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Managing customer trust, satisfaction, and loyalty through information communication technologies

"This book highlights technology's involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage"--Provided by publisher.

Bibliographic Details
Corporate Author: IGI Global.
Other Authors: Eid, Riyad.
Format: Electronic
Language:English
Published: Hershey, Pa. : IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA), c2013.
Subjects:
Customer relations > Management > Data processing.
Customer relations > Management > Computer programs.
B2B marketing
CRM and customer trust
Customer behavior
Customer relationship management
Database marketing
Web CRM
Online Access:View fulltext via EzAccess
Table of Contents:
  • Trust and long-term satisfaction within asymmetric business relationships: a study of Kuwaiti telecommunications sector / Khurram Sharif
  • Customer relationship and satisfaction: the Jumeirah Beach Hotel case study / Abdel Moneim M. B. Ahmed
  • The role of environmental innovation strategy in reinforcing the impact of green managerial practices on competitive advantages of fertilizer companies in Egypt / Mostafa Mohamed Ahmed Al-kerdawy
  • A framework for e-service implementation in the developing countries / H. S. Hassan, E. Shehab, J. Peppard
  • Handling customer complaints in the hospitality industry / Rosalynn Dinnen, Ahmed Hassanien
  • Customer relationship management in professional service organizations: an application to the building industry / Hamed M. Shamma, Robert F. Dyer, Marilyn L. Liebrenz-Himes
  • An examination of mediation: insights into the role of psychological mediators in the use of persuasion knowledge / Kenneth M. Henrie, Darryl W. Miller
  • Do attitudes toward careers in sales differ based on country of origin?: a comparative analysis of MBA student attitudes: / Charlie Pettijohn, Linda Pettijohn
  • A success framework to investigate critical factors associated with implementation of customer relationship management: a fuzzy ANP approach / Abbas Keramati, Mohamad Sadegh Sangari
  • Service quality and WOM (word-of-mouth): a study of the Indian banking sector / Koushiki Choudhury
  • Role of european automotive supplier integration in new product development / Chanan S. Syan, Anthony S. White
  • Citizen lifetime value in e-government / B. Nikkhahan, M. J. Tarokh
  • Effectiveness of customer relationship management program in insurance companies: an Indian exploration / Vikas Gautam
  • A cross-cultural study of relationship proneness and its implications for relationship marketing / Yujie Wei, Faye S. McIntyre, Salil Taplade
  • Mining customers behavior based on RFM model to improve the customer satisfaction / Fatemeh Bagheri, Mohammad J. Tarokh
  • Investigating switching cost roles in determining loyalty in the mobile telecommunications market / Abdul Qayyum, Do Ba Khang
  • Exploring determinants influencing the intention to use mobile payment service / Amira F. A. Mahran, Hala M. Labib Enaba
  • The mediating role of job embeddedness between internal marketing and turnover intention / Mona Mohamed Sayed Ibrahim
  • Egyptian electronic government: the citizen relationship management (CRM) case study / H. S. Hassan, A. A. M. Abdelkader
  • The effect of information and communication technology on customer relationship management: Jordan public shareholding companies / Maha M. Al-Khaffaf, Hadeel J. Abdellatif.

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