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Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies

Book Description

Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. highlights technology’s involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, professionals as well as academics and students interested in this constant changing field. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Editorial Advisory Board and List of Reviewers
    1. Editorial Advisory Board
    2. List of Reviewers
  5. Preface
  6. Chapter 1: Trust and Long-Term Satisfaction within Asymmetric Business Relationships
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. RESEARCH MODEL AND HYPOTHESES
    5. RESEARCH METHODOLOGY
    6. RESULTS AND ANALYSIS
    7. DISCUSSION
    8. MANAGERIAL IMPLICATIONS AND RESEARCH LIMITATIONS
    9. APPENDIX
  7. Chapter 2: Customer Relationship and Satisfaction
    1. ABSTRACT
    2. INTRODUCTION
    3. CONCLUSION
  8. Chapter 3: The Role of Environmental Innovation Strategy in Reinforcing the Impact of Green Managerial Practices on Competitive Advantages of Fertilizer Companies in Egypt
    1. ABSTRACT
    2. INTRODUCTION
    3. CONCLUSION AND IMPLICATIONS
  9. Chapter 4: A Framework for E-Service Implementation in the Developing Countries
    1. ABSTRACT
    2. INTRODUCTION
    3. REVIEW OF RELEVANT EFFORTS
    4. METHODOLOGY
    5. PROPOSED FRAMEWORK
    6. RECOMMENDATIONS FOR E-SERVICE TRANSFORMATION
    7. CONCLUSION
  10. Chapter 5: Handling Customer Complaints in the Hospitality Industry
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. METHODOLOGY
    5. RESEARCH FINDINGS
    6. CONCLUSION
  11. Chapter 6: Customer Relationship Management in Professional Service Organizations
    1. ABSTRACT
    2. CRM OVERVIEW
    3. EVOLUTION OF CRM ACROSS INDUSTRIES
    4. BENEFITS OF CRM
    5. IMPORTANCE OF CRM APPLICATIONS IN PSOS
    6. METHODOLOGY
    7. PROPOSITIONS
    8. FRAMEWORK
    9. STUDY LIMITATIONS AND FUTURE RESEARCH
    10. CONCLUSION
  12. Chapter 7: An Examination of Mediation
    1. ABSTRACT
    2. INTRODUCTION
    3. PERSUASION KNOWLEDGE
    4. PURPOSE
    5. RESULTS
    6. MANIPULATION CHECKS
    7. RESULTS
    8. TEST OF HYPOTHESIS TWO
    9. MANAGERIAL IMPLICATIONS
    10. DIRECTIONS FOR FUTURE RESEARCH
  13. Chapter 8: Do Attitudes Toward Careers in Sales Differ Based on Country of Origin?
    1. ABSTRACT
    2. INTRODUCTION
    3. RELATED RESEARCH
    4. HYPOTHESIS
    5. METHODOLOGY
    6. RESULTS
    7. IMPLICATIONS
    8. LIMITATIONS AND SUGGESTIONS FOR FUTURE RESEARCH
  14. Chapter 9: A Success Framework to Investigate Critical Factors Associated with Implementation of Customer Relationship Management
    1. ABSTRACT
    2. INTRODUCTION
    3. DISCUSSION
    4. MANAGERIAL IMPLICATIONS
    5. CONCLUSION
  15. Chapter 10: Service Quality and WOM (Word-of-Mouth)
    1. ABSTRACT
    2. INTRODUCTION
    3. METHODOLOGY
    4. DESIGN AND DEVELOPMENT OF QUESTIONNAIRE
    5. FACTOR ANALYSIS OF THE SERVQUAL SCORES
    6. RESULTS AND FINDINGS
    7. THE PERFORMANCE OF THE BANKS WITH REGARD TO SERVICE QUALITY
    8. APPENDIX
  16. Chapter 11: Role of European Automotive Supplier Integration in New Product Development
