFD lie in capturing the actual needs of customers, and in the conflicting conclusions provided by different experts while establishing the relationship matrix between customer requirements and engineering characteristics. This paper describes a novel approach to applying QFD. Firstly, the customer requirements are captured through Web-based technology. Secondly, the relationship matrix between custome
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Reports on the topic "Customer's relationship"

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Ferdous, Zannatul, and Wahid bin Ahsan. Customer Experiences with E-commerce Returns in Bangladesh: Effects on Satisfaction, Trust, and Loyalty. Userhub, 2024. http://dx.doi.org/10.58947/journal.nfqj67.

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The rapid expansion of e-commerce in Bangladesh has revolutionized consumer behavior, providing convenience while creating challenges in managing product returns. This study examines customer experiences and perceptions of e-commerce returns in Bangladesh, focusing on critical factors like product discrepancies, refund processing delays, return policy transparency, and customer service issues. Using a mixed-methods approach, data was collected from 151 survey respondents and 18 interviews with customers, e-commerce employees, and logistics personnel. The findings reveal that product misreprese
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Modi, Dipali, and Na Young Jung. The Relationships among Perceived Fairness, Customer Satisfaction and Relationship Quality in a Multi-Channel Retail Environment. Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-1790.

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Gillenson, Mark L. Sailor Relationship Management: The Use of Customer Relationship Management in Sailor Morale and Retention. Defense Technical Information Center, 2002. http://dx.doi.org/10.21236/ada405493.

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Seybold, Patricia. Provide a 360-Degree View of the Customer Relationship. Patricia Seybold Group, 2006. http://dx.doi.org/10.1571/bp1-26-06cc.

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Tan, Lili. The Roles of Information Technology in Customer Relationship Performance, Employee User Satisfaction, Service Quality and Customer Satisfaction. Iowa State University, 2019. http://dx.doi.org/10.31274/cc-20240624-1490.

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Talamas Marcos, Miguel Ángel. Research Insights: Why Doesn't Entry of Larger and More Productive Firms Drive Out the Many Small Firms in Developing Countries? Inter-American Development Bank, 2023. http://dx.doi.org/10.18235/0005261.

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An expansion from zero to the average number of chain stores in a Mexican neighborhood (6.7) reduces the number of neighborhood shops by 15%. This reduction is not driven by increased shop exits but by decreased shop entries. Shops retain their sales of fresh products and 96% of their customers, but customers visit shops less often and spend less on non-fresh and packed goods. Shops survive by exploiting comparative advantages stemming from being small and owner-operated, such as lower agency costs, building relationships with the community, having a broader and tailored product mix, and offer
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Thorn, Dustin, and Matt Hubbard. Investigating the Relationship between Customer Wait Time and Operational Availability through Simulation Modeling. Defense Technical Information Center, 2012. http://dx.doi.org/10.21236/ada576569.

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Lees, Matthew. Going Social Globally: A Global Perspective on Customer Relationships and Social Media. Patricia Seybold Group, 2010. http://dx.doi.org/10.1571/i08-05-10cc.

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Fotabong, Lounarda, and Aurimas Baliukevičius. The Influence of Supply Chain Management on the Organizational Performance of Supermarket. Vilnius Business College, 2024. https://doi.org/10.57005/ab.2024.2.4.

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Despite the existence of Supply chain strategies put in place by Njeiforbi Supermarket to increase their performance there have still been faced with problems of stock-outs, low customer satisfaction, low profits and long lead times still hamper Njeiforbi Supermarket Buea. The main objective of the study is to investigate the effects of Supply chain management on Organisational performance of Supermarket in Buea case of Njeiforbi The research design adopted for this study was descriptive research survey. A stratified sampling technique was used for this study with a sample size of 35 responden
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McPhedran, R., K. Patel, B. Toombs, et al. Food allergen communication in businesses feasibility trial. Food Standards Agency, 2021. http://dx.doi.org/10.46756/sci.fsa.tpf160.

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Background: Clear allergen communication in food business operators (FBOs) has been shown to have a positive impact on customers’ perceptions of businesses (Barnett et al., 2013). However, the precise size and nature of this effect is not known: there is a paucity of quantitative evidence in this area, particularly in the form of randomised controlled trials (RCTs). The Food Standards Agency (FSA), in collaboration with Kantar’s Behavioural Practice, conducted a feasibility trial to investigate whether a randomised cluster trial – involving the proactive communication of allergen information a
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