Table of contents
Frequency of CRM implementation activities: a customer‐centric view
Molan Kim, Jeong Eun Park, Alan J. Dubinsky, Seoil ChaiyCustomer relationship management (CRM) is considered a means to create competitive advantage for a company, as well as influence organizational performance. Much research has…
The dynamics of satisfaction and loyalty after relational transgressions
Christopher P. BlockerThis study aims to investigate how customer satisfaction and loyalty evolve during the initial years of a business services relationship. In addition to assessing the potential…
Gender and age as moderators in the service evaluation process
Piyush Sharma, Ivy S.N. Chen, Sherriff T.K. LukPrior research exploring the relationships among sacrifice, service quality, value, satisfaction, and behavioral intentions in service evaluation models did not consider customer…
The role of cause and affect in service failure
L. Jean Harrison‐WalkerThe primary purpose of this paper is to explore the role of emotions that consumers experience as a result of assigning causal attributions to service failures. The secondary…
The effect of instant messaging services on society's mental health
Mark S. Rosenbaum, IpKin Anthony WongThis paper aims to show how instant messaging (IM) service providers are helping and hindering societal mental health among young adults. That is, IM services provide users with…
How customer voice contributes to stronger service provider relationships
Russell LaceyThe author aims to examine how customer voice contributes to service provider relationships as a relationship driver by assessing its linkages to distinct relationship outcomes.
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum