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Dissertations / Theses on the topic 'Customer's relationship'

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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1

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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8

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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9

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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10

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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Bryngemark, Adam, and Sebastian Baard. "”En vecka fick jag fler ölleveranser än virkesleveranser.” : Hur B2B-kunder hanterar och navigerar i B2B-relationer." Thesis, Linnéuniversitetet, Institutionen för organisation och entreprenörskap (OE), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-66055.

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Bakgrund: Vikten av mer bundna business-to-business-relationer från leverantörsidan är vida erkänd. Det är dock inte självklart att kunden i en B2B-relation strävar efter samma mål som leverantören i detta anseende. Kunden påverkas av faktorer i mer bundna och mer obundna relationer och måste förhålla sig till dessa samtidigt som de navigerar i sina leverantörsrelationer för att försöka åtnjuta fördelarna med både lång- och kortsiktighet. Syfte: Att förstå hur B2B-kunder hanterar och navigerar i B2B-relationer för att åtnjuta fördelar med både mer bundna och mer obundna B2

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Kuranchie, Frank Kojo. "The Effect of Customer Relationship Marketing on Customer Retention in the Ghanaian Banking Sector : A case study of Intercontinental Bank Ghana Limited." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1102.

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Abstract Customer relationship management as a strategic marketing concept has gained tremendous interest among researchers and practitioners in recent times. Within the last two decades a significant number of research works have been carried out on various issues relating to customer relationship management. However, few empirical studies on market orientation and performance have been established in the Ghanaian banking sector. In an effort to contribute to the existing customer relationship management literature, a study of Intercontinental bank Ghana was conducted. A framework of customer

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Wu, Xueying, and Jingfang Zhao. "Relationship Management of key Customers - in B2B." Thesis, Jönköping University, Jönköping University, Jönköping International Business School, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-9557.

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Larsson, Emma, and Malin Eriksson. "Facebook as a tool for building customer relationships in the hospitality industry : A quantitative study on the effects of Facebook activities on relationship drivers and relational benefits." Thesis, Umeå universitet, Företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-91041.

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The main purpose of this study is to investigate the effects of Facebook activities on relationship drivers and relational benefits and the effect of relationship drivers of relational benefits perceived by customers to Pite Havsbad. To do this we have explored the relationship between a number of Facebook activities, relationship drivers and relational benefits. We developed two conceptual models, which included these relationships. We have written this degree project on commission for Pite Havsbad, which is a company that operates in the hotel industry in the county of Norrbotten in the nort

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Grom, Karin, Louise Janhans, and Emmelie Johansson. "What's in it for You? : A Study of Perceived Customer Value among IKEA's Business Customers in the Kitchen Market." Thesis, Jönköping University, JIBS, Business Administration, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-351.

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<p>Companies have started to concentrate more on customer relationship, meaning more attention on customer contact, instead of concentrating on the product. Those thoughts have further developed into that companies continuously create and add value for their customers, to keep them loyal and satisfied. Value can be created in different ways, and the companies need to understand the value factors that are considered most important among their customers. For the same reason IKEA commissioned this thesis; to know how to deliver greater customer value. Therefore the purpose of this thesis is to ev

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Follin, Sara, and Viktoria Fransson. "The impact of gender and age on customer loyalty : A quantitative study of Swedish customers’ experiences of a loyalty program." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-28596.

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Title The impact of gender and age on customer loyalty – a quantitative study of Swedish customers’ experiences of a loyalty program Authors Sara Follin & Viktoria Fransson Background Building customer relationships could be done by using loyalty programs; programs which involves activities for enhancing customer loyalty (Ou, Shih, Chen & Wang, 2011). To use loyalty programs as relationship marketing tactics has become popular and it is frequently used in the grocery retailing industry (Noble & Phillips, 2004). Customer loyalty differences might be influenced by customers’ gende

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Sappey, Jennifer Robyn, and n/a. "Flexible Delivery in Australian Higher Education and its Implications for the Organisation of Academic Work." Griffith University. Griffith Business School, 2006. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20070228.110927.

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This doctoral research explores the implications for the employment relationship of the intersection between employment relations and customer relations. The context for the research is Australian higher education - specifically those university workplaces which are strongly market focused and where resourcing is inadequate to meet customer expectations. Traditionally, serving one's customer has meant providing goods or services (as requested by the customer) and doing so with courtesy (as defined by social custom). The customer was clearly outside the traditional employment relationship bet

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Broman, Johanna, and Patricia Lundin. "CRM systems management and use : From retail stores perspective." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-17125.

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The purpose of this thesis is to explore how stores in the retail sector and in business to consumers´ relations, are engaged in the CRM systems use and management. The purpose is also to see if the information that is gathered by the headquarters is transferred down to the stores. The research follows a realistic philosophy combined with an abductive approach and a qualitative method. The choice of design to this research was an exploratory research combined with a case study strategy over a cross-sectional time horizon. The data was collected through semi-structured interviews with manager

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Sappey, Jennifer Robyn. "Flexible Delivery in Australian Higher Education and its Implications for the Organisation of Academic Work." Thesis, Griffith University, 2006. http://hdl.handle.net/10072/365506.

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This doctoral research explores the implications for the employment relationship of the intersection between employment relations and customer relations. The context for the research is Australian higher education - specifically those university workplaces which are strongly market focused and where resourcing is inadequate to meet customer expectations. Traditionally, serving one's customer has meant providing goods or services (as requested by the customer) and doing so with courtesy (as defined by social custom). The customer was clearly outside the traditional employment relationship bet

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Lönnevik, Helena, and Fiorella Piedra. "Luxury Customer Relationship Management : Customer loyalty through a luxury perspective." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-72857.

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Bakgrund och problemdiskussion: Lyxvarumärkesföretag har börjat undersöka implementering av en strategi som erbjuder livslångt kundvärde. De har även visat intresse som tyder på att de vill tillämpa CRM-policys men är osäkra till hur stor del den går att tillämpa inom lyxindustrin. Vi har med inspiration från artikeln ”Is CRM for Luxury brands?” Cailleux, Mignot & Kapferer (2009) konstaterat att det existerar ett problem med den traditionella CRM som inte förstår ”luxury management” och de exakta implikationerna. Då begreppet CRM anses vara otillräcklig samt bristande vid tillämpning på ly

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Andresen, Philip. "Acquiring customers through Social Customer Relationship Management : An explorative case study within the telecom industry." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-64521.

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Social media is a rapidly rising phenomenon, providing new opportunities for consumers and businesses to communicate and share information. The development of social media has allowed for customer relationship management (CRM) to extend its area of use, coining the now common concept social CRM. Social CRM allows for new levels of interactivity between companies and consumers, however the effectiveness of social CRM is uncertain in many areas, mainly due to it being hard to tie customer interaction in social CRM to tangibles for the company. One of these areas is customer acquisition, where th

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Alinvi, Fatima. "Customers' Expectations of Banks Becoming Cashless : - How could banks meet customers' expectations when changing from cash services to deeper customer relationship?" Thesis, Umeå University, Umeå School of Business, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-23153.

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<p>The organizational change of banks into cashless banking is becoming quite common. Technological development, competition and changing attitudes of customers towards cash services offered force banks to shift their activity towards advice based approach. However, when changing to cashless activity banks undertake a change which directly impacts on their customers. Hence, in this research I try to answer the following question:</p><p> </p><p><em>How could banks meet customers’ expectations when changing from cash services to deeper customer relationship?</em></p><p> </p><p>The main purpose o

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Maggon, Mohita. "Customer satisfaction, relationship share and customer attitude in context of customer relationship management: a study of Indian hotels." Thesis, IIT Delhi, 2016. http://localhost:8080/iit/handle/2074/7230.

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ZERBINI, FABRIZIO. "Linking customers through linking firms: how CRM alliance networks affect effectiveness in managing customer relationships." Doctoral thesis, Università Bocconi, 2004. http://hdl.handle.net/11565/4050948.

