Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, 1st Edition

  • Published By:
  • ISBN-10: 1466636327
  • ISBN-13: 9781466636323
  • DDC: 658.8
  • Grade Level Range: College Freshman - College Senior
  • 427 Pages | eBook
  • Original Copyright 2013 | Published/Released October 2013
  • This publication's content originally published in print form: 2013

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Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities.Managing Customer Trust, Satisfaction, and Loyalty through Information Communication 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, and professionals, as well as academics and students interested in this constantly changing field.

Table of Contents

Front Cover.
Title Page.
Copyright Page.
Editorial Advisory Board.
List of Reviewers.
Table of Contents.
Detailed Table of Contents.
1: Trust and Long-Term Satisfaction Within Asymmetric Business Relationships: A Study of Kuwaiti Telecommunications Sector.
2: Customer Relationship and Satisfaction: The Jumeirah Beach Hotel Case Study.
3: The Role of Environmental Innovation Strategy in Reinforcing the Impact of Green Managerial Practices on Competitive Advantages of Fertilizer Companies in Egypt.
4: A Framework for E-Service Implementation in the Developing Countries.
5: Handling Customer Complaints in the Hospitality Industry.
6: Customer Relationship Management in Professional Service Organizations: An Application to the Building Industry.
7: An Examination of Mediation: Insights into the Role of Psychological Mediators in the Use of Persuasion Knowledge.
8: Do Attitudes Toward Careers in Sales Differ Based on Country of Origin? A Comparative Analysis of MBA Student Attitudes: The US and the UK.
9: A Success Framework to Investigate Critical Factors Associated with Implementation of Customer Relationship Management: A Fuzzy ANP Approach.
10: Service Quality and WOM (Word-of-Mouth): A Study of the Indian Banking Sector.
11: Role of European Automotive Supplier Integration in New Product Development.
12: Citizen Lifetime Value in E-Government.
13: Effectiveness of Customer Relationship Management Program in Insurance Companies: An Indian Exploration.
14: A Cross-Cultural Study of Relationship Proneness and Its Implications for Relationship Marketing.
15: Mining Customers Behavior Based on RFM Model to Improve the Customer Satisfaction.
16: Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market.
17: Exploring Determinants Influencing the Intention to Use Mobile Payment Service.
18: The Mediating Role of Job Embeddedness between Internal Marketing and Turnover Intention.
19: Egyptian Electronic Government: The Citizen Relationship Management (CRM) Case Study.
20: The Effect of Information and Communication Technology on Customer Relationship Management: Jordan Public Shareholding Companies.
Compilation of References.
About the Contributors.