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Articles de revues sur le sujet « Customer relations »

Auteur : Grafiati

Publié le 4 juin 2021

Mis à jour le 25 juillet 2025

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1

Putri Azzahra Fitriani and Syifa Astasia Utari. "Upaya Public Relations Melalui Customers Relations Managament Mitsubishi Suryopranoto." TUTURAN: Jurnal Ilmu Komunikasi, Sosial dan Humaniora 2, no. 2 (2024): 222–33. http://dx.doi.org/10.47861/tuturan.v2i2.953.

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Maintaining good relationships with customers is a successful way for companies to retain customers, in this case it is important to pay attention to customers and know potential long-term needs so that customers remain loyal to the company. This research aims to find out how Public Relations Efforts through Mitsubishi Suryopranoto's Customer Relations Management are the focus of the research. This research uses a qualitative descriptive method. The theories used in this research are Public Relations theory, Two way symmetric model, Customer Relations Management theory. Data collection techniq

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Mahanani, Prima Ayu Rizqi. "Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image." Jurnal ASPIKOM 1, no. 6 (2017): 551. http://dx.doi.org/10.24329/aspikom.v1i6.58.

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This article deals with marketing trends in the 21st century is shifting from a transactional approach to the relational approach with focus on the fulfillment of needs, satisfaction, and pleasure affect business banking customers are very dependent on the customer. Map business services banking services fickle demands creativity public relations in providing the best service to its customers get a good image. Service concept using the service paradigm leading to cultivate the power of the customer based on the customer satisfaction-oriented, widely used by business banking services at this ti

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Sagiyanto, Asriyani, Ayu Andini Mawadda, Ade Rahmah, and Ardian Setio Utomo. "Communication Strategy Customer Relations Officer PT Dwitunggal Putra Pegadai Tangerang Branch in Handling Customer Complaints." Buletin Poltanesa 25, no. 1 (2024): 46–51. http://dx.doi.org/10.51967/tanesa.v25i1.3050.

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Customer Relations Officers are a bridge between customers and the company, especially in handling customer complaints. This research aims to determine the company customer relations office strategy PT Dwitunggal Putra Pegadai Tangerang branch in handling customer complaints. This study used a descriptive qualitative method. This research shows that Customer Relations Officers are essential in handling customer complaints and creating customer satisfaction. The Customer Relations Officer's process in resolving customer complaints can be carried out from the start, namely identifying existing p

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Nur Halim, Maal Abrar, and Hanifahturahmi. "Strategi Marketing Public Relation PT. JNE Express Pekanbaru dalam Meningkatkan Kualitas Terhadap Kepuasan Pelanggan." JISHUM Jurnal Ilmu Sosial dan Humaniora 1, no. 2 (2022): 237–46. http://dx.doi.org/10.57248/jishum.v1i2.63.

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The study, entitled strategy Marketing Public Relations in creating quality for JNE expedition customer satisfaction, the activities carried out by marketing public relations in order to create customer satisfaction In jne Pekanbaru.The aim of this study is to learn more about public relations and marketing strategies to find out what products and programs from JNE that customers remain loyal to the JNE expedition, and in order to create customer satisfaction using certain strategies. This study uses descriptive analysis to describe the problem of the creation of Marketing and Public relations

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Rahman, Fairizal. "Marketing Public Relations Starbucks Indonesia dalam Membangun Loyalitas Customer." Jurnal Kopis: Kajian Penelitian dan Pemikiran Komunikasi Penyiaran Islam 6, no. 1 (2023): 50–75. http://dx.doi.org/10.33367/kpi.v6i1.3737.

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In the Coffee Shop business in Indonesia, competition is becoming increasingly intense. The success of a company in competing with its rivals depends on the good relationship between the company and its customers through optimal service that meets their needs. To build customer loyalty, a crucial role is played inpublic relations. One of the strategies used by companies to build customer loyalty is through Marketing Public Relations. The purpose of this research is to determine how Starbucks Coffee Indonesia uses Marketing Public Relations strategies to build customer loyalty. A qualitative re

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Thompson, Kathy T. "Customer Relations Enhance Community Relations." Kappa Delta Pi Record 24, no. 4 (1988): 110–13. http://dx.doi.org/10.1080/00228958.1988.10517858.

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Aina Kusumawati Sagual Putri, Mochammad Mirza, Ari Suseno, and Alamsyah. "STRATEGI HUMAS PERUMDAM TIRTA KERTA RAHARJA KABUPATEN TANGERANG DALAM MENANGANI KELUHAN PELANGGAN." INTERPRETASI : Communication & Public Relation 4, no. 1 (2024): 35–45. http://dx.doi.org/10.53990/interpretasi.v4i1.154.

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This research examines the public relations strategy of PERUMDAM TKR Tangerang Regency in handling customer complaints and improving service. A fast and precise strategy is needed to handle customer complaints. The purpose of this research is to find out the strategies used by PERUMDAM TKR Tangerang Regency public relations in handling customer complaints. This research uses a descriptive qualitative approach, meaning it provides a thorough and in-depth explanation of the subject matter discussed. Data shows that public relations must understand their primary role in handling customer complain

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Muhammad, Lakhi, and Gul-e.-Rana Gul-e-Rana. "Do service firm employee and customer relations matter for customer forgiveness in service recovery?" Asia Pacific Journal of Marketing and Logistics 31, no. 4 (2019): 1216–32. http://dx.doi.org/10.1108/apjml-09-2018-0355.

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PurposeCustomer forgiveness is gaining importance in service recovery. This study debates that service firm employees and the customers’ relations are supportive resources for the customer while deciding for forgiveness. Accordingly, the purpose of this paper is to test the effects of structural, relational and cognitive social capital on customer forgiveness and thereof the effects of customer forgiveness on negative word of mouth and repatronage intentions.Design/methodology/approachPartial least squares–structural equation modeling was employed to test the hypothesized relations on usable d

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Susilowati, Susilowati, Titi Widaningsih, and Toto Soebandoro. "Strategi Customer Relations dan Kekayaan Media PT Mandiri Cipta Sejahtera Pada Masa Pandemi COVID-19." Jurnal Komunikasi 12, no. 2 (2021): 152–61. http://dx.doi.org/10.31294/jkom.v12i2.11496.

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The impact that occurred during the COVID-19 pandemic with the determination to work from home (WFH) which resulted in the obstruction of face-to-face communication activities with customers, thus requiring a strategy to establish relationships and maintain good communication with customers. The purpose of this study is to identify and describe the strategy of customer relations and the use of video conferencing using Zoom Cloud Meeting. The concept of Customer Relations Strategy used is Qutlip and Wood and Smith's Computer Mediated Communication (CMC) Theory and Daft and Lengel's Media Richne

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Pranaditya, Ari, Harries Arizonia Ismail, and Khansa Sabihah. "The Important Role of Customer Satisfaction in Sharia Bank in relation to Service Quality and Relational Marketing towards Customer Loyalty." AL-ARBAH: Journal of Islamic Finance and Banking 6, no. 1 (2024): 53–74. http://dx.doi.org/10.21580/al-arbah.2024.6.1.20991.

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Purpose - This study aims to examine the effect of service quality on customer loyalty, customers' satisfaction on loyalty and examining how relational marketing affects customer loyalty within the scope of organizations that practice Islamic values in Indonesia.Method - This research is an explanatory research which explain the position of the variables studied and the influence between one variable and another. To process the data in this study using The Structural Equation Modelling (SEM) from the AMOS 20.0 software package.Result - The result of this research shows that service quality, re

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Bedi, Akanksha, and Aaron C. H. Schat. "Employee revenge against uncivil customers." Journal of Services Marketing 31, no. 6 (2017): 636–49. http://dx.doi.org/10.1108/jsm-01-2016-0003.

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Purpose This study aims to examine the relations between service employee blame attributions in response to customer incivility and revenge desires and revenge behavior toward customers, and whether employee empathy moderated these relations. Design/methodology/approach The authors used survey data based on the critical incident method provided by a sample of 431 customer service employees. Findings The results suggested that blaming a customer was positively associated with desire for revenge and revenge behaviors against the uncivil customer. In addition, the authors found that blame was les

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Sulmiah, Sulmiah, Ihwan Madani, Muhamamd Guntur, and Asri Nur Aina. "Public Relations Services of PT PLN (Persero) North Makassar Customer Implementation Unit in Overcoming Customer Complaints (Prepaid Electricity Case Study)." Jurnal Aktor 3, no. 3 (2024): 1. http://dx.doi.org/10.26858/aktor.v3i3.63206.

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This study aims to find out how the Public Relations Service of PT PLN (Persero) North Makassar Customer Service Implementation Unit in Overcoming Customer Complaints (Prepaid Electricity Case Study). To achieve this goal, researchers use data collection techniques through observation, interviews, and documentation. The data obtained from the research results were processed using qualitative analysis to determine the Public Relations Service of the North Makassar Customer Service Implementation Unit in Overcoming Customer Complaints (Prepaid Electricity Case Study).The results showed that the

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Pulih Asih, Akas Yekti, Budhi Setianto, Agus Aan Adriansyah, Difran Nobel Bistara, and Nikmatus Sa'adah. "Efforts to increase interest in using company guaranteed patients by approaching customer relations management." Bali Medical Journal 11, no. 2 (2022): 660–64. http://dx.doi.org/10.15562/bmj.v11i2.3136.

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Introduction: Customer relationship management (CRM) is a strategy hospitals can use to realize patient-centered care. The study was based on the low interest in inpatient visits by company guarantees, where only 11.4% of employees used inpatient facilities at Ciputra Mitra Hospital (CMH). This study aimed to develop an effort to increase inpatient visits by company guarantees at CMH Banjarmasin. Methods: This study was conducted on 95 respondents from company customers. Of the 95 customers, they are divided into actual customers, namely those who have used inpatient services, as many as 58 pe

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Farhi, Faycal, Riadh Jeljeli, Khaled Zamoum, Yamine Boudhane, and Faten Ben Lagha. "Metaverse Technology in Communication Practices: A Case Study of IT Products Retailers in the UAE." Emerging Science Journal 7, no. 3 (2023): 928–42. http://dx.doi.org/10.28991/esj-2023-07-03-019.

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Introduction: Retail companies aim to provide their customers with improved customer support and public relations services. For this purpose, metaverse technology is one of the most preferred approaches to improving customers’ buying and post-purchase experiences. Aims: This research also examined metaverse technology acceptance among the IT products and services companies in the United Arab Emirates. Methods: The researchers employed a self-proposed study model and used the structural equation modeling approach. Results: Results revealed that relative advantage significantly affects customer

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Lubis, Denada. "PENGARUH KUALITAS PROGRAM CUSTOMER RELATIONS TERHADAP TINGKAT KEPERCAYAAN PELANGGAN." Jurnal Visi Komunikasi 18, no. 1 (2019): 19. http://dx.doi.org/10.22441/visikom.v18i1.6514.

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Kuningan City Mall is one of the property industry fields, namely a shopping mall that was established in 2012 in South Jakarta. Along with the development of the retail service industry, Kuningan City Mall is well aware of the importance of quality customer relations programs to increase customer trust which leads to satisfaction and profitability. In realizing customer trust requires a good or positive experience from a company. This experience can be realized through good communication in customer relations program activities, in this case Kuningan City Mall develops a "K-Passport" program

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Wuytens, Chris, and Sarah De Groof. "Regulating worker-customer relations to improve workers’ wellbeing." European Labour Law Journal 10, no. 2 (2019): 154–62. http://dx.doi.org/10.1177/2031952519846637.

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Recent developments in the gig economy triggered labour law. Platforms change the relationship between customers and workers causing over-subordination of workers. The over-subordination is caused by customers and the surveys they complete to evaluate the worker. The influence of customers over workers can also be seen in a more traditional setting. However, customers are not always king. It is suggested in this article that surveys can be used as an instrument to build decent labour relationships. Installing the measurement of needs measures the impact of customers on workers. By installing a

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Brice, Robert L. "Tucson's Customer Relations Program." Journal - American Water Works Association 78, no. 6 (1986): 52–55. http://dx.doi.org/10.1002/j.1551-8833.1986.tb05764.x.

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Park, Ha-Yeon, and Cheong-Kyu Park. "The Impact of COVID-19 on the Value Relevance of Customer Satisfaction." Sustainability 16, no. 18 (2024): 8090. http://dx.doi.org/10.3390/su16188090.

