Table of contents
Branding effectiveness measurement in non-profit environment
Ebha Garg, Sanjeev Swami, Sunita Kumari MalhotraLiterature suggests that branding effectiveness measures are present in for-profit sectors but lacks such comprehensive measures for the non-profit sector. Moreover, most of the…
The social media adoption of public sector in the Kingdom of Bahrain
Sutan Emir Hidayat, Ahmad Rafiki, Maryam Humood Al KhalifaThe purpose of this paper is to identify the contemporary implementation of social media within the public sector in the Kingdom of Bahrain by reviewing each of the ministry’s…
Customer perception of CRM implementation in banking context: Scale development and validation
Neeraj Kumar Dubey, Purnima SangleThe purpose of this paper is to develop and validate a scale for measuring a customer’s perception of customer relationship management (CRM) initiatives of a bank. Based upon…
Understanding service quality: insights from the literature
Gyan PrakashThe purpose of this paper is to review the service quality (SQ) literature in order to understand issues involved in its conceptualization and operationalization.
Impact of service quality on satisfaction and loyalty at manufacturer-distributor dyad: Insights from Indian SMEs
Surjit Kumar Gandhi, Anish Sachdeva, Ajay GuptaThe purpose of this paper is to investigate the role played by service quality (SQ) in manufacturer–distributor working partnerships in the context of Indian small and medium…
Moderating role of gender amongst various constructs of CRM: An empirical study of Indian hotels
Mohita Maggon, Harish ChaudhryThe purpose of this paper is to examine the interrelationships among the extracted constructs of customer satisfaction (CS), knowledge about customer relationship management (CRM…
ISSN:
0972-7981Online date, start – end:
2003Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Prof Ravi Shankar
- Prof Surendra Yadav