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Rossiter-Hofer, Adriana. "Determinants of customer partnering behavior in logistics outsourcing relationships a relationship marketing perspective /." College Park, Md. : University of Maryland, 2007. http://hdl.handle.net/1903/6754.

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Thesis (Ph. D.) -- University of Maryland, College Park, 2007.<br>Thesis research directed by: Business and Management: Logistics, Business & Public Policy. Title from t.p. of PDF. Includes bibliographical references. Published by UMI Dissertation Services, Ann Arbor, Mich. Also available in paper.

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Li, Pu. "Customer relationship management : a research framework for investigating how customers' detailed preferences are learned and recorded /." View abstract or full-text, 2005. http://library.ust.hk/cgi/db/thesis.pl?ISMT%202005%20LI.

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Lundgren, Emilie, and Yamila Mingo. "Faktorer som påverkar kunders relation till ICA." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-21962.

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Alnsour, Muhammed S. "Modelling Relationship Quality in a Business-to-Business Marketing Context: The Jordanian Banks and their Online SME Customers." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4883.

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This study provides an understanding on how Relationship Quality is conceptualised in business-to-business marketing relationships. It investigates the relationships of Jordanian Banks with their small and medium sized enterprise (SMEs) customers in terms of Commitment, Satisfaction, Trust, Communication, Transparency, Understanding, and Cooperation. It examines the antecedents and outcomes of the quality of corporate customer relationships by developing a conceptual model which empirically tests this relationship. This research builds and validates a research model based on the literature sur

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Mazmanian, Joseph, and Arbi Babakhanlo. "Utveckling av kundrelationer på Länsförsäkringar." Thesis, University of Gävle, University of Gävle, Department of Business Administration and Economics, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-6270.

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<p><strong>Syfte: </strong>Syftet med denna uppsats är att illustrera vilka faktorer som påverkar kundrelationer och hur ett företag bör gå tillväga för att förbättra dessa samt för att bevara sina kunder. Vi vill ge en illustration på hur en välorganiserad kundrelation kan framkallas. Uppsatsen är även en undersökning som kommer att framhäva Länsförsäkringarnas varianter av strategier och metoder inom kundrelation, detta kommer även att baseras ur kundens perspektiv. Det vitalaste kommer att handla om hur Länsförsäkringarna kan förbättra och utveckla detta.</p><p> </p><p><strong>Metod: </stro

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Åman, Robert. "Understanding when customers leave : Defining customer health and how it correlates with software usage." Thesis, Uppsala universitet, Institutionen för teknikvetenskaper, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-329220.

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More and more businesses today focus on building long-term customer relationships with the objective to secure recurring revenues in competitive markets. As a result, management philosophies such as Customer Success have emerged, which underlines the importance of knowing your customers in order to make them stay. A common way of tracking the well-being of a firm's customers is the use of customer health scores. Such tools monitor assembled data and indicate whether a customer is doing fine, or is in the risk zone of ending the business relationship. However, there exists little to no consensu

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Nooren, Ella. "Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company." Master's thesis, FEUC, 2012. http://hdl.handle.net/10316/21510.

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Dissertação de mestrado em Marketing, apresentada à Faculdade de Economia da Universidade de Coimbra, sob a orientação de Arnaldo Coelho.<br>This case study named “The impact of customer relationship management on fujitsu as service providing company” has as its main aim analysing the impact of CRM on a company’s customer satisfaction. What are the benefits for a company by using CRM and if it would improve, using Fujitsu as our case study. How Fujitsu measures its customer satisfaction is one of the issues developed in this thesis. Some of the methods used are Customer Satisfaction Inter

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Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.

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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The servic

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Li, Pei-Chi, and 李珮齊. "The Relationship among Customer Relationship Management, Relationship Quality, and Customer Life time Value- A Study Based on Customer's Viewpoint." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/77290709801565916239.