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This study examines the impact of COVID-19 on customer satisfaction and the value relevance of customer satisfaction. COVID-19 is an unprecedented pandemic that has changed all areas of business. Customer relations are one of the biggest paradigm shifts of this period. Companies have placed more attention on customer relations than on any other areas, and customer relations are an essential element in corporate sustainability. The value relevance directly represents the sustainability of corporations. It is very important for firms to retain their customers in the market, create a potential de

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Wiid, Johannes A. "Customer relationship management and its perceived value from the perspective of SME owners/managers." Retail and Marketing Review 19, no. 2 (2023): 108–22. https://doi.org/10.5281/zenodo.10225729.

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Recent years have seen the world economy wreaking havoc among businesses large and small. As such, small and medium-sized enterprises (SMEs) are facing multiple challenges. This study examines the effect of SME owners'/managers' awareness of customer relations and the management thereof; the perceived value of good customer relations; customer relationship management in practice; and the business systems required to foster proper customer relations on the strength of relationships between customers and SMEs. A survey questionnaire was hand-delivered to 300 SMEs operating in the Tshwane metropo

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Saniy, Afina Rusyida, and Ainur Rochmaniah. "PENGARUH STRATEGI COSTUMER RELATIONS PT BANK PANIN CABANG SIDOARJO TERHADAP LOYALITAS NASABAH TABUNGAN MIKRO PANIN." KANAL: Jurnal Ilmu Komunikasi 3, no. 2 (2016): 193. http://dx.doi.org/10.21070/kanal.v3i2.308.

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The purposes of this research to analyze and explain the influence of customer relations strategies in the PT. Panin Bank branch A. Yani Sidoarjo towards customer loyalty micro savings Panin. This research used quantitative research with survey research methods. Meanwhile, the subject of this study is micro panin savings customers as many as 100 customers were selected using purposive sampling technique. Partial test (t test) showed that strategy of customer campaign dependent as independent variables which are marketing campaign,customer campaign and service quality that is affected towards d

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Tri Hapsari, H. N. Lintang, and Tatik Yuniarti. "STRATEGI KOMUNIKASI MARKETING PUBLIC RELATIONS DALAM MEMBERIKAN PELAYANAN BAGI KONSUMEN (STUDI PADA CUSTOMER SERVICE PT RATU HOTEL BIDAKARA SERANG BANTEN." Makna: Jurnal Kajian Komunikasi, Bahasa, dan Budaya 5, no. 2 (2014): 1–11. http://dx.doi.org/10.33558/makna.v5i2.862.

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Ratu Hotel Bidakara is the newest 4 star hotel with MICE (Meeting, Incentive, Convension,& Exhibition) category in Serang city, Banten Province. As a strategy to survive in competition similar business in Serang City, Ratu Hotel Bidakara takes one step through the sinergy role of Public Relations and Marketing Public Relations in customer service.This study examines more about the role and effort of Marketing Public Relations as a customer service of Ratu Hotel Bidakara to improve service to the customers. The purpose of this study is to analyze the communication strategy and service syste

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Sembiring, Ulung. "BUILD CUSTOMER LOYALTY HU NEWSPAPER COMPASS." Dinasti International Journal of Management Science 1, no. 3 (2020): 417–29. http://dx.doi.org/10.31933/dijms.v1i3.170.

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Companies engaged in the industry of Newspapers in Jakarta faced the problems to maintain and increase customer loyalty. In strategic marketing, failure to maintain and increase customer loyalty greatly interfere with the performance of the company. This is reasonable because customer loyalty is an important component of corporate performance. If this happens then the company will have difficulties in maintaining and developing the internal resources and advantages. Companies that are not able to maintain and develop the internal resources and advantages are threatened with bankruptcy because

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Sifana Nahdalia, Heri Prabowo, and Ika Indriasari. "Strategi Pemasaran Dalam Meningkatkan Customer Relationship Pelanggan Skincare Super Beauty." Journal of Management and Social Sciences 3, no. 2 (2024): 61–71. http://dx.doi.org/10.55606/jimas.v3i2.1165.

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Marketing strategy is an activity carried out by a company to increase sales by establishing good relationships with customers. Super Beauty's lack of interaction with customers has resulted in the products being marketed not being communicated clearly to consumers. This research uses a qualitative approach by collecting data through observation, interviews and documentation. The selection of research informants used a purposive sampling technique which was determined based on certain considerations. Based on the research results, it was concluded that: 1. Implementation of customer relations

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Hafizzah, Nabila, and Dinar Soelistyowati. "The Role of Interpersonal Communication in Resolving the Impact of Miscommunication on Customer Relations Officer (CRO) Services at Daihatsu Narogong." Formosa Journal of Sustainable Research 3, no. 2 (2024): 255–72. http://dx.doi.org/10.55927/fjsr.v3i2.8059.

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This research is motivated by the important role of interpersonal communication, especially that carried out by the Customer Relations Officer (CRO) at Daihatsu Narogong, in resolving miscommunication with customer at Daihatsu Narogong. This research aims to determine the role of interpersonal communication in resolving the impact of service miscommunication with customer relations officers at Daihatsu Narogong. The research method used is ad qualitative research method with a descriptive type, data writing techniques using observation, interviews, and documentation techniques obtained from re

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Caputa, Wiesława. "Social relations and environmental influence as a determinant of customer capital." Oeconomia Copernicana 6, no. 2 (2015): 109. http://dx.doi.org/10.12775/oec.2015.015.

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The article presents the influence of feedback and recommendations provided by the customers on the customer purchase behaviour along with the benefits resulting from the use of the customer feedback potential in the process of company value creation. On the basis of survey conducted on the beer market in Poland, it was demonstrated that the customer feedback and recommendations have a significant influence on the purchase behaviour and allow the cost reduction of customer communication. In the analysis of the results the statistical methods were used, including focus analysis, ANOVA test and

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Cindy, Cindy, and Lusia Savitri Setyo Utami. "Aktivitas Komunikasi Pemasaran @Sallang.Sallang dalam Meningkatkan Hubungan dengan Pelanggan." Prologia 6, no. 2 (2022): 229–33. http://dx.doi.org/10.24912/pr.v6i2.10444.

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Now social media is used as a medium for online marketing communications. Moreover, the average Instagram user is people aged 20-40 years where that age is a productive age which is the target of marketing communication targets. This study uses a theoretical review, marketing communications, public relations, and customer relations. The research approach uses a qualitative case study method to explore a particular case in depth by collecting various sources of information. The purpose of this study was to identify and describe marketing communication activities through the @Sallang.Sallang acc

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Kita, Jaroslav, Marta Grossmanová, and Pavol Kita. "The Chosen Dimensions of Governance of Production Enterprises in the Customer-Supplier Relations." Studia commercialia Bratislavensia 4, no. 16 (2011): 552–59. http://dx.doi.org/10.2478/v10151-011-0011-2.

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The Chosen Dimensions of Governance of Production Enterprises in the Customer-Supplier Relations Good governance of customer-supplier relations is a precondition of a balanced and permanent development of production enterprises. The aim of the article is to characterize the chosen dimensions, namely the trust and engagement of the customer. It consists of two parts. The first part contains the characteristics of approaches to the issue of governance. The second part identifies a specific way of governance of customers in relation to suppliers.

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Crosby, Lawrence A., and Barbara Bund Jackson. "Winning & Keeping Industrial Customers: The Dynamics of Customer Relations." Journal of Marketing 52, no. 1 (1988): 148. http://dx.doi.org/10.2307/1251693.

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Bellingkrodt, Silvia, and Carl Marcus Wallenburg. "The role of customer relations for innovativeness and customer satisfaction." International Journal of Logistics Management 26, no. 2 (2015): 254–74. http://dx.doi.org/10.1108/ijlm-06-2012-0038.

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Purpose – The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs). Design/methodology/approach – Data were collected from 778 SPs via an online survey. Structural equation modelling was used to analyse the empirical data. Findings – Both types of SPs benefit from close customer relations in terms of innovativeness and customer satisfaction. However, ITSPs rely more on a large number of customers to be innovative than logistics service provider

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Anggraeni, Gita, Cecep Safa’atul Barkah, Pratami, and Arianis. "MARKETING PUBLIC RELATIONS STRATEGY IN INCREASING CUSTOMER LOYALTY MS. GLOW STORE BANDUNG." MANABIS: Jurnal Manajemen dan Bisnis 1, no. 4 (2022): 306–13. http://dx.doi.org/10.54259/manabis.v1i4.1361.