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. HYPOTHESES ON SUPPLIER INVOLVEMENT IN NEW PRODUCT DEVELOPMENT
    5. RESULTS
    6. THE PERCEIVED IMPACT OF SUPPLIER INVOLVEMENT
    7. ANALYSIS OF SUPPLIER INVOLVEMENT IN NPD
    8. HYPOTHESIS TESTING
    9. CONCLUSION
  17. Chapter 12: Citizen Lifetime Value in E-Government
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. CUSTOMER LIFETIME VALUE
    4. 3. FUNDAMENTALS OF CLV MODELING
    5. 4. IMPROVED CLV MODEL
    6. 5. E-GOVERNMENT
    7. 6. CITIZEN LIFETIME VALUE
    8. 7. CALCULATING CITIZEN LIFETIME VALUE
    9. 8. CASE STUDY
    10. 9. LIMITATIONS AND FURTHER RESEARCHES
    11. 10. CONCLUDING REMARKS
  18. Chapter 13: Effectiveness of Customer Relationship Management Program in Insurance Companies
    1. ABSTRACT
    2. INTRODUCTION
    3. PLAN OF REST SECTIONS OF THE STUDY
    4. LITERATURE REVIEW
    5. NEED FOR MEASURING EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT
    6. FACTORS FOR MEASURING EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT
    7. OBJECTIVES OF THE STUDY
    8. SCOPE OF THE STUDY
    9. HYPOTHESES OF THE STUDY
    10. DATA PRESENTATION
    11. FINDINGS AND DISCUSSION
    12. HYPOTHESES TESTING
    13. SCOPE FOR FURTHER RESEARCH
  19. Chapter 14: A Cross-Cultural Study of Relationship Proneness and Its Implications for Relationship Marketing
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. THEORETICAL FRAMEWORK AND HYPOTHESES
    5. DISCUSSION
    6. IMPLICATIONS, LIMITATIONS AND CONCLUSIONS
  20. Chapter 15: Mining Customers Behavior Based on RFM Model to Improve the Customer Satisfaction
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. RELATED WORKS
    4. 3. METHODOLOGY
    5. 4. CONCLUSION
  21. Chapter 16: Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market
    1. ABSTRACT
    2. INTRODUCTION
    3. CONCEPTUAL MODEL AND HYPOTHESES DEVELOPMENT
    4. THE ANTECEDENTS OF CUSTOMER LOYALTY
    5. MEASURES VALIDATION
    6. ANALYSIS AND FINDINGS
    7. DISCUSSION AND IMPLICATIONS
    8. LIMITATIONS
  22. Chapter 17: Exploring Determinants Influencing the Intention to Use Mobile Payment Service
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. RESEARCH METHOD
    5. RESULTS
    6. HYPOTHESES TESTING
    7. DISCUSSION
    8. CONCLUSION
    9. MANAGERIAL IMPLICATIONS, LIMITATION AND FUTURE RESEARCHES
    10. APPENDIX
  23. Chapter 18: The Mediating Role of Job Embeddedness between Internal Marketing and Turnover Intention
    1. ABSTRACT
    2. INTRODUCTION
    3. THEORETICAL FRAMEWORK AND HYPOTHESES
    4. LIMITATIONS AND DIRECTIONS FOR FUTURE RESEARCH
    5. PRACTICAL IMPLICATIONS AND CONCLUSION
  24. Chapter 19: Egyptian Electronic Government
    1. ABSTRACT
    2. INTRODUCTION
    3. E-GOVERNMENT PROGRAM IN EGYPT
    4. METHODOLOGY
    5. PROCESSING AND ANALYSING DATA
    6. THE PROBLEM
    7. KEY BENEFITS
    8. THE PROJECT IMPLEMENTATION
    9. DISCUSSION
    10. CONCLUSION
  25. Chapter 20: The Effect of Information and Communication Technology on Customer Relationship Management
    1. ABSTRACT
    2. INTRODUCTION
    3. CRM AND ICT
    4. POPULATION AND SAMPLE SELECTION
    5. CONCLUSION
  26. Compilation of References
  27. About the Contributors