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碩士<br>國立勤益科技大學<br>企業管理系<br>97<br>In the customer-oriented era, customers dominate the future of a company. Therefore, customer relationship is an important intangible asset. A company has to understand the real needs of customers so as to effectively catch business opportunities. In the hotel industry, service providers have a direct and close relationship with customers. It is especially necessary for them to maintain customer loyalty through customer relationship management. This paper focuses on the hotel industry to investigate the effect of customer relationship management on relationship

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Lo, Yu-Ching, and 羅玉青. "The study of relationship between customer's perception of B&B's characteristics and customer accommodation willingnessin Rueifang District." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/49631051822999332024.

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碩士<br>中國文化大學<br>觀光事業學系觀光休閒事業管理碩士在職專班<br>104<br>As the tourism industry has been growing more and more prosperously, the demand for travel accommodations is also increasing concurrently in Taiwan. Although there are several types of travel accommodations, bed & breakfast (B&B), which takes place of hostels and hotels, has become one of the most popular options for tourists. In order to increase the customers’ willingness to stay at B&Bs and improve the local tourist development, how to effectively utilize the local specialties and the B&B’s characteristics has become a vital issue for the manag

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Mohammed-Hasan, Lulaw, and Lulaw Mohammed-Hasan. "A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/m4rkaj.

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碩士<br>長榮大學<br>管理學院經營管理碩士班<br>107<br>With the rapid development of the economy and the increasing numbers of investors entering the Taiwan market, the demand for accounting professional services has grown substantially. Accounting firms aim at serving customers, but there are often cases that service errors are encountered. Professional services involve credit quality; therefore customers' demands for qualified professional services are increasing day by day. Customers are obviously no longer as passive as they are in the past, and they actively seek cooperation and trust for service supply. Ac

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Shen, Ding-You, and 沈訂佑. "A Study on the Relationship between the Customer's Lifestyle and Characteristics for Wedding Consultants Company." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/96064991895830100969.

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碩士<br>亞洲大學<br>經營管理學系碩士在職專班<br>102<br>Due to young people always busy, for the details of wedding custom, most of them are no time to understand but also do not know how to doing. And more and more people want to have special wedding, not like traditional wedding style. They try to find out assisting of wedding consultants company. To be specific, the research aims to achieve the following research objectives: To studies the effects of the consumers’ lifestyle to consuming behavior. This research discloses that wedding new people’s lifestyle as three types : aggressive activities; money-talks a

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LI, CHIH-HAN, and 李芷涵. "An Empirical Study of the Relationship among Low Cost Carriers Service Quality,Relationship Quality and Customer's Behavior :the case of Low-Cost Carrier." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/qpd2ma.

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碩士<br>中華科技大學<br>航空運輸研究所<br>104<br>Since Low-Cost Carrier (LCC) has started to run business in Taiwan market in 2004. Most of previous research on low-cost airlines are based on factors influencing, but many studies shows that Service Quality is key point。 It is important to know the customers’ requirement of the service provided by LCCs. The author took the routes of low-cost carriers as example to explore the relationship between service quality, relationship quality and behavior intention. The final sample the response rate was 96% (i.e. 560 usable surveys were collected from the 583 questio

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Shu-Ping, Lin, and 林淑萍. "A Study on the Relationship Between Customer's Characteristics and Insurance Contract- A Case of H Life Insurance Company." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/8pp39q.

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碩士<br>國立高雄應用科技大學<br>金融資訊研究所<br>102<br>The main objective of this article is to investigate attributes of customer affecting an insurance contract. Therefore, cross analysis, One-sample t test, One-way Analysis of Variance, Logistic Regression model and Decision Tree Model analysis are applied to analyze the correlation between the variable of attribute of customer and the content of insurance contract. The empirical results are as follows: 1. Cross analysis: “Gender” and “the insurance age of the insured” are significantly correlated to “insurance contract status”; however, “occupation” is not

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Nien-Ying, Chiang, and 江念穎. "The Impact of Advertisement Appeals on the Relationship between Customer's Perceived Value and Repurchase Intention - An Example of Beer." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/40715947688882988935.