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The purpose of this research is to make or recommend a strategy for the MS Glow Store Bandung. The recommended strategy is the marketing public relations strategy to increase customer loyalty again, Ms. Glow Store Bandung. Customer loyalty is very important for the company because it has a big influence on the company, so a strategy to deal directly with customers is needed. This study used qualitative methods with interview techniques. The results of this study are that Ms. Glow Store Bandung can use marketing public relations strategies to increase customer loyalty. By using a pull strategy

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Wan, Jenny Yau-ni. "Structuring logical relations in workplace English telephone negotiation." International Journal of Language Studies 17, no. 1 (2023): 71–96. https://doi.org/10.5281/zenodo.7513371.

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The objective of this research is to contribute to applied linguistic theory and to provide insights into the world of workplace telephone conversation. The study examines the structure of telephone call centre dialogues. The interaction entails a wide range of customer service inquiries and problem-solving objectives, in which the Customer Service Representative (CSR) responds to inquiries while attempting to maintain a positive interpersonal interaction with the customer. We chose and evaluated a representative sample of calls having complex negotiation structure or even a communication brea

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Saudah, Saudah, Ana Mariani, and Putri Agna Amalia. "Digital Storytelling Home of Humans di Instagram." Jurnal Komunikasi Global 11, no. 1 (2022): 164–86. http://dx.doi.org/10.24815/jkg.v11i1.25044.

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Home of Humans merupakan brand lokal baru dengan fokus produksi pada home fragrance. Dalam memasarkan produk dan menjalin hubungan serta komunikasi dengan pelanggan maupun calon pelanggan, Home of Humans menerapkan strategi humas pemasaran melalui Instagram dalam upaya meningkatkan customer engagement. Tujuan penelitian ini untuk mengetahui dan menjelaskan digital storytelling Home of Humans di Instagram untuk meningkatkan customer engagement ditinjau dari teori four steps public relations. Penelitian ini adalah penelitian kualitatif dengan pendekatan deskriptif. Metode pengumpulan data berupa

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Amos Ojo Adedeji, Ph.D. "Effectiveness of Good Customer Service Satisfaction in the 21st Century Business Relations." International Journal of Business and Quality Research 3, no. 01 (2025): 1–16. https://doi.org/10.63922/ijbqr.v3i01.989.

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Customer is a boss, regardless of whether his work is a menial job or is in charge of the largest company in the world. In recent years, marketing has become the bedrock of business, equally customer satisfaction has grown in importance in any commercial organisation. The study interrogate the effectiveness of good customer service satisfaction in the modern day business dealings. It is qualitative in nature relying mainly on secondary source of data collection and analysis. The work found customer loyalty, positive relationship cum increased profit, higher inventory turnover of the organisati

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Sanjaya, Marta, and Winki Octavianty. "Strategi Komunikasi Organisasi PT Tigamata Indonesia dalam Menjalin Hubungan dengan Pelanggan Periode Maret-Juni 2013." Humaniora 5, no. 2 (2014): 1161. http://dx.doi.org/10.21512/humaniora.v5i2.3258.

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PT. Tigamata Indonesia is a company engaged in the service of graphic design or creative industries. PT Tigamata Indonesia is not a new company, because before using the name of PT Tigamata Indonesia, this company has become a business entity that already has quite a lot of customer. Thus, PT. Indonesian Tigamata need public relations to manage communications with customers. The purpose of this study was to determine the public relations strategy of PT. Tigamata Indonesia in the communication between the company and the customer. The method used is qualitative-descriptive. Data were analyzed b

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Bi, Frank, and Joseph A. Konstan. "Customer Service 2.0: Where Social Computing Meets Customer Relations." Computer 45, no. 11 (2012): 93–95. http://dx.doi.org/10.1109/mc.2012.370.

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Hia, Era Era, Muhammad Khaidir Fahram, and Siti Nurhasanah. "Penerapan Customer Relationship Management (CRM) Berbasis Website Terhadap Penilaian Pelanggan." Journal CERITA 8, no. 1 (2022): 60–66. http://dx.doi.org/10.33050/cerita.v8i1.2136.