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碩士<br>實踐大學<br>企業管理學系碩士班<br>99<br>In recent years, advertising volume of major media shows signs of slow growth. According to The Nielsen Company, Taiwan’s top five media (including radio and television) of advertisements are cable TV, newspapers, magazines, radio and outdoor media). From 2003 to 2009, advertisement volume has declined for seven years consecutively, However, various choices in media make viewers loss their patience in waiting for ad insertion time. Our study is based on the concept of Krugman (1965) passive learning theory to discuss the effect of different advertising appeals

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Chih-Wei, Chang, and 張智為. "The Study on the Relationship among Perceived Risk, Customer Complaint Behavior and Satisfaction of Service Recovery─A Case Study of Customer's Reaction on International Express Delivery." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/03855933711562145231.

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碩士<br>大葉大學<br>國際企業管理學系碩士班<br>96<br>Although the dissemination of information can be ached by the high-tech, but many of the physical entity of the delivery of goods, and still have to rely on improving the transport system. Consumers on the speed and quality of service requirements are increasingly stringent, as well as the international trend, so it is the rise of international express delivery industry. When customers perceived not satisfied with consume, may lead to complain behavior. Some scholar think that customers complain will generate higher satisfaction and intent to purchase t

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彭柏錚. "The Study of Relationship among Service Quality, the Spokesperson and Customer's Satisfaction of Deposits Business of Bank Industry-The Case of Customer of A bank in Taipei City." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/11027704866894797691.

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碩士<br>國立交通大學<br>經營管理研究所<br>99<br>The purpose of this research is to analyze the relationship among service quality,the spokesperson and customer's satisfaction of deposits business of bank industry, using Parasuraman, Zeithmal and Berry's PZB model and Cronin and Taylor's viewpoint for service quality. This research focuses on the banking customers in the Taipei area and examines the relationship among the 5 service quality dimensions, spokesperson and customer satisfaction. The research starts with a literature review. And then data collected by questionnaire survey and then through the SPS

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chih, Chiu Hsien, and 邱顯智. "The relationship among marketing channel, customer's perceived risks and customer satisfaction to the renew insuring intensity---a case study of a P/L Insurance Firm in Kaohsiung and Pingtung." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/75752035362384114522.

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碩士<br>國立高雄應用科技大學<br>商務經營研究所<br>97<br>In literature review, a lot of research has focused on P/L insurance strategies in the field of P/L insurance industry, mostly with qualitative analysis through interview. In this study, the relationship between perceived risks and customer satisfaction, which reflected the effect of customer perceived risk on customer behavior and response, was investigated. In addition, in the era of multiple channels, P/L insurance companies need to choose appropriate channel in order to reduce the perceived risks of P/L customers. Thus, the present study examined the re

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Chuang, Chin-Fu, and 莊進富. "The Study on Relationship between Perception of Service Quality and Customer's Satisfaction--An example of ADSL Subscribers of Chunghwa Telecom Co.,Ltd." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/80844693789008306497.

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碩士<br>元智大學<br>管理研究所<br>93<br>According to the data provided by DGT, the subscriber number has break through three million, seven hundred and fifty thousand in our country’s broadband market at the end of 2004, where ADSL subscriber number reached to three million, one hundred and sixty-nine thousand. Obviously, ADSL has become the main stream in connecting to internet with broadband in TAIWAN. Among ASDL subscribers, there are about three million seventy thousand subscribers who used Chunghwa telecom’s ADSL. It occupied over eighty percent of whole broadband network market. This study used the

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Kao, Yi-Fang, and 高儀芳. "A study on the relationship among the Country of manufacture of Image, Fashion consciousness, Ethnocentrism, and Customer's PurchaseIntention- An example for cellular phone." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/50257379535546966298.

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碩士<br>中國文化大學<br>國際企業管理研究所<br>96<br>The purpose of this study is to explore the relations betweens the country of image, fashion consciousness, ethnocentrism, and customer's purchase intention. Also, this study engages to clarify if the influences of customer's purchase intention is ethnocentrism as well. The study uses the two variables of sensitivity of fashion and innovation courage to measure fashion consciousness. Customer's purchase intention uses purchase considered, the purchase moves and purchases extends. Total of 400 questionnaires were to the respondents. The effective respondence r

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Roth, Philip. "Organisering för strategisk CRM : Lärande om kundrelationer i en B2B-organisation." Doctoral thesis, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-107120.