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reduce customer turnover or departure to other competitors. CRM system at PT. Wingoh Albinda still uses semi-computerization, namely Microsoft excel in managing its data, causing several problems in terms of late service, the response to customers is not optimal. This study presents an analysis of web-based CRM development on a marketing information system at PT. Wingoh Albinda. The result is a web-based CRM system that can manage customer data, product promotions, product sales data and customer service management which is used to store customer inquiries, complaints and ratings to create goo

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Clarissa, Angela, Marcha Chryztantya, and Vegys Virgynitha Gultom. "ANALISA PELAKSANAAN KEGIATAN CUSTOMER GATHERING PT. FOODY DIREKTORI INDONESIA." JIKE : Jurnal Ilmu Komunikasi Efek 3, no. 1 (2019): 62–74. http://dx.doi.org/10.32534/jike.v3i1.634.

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One important part of an organization is external publics such as customers. Holding some events/activities by organization to their publics is often a necessary things to do. PT Foody Direktori Indonesia is a restaurant directory service company in Indonesia that holds customer gathering activities. This research focused on the implementation of customer gathering acitivites conducted by PT Foody Direktori Indonesia. The objective of this research is to see how the implementation of customer gathering and also to see the obstacles and efforts in the implementation of gathering. To analyze the

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Radygina, Evgeniya G. "Marketing relations in online advertising." Economic Consultant 36, no. 4 (2021): 33–41. http://dx.doi.org/10.46224/ecoc.2021.4.4.

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Introduction. The relevance of the research is due to the fact that the model of communication between customers and suppliers within the online space has long influenced all marketing stages in the introduction of goods and services, starting with customer awareness, attitudes towards customers, soliciting potential customers to testing new products, sales, and customer retention. The purpose of the research is to identify features of the Internet as a space of marketing relationships and formulate the principles of interaction with users. Materials and methods. The reviewed sources included

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Bauer, Hans H., Mark Grether, and Mark Leach. "Customer Relations Through the Internet." Journal of Relationship Marketing 1, no. 2 (2002): 39–55. http://dx.doi.org/10.1300/j366v01n02_03.

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Choudhary, M. A., and J. M. Orszag. "Costly customer relations and pricing." Oxford Economic Papers 59, no. 4 (2007): 641–61. http://dx.doi.org/10.1093/oep/gpm003.

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Grow, Kristine. "Constructing CRM [Customer Relations Management]." EDPACS 29, no. 10 (2002): 15–16. http://dx.doi.org/10.1201/1079/43279.29.10.20020228/35124.2.

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Heery, Edmund. "Industrial relations and the customer." Industrial Relations Journal 24, no. 4 (1993): 284–95. http://dx.doi.org/10.1111/j.1468-2338.1993.tb00681.x.

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Sinclair, Diane, Laurie Hunter, and Phil Beaumont. "Models of Customer-Supplier Relations." Journal of General Management 22, no. 2 (1996): 56–75. http://dx.doi.org/10.1177/030630709602200204.

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Eka Damayanti, Septy Nurmala Alvianti, Jamilatul Qomariyah, and Iriani Ismail. "The Influence of Employee Relations Quality on Customer Service Satisfaction at Kurnia Emas Store." International Journal of Economics and Management Research 4, no. 2 (2025): 696–703. https://doi.org/10.55606/ijemr.v4i2.451.

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This study investigates the influence of employee relationship quality on customer service satisfaction at the Toko Kurnia Emas. The central issue addressed is the extent to which positive interpersonal relationships among employees enhance the quality of service experienced by customers. Accordingly, the research focuses on assessing the degree of impact that employee relationship quality exerts on customer satisfaction. Employing a quantitative approach with a descriptive correlational design, the study involved 15 employees and 15 customers selected through total and purposive sampling tech

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Neupane, Ramesh. "ANALYSIS OF THE IMPACT OF PUBLIC RELATIONS STRATEGIES ON CUSTOMER-BASED BRAND EQUITY: A STUDY OF NIKE CUSTOMERS IN THE UK." International Journal of Research -GRANTHAALAYAH 10, no. 4 (2022): 125–60. http://dx.doi.org/10.29121/granthaalayah.v10.i4.2022.4562.

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This research aims to evaluate the impacts of Nike’s public relations strategies on customer-based brand equity by analysing the perceptions of Nike customers in the UK. It has also evaluated the effectiveness of Nike’s PR strategies and its customer-based brand equity based on customers' perceptions through rating on a five-point Likert scale. This study has used the proposition of positivism philosophy and deductive reasoning. This means seven hypotheses were developed based on literature and theories associated with public relations and customer-based brand equity. Primary data from the cus

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Afif Nur Rahmadi, Sudarmiatin Sudarmiatin, Budi Eko Soectjipto, Yudiarto Perdana Putra, and Rana Saifullah Hassan. "Customer Relations Management Strategy (CRM) in Handling Customer Service Complaints To Increase Customer Satisfaction." International Journal of Management Science 2, no. 2 (2024): 92–104. http://dx.doi.org/10.59535/ijms.v2i2.304.

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This research evaluates the implementation of Customer Relationship Management (CRM) strategies at PT Nasmoco Kaligawe Semarang, focusing on handling customer service complaints to enhance satisfaction. Using a descriptive qualitative approach and SWOT analysis, the study gathered primary data through interviews and field observations, alongside secondary data from literature and documentation. The findings indicate that PT Nasmoco's CRM strategies possess notable strengths, such as a strong Toyota brand image and effective promotional activities. However, weaknesses include prolonged service

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Thao, Nguyen Phuong, and Nguyen Minh Tuan. "Assessing the Role of Customer-Based Brand Value as a Mediator in the Relationship between Online Public Relations and Customer Behavior." International Journal of Social Science and Economic Research 09, no. 11 (2024): 5340–62. https://doi.org/10.46609/ijsser.2024.v09i11.025.

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This study investigates the impact of online public relations on customer behavior in Vietnamese joint-stock commercial banks (JSCBs), focusing on the mediating role of customer-based brand equity (CBBE). Using four CBBE dimensions—brand awareness, brand love, perceived quality, and brand association—it assesses how online PR influences customer perceptions and behaviors. The research, conducted through surveys with customers from five major JSCBs, shows a strong positive correlation between effective online PR and customer behavior. Findings reveal that strategic online public relations enhan

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Sam, Sebastian Weah II, Mashud Mahin, and Alam Rakib Nur. "Mastering Cross-Cultural Communication: The Key to Successful Business with Foreign Customers in China." Global Journal of Economic and Finance Research 02, no. 05 (2025): 236–47. https://doi.org/10.5281/zenodo.15364486.

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<strong>ABSTRACT:</strong> This paper explores the challenges of communicating with foreign customers in China, focusing on factors such as culture, language, technology, customer choice, communication approach, translation, manners, behaviour, time, and frequency. Understanding cultural differences and norms is crucial for establishing business relationships. English is the primary medium of communication in international business environments, but Mandarin Chinese is appreciated and respected. Decentralized bilingual communication allows for localization and avoids misunderstandings. Relatio

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Siregar, Khoirun Nisa, and Selamat Riadi. "Strategi Hubungan Masyarakat dalam Menangani Keluhan Pelanggan di PT. Pelabuhan Indonesia Persero Cabang Tanjung Balai Asahan." Journal of Education, Humaniora and Social Sciences (JEHSS) 7, no. 4 (2025): 1301–8. https://doi.org/10.34007/jehss.v7i4.2616.

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This study discusses public relations strategies in handling customer complaints at PT. Port Indonesia (Pelindo) Persero Tanjung Balai Asahan Branch. The focus of this research is how communication strategies are applied in handling complaints to improve customer satisfaction and maintain the company's image. This study uses a qualitative method with a descriptive approach, where data is collected through interviews, observations, and document analysis. The results of the study show that responsive communication strategies, service digitization, and interpersonal communication play an importan

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Aliffian Dewantara Wibowo, Rini Ganefwati, and Julyanto Ekantoro. "Penerapan Customer Relations Melalui Akun @Smvapeindonesiagroup Pada Sm Vape Store Indonesia Dalam Mempertahankan Loyalitas Pelanggan." Jurnal Administrasi Publuk dan Ilmu Komunikasi 11, no. 2 (2024): 174–80. https://doi.org/10.55499/intelektual.v11i02.1217.

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Vapor technology emerged and invaded the conventional smoking lifestyle, especially among young people. The high level of competition in the retail vape sales business triggers business actors to make various innovations in order to maintain their business. This study examines the application of customer relations strategies through the @smvapeindonesiagroup account at SM Vape Store Indonesia to maintain customer loyalty. The purpose of this study is to determine the costumer relations strategy through the @smvapeindonesiagroup account at SM Vape Store Indonesia to maintain customer loyalty. T

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