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In marketing research, customer relationship management (CRM) is often described as a strategy for collecting customer information through an IT- infrastructure in order to manage customer relationships (e.g. Boulding et al 2005; Keramati et al 2010; Nguyen and Mutum 2012). Most of the existing research within CRM has focused on IT-infrastructure and implementation issues rather than on how CRM can enable knowledge sharing among individuals and working teams. Difficulties regarding information and knowledge creation, as well as sharing knowledge in both formal and informal ways, are not partic

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Hsu, Shu-Ling, and 徐淑玲. "A study of the Relationship among the Physician Professionalization of Medical Cosmetology, Customer's Purchase Intent, and Their Consuming Behavior: The Perceived Value as a Moderating Variable." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/999sw5.

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碩士<br>長榮大學<br>高階管理碩士在職專班<br>101<br>Medical cosmetology is the trendiest business around the world. The market of medical cosmetology has become an important income for the self-paid medical industry in many countries. In Taiwan, the medical environment mostly depends on national health insurance. As the strict limitations of the national health insurance and the market demand increases, medical cosmetology has become a rising business choice for many hospitals. Since there is no law regulating the quality of medical cosmetology given to patients, and the selections of medical aesthetics are to

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Hua, Lin Chia, and 林佳樺. "Customers Relationshop Management : Customer Valuation Measurment." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/89431987508610496007.

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碩士<br>國立臺北大學<br>企業管理學系<br>90<br>Customer Relationship Management is importance in market competition recently. Measurement of customer valuation depends on defining the customer, estimating the revenue and costs associated with each customer, and combining these elements into an estimated profitability for each customer. Effective use can align the business strategy and the organizational delivery system with customer requirements. This research uses the SMC model to determine the customer valuation. The SMC model can calculate the number of transactions in the next coming year and the sum of

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Fu, Lu An, and 呂安富. "A Study of the Relationships among Relationship Marketing Programs, Relationship Quality, Customer Loyalty, and Relationship Outcomes─Compare Salesperson’s view with Customers’ view." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/96249940944413438349.

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碩士<br>東海大學<br>企業管理學系碩士班<br>98<br>The face of rapidly changing environment, business must use new marketing to create, delivery, and communicate value to customer, and manage customer relationship. Relationship marketing aims to build strong relationship with key partners(customers, channels, other marketing partners) in order to earn organizational performance. Therefore, the business builds strong economic, technical, and social close relationship which needs to develop relationship marketing, implement customer relationship management and partner relationship management. The study bases on s

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HUANG, HSIAO-CHI, and 黃曉琪. "The Relationships among Bank Service Quality, Customer Relationship and Customer Retention." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/07178154676220725242.

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碩士<br>輔仁大學<br>金融與國際企業學系金融碩士在職專班<br>104<br>With the liberalization of financial markets and innovation of information technological, banks not only encoanter strict competition within the industry but also face the pressure of transformation. In addition to provide clients customized financial products, there should be more immediate and convenient financial services to warm customers. Through the questionnaire analysis, the results show that: both the quality of banking services and customer relationship, have significant positive effect on customer retention. Besides, customer relationship ha

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Swarts, KM. "Relationship marketing : complex customer relationships in project-based markets." Thesis, 2020. https://eprints.utas.edu.au/35254/1/Swarts_whole_thesis.pdf.

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The construction industry has high levels of conflict and low rates of customer satisfaction. Relationship marketing is an organisational approach that improves cooperation and customer satisfaction. Yet relationship marketing theory has been developed for traditional service industries, such as banking and hospitality, where firms benefit from customer retention. In contrast, construction firms operate within project-based markets where the need to retain customers is of less value and importance to the business. Furthermore, the nature of the ‘customer relationship’ within these markets comp

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