Search results for " relationship management"
showing 10 items of 85 documents
HIGHER EDUCATION MARKETING ABROAD AND IN LATVIA
2012
The changes in higher education funding system has fostered the universities to introduce the tuition fees for studies and the revenue from tuition fees have become one of the main funding sources for higher education organizations. Consequently, the universities have become more active of using in the business world applied marketing techniques and strategies to attract more students. In this article the author examines marketing techniques and strategies used so far by higher education organizations and which are successfully adapted to the higher education industry, as well as author makes suggestions for future research. DOI: http://dx.doi.org/10.5755/j01.em.17.4.3021
Business legacy planning for mega events: The case of the 2022 World Cup in Qatar
2016
Abstract This study aimed to explore the processes of business networking which lays the foundation for business legacy outcomes initiated by the award of a mega event in a region. Building on the work of Spilling ( 1996 ) on mega event business impacts, we interviewed 24 stakeholders in Qatar from sport organizations about business planning and impacts of the 2022 World Cup in Qatar. Qualitative data analysis revealed a process that involved a relationship between certain factors. For example, country context factors included political, religious and cultural elements. These country context factors can create business drivers and barriers that lead to sustainable business networking event …
Relational benefits and loyalty in retailing: an inter‐sector comparison
2009
PurposeThe purpose of this paper is to empirically a model that reflects the different types of relational benefits perceived by customers, as well as the benefits obtained by the organization in terms of customer loyalty.Design/methodology/approachIn order to achieve the aim of this paper, a quantitative analysis through a personal survey to consumers for four types of retailing activities is performed. Data are analyzed through factor analysis and a structural equation model is estimated.FindingsConfidence benefits and special treatment benefits have major influence on customer loyalty towards the retailer. These results are consistent across retail activities.Research limitations/implica…
Intelligent purchasing : How artificial intelligence can redefine the purchasing function
2021
Abstract Artificial intelligence (AI) can affect all of a company’s functions, not least the purchasing department. In addition to automating and optimizing existing processes, AI opens up new opportunities for purchasers to undertake new, strategic, collaborative, enduring missions. AI enables complex, strategic decision-making in an unpredictable, hostile environment. This article analyzes to what extent AI can improve the performance of the purchasing department. First, a review is undertaken of how AI is used in purchasing. Thereafter, the research follows an exploratory, inductive, and qualitative approach based on a multiple case study of the following technologies: (1) the Synertrade…
The role of the brand in driving online loyalty for multichannel retailers
2015
Multichannel retailers offer shoppers the possibility to cross channels to complete their shopping process. Multichannel retailers, unlike pure online sellers, offer shoppers multiple contact points to experience the brand. Also, multichannel retailers can leverage the trust and attachment to their brands that has been built with their offline presence to drive customers to buy online. Our paper explores the role of the customer relationship with the brand, with variables such as brand trust, brand attachment and length of brand relationship, as drivers of loyal behaviours towards the online channel. We compare the impact of these variables with those of the technology acceptance model. Mul…
The determinants of social CRM entrepreneurship : An institutional perspective
2021
Abstract Despite a growing interest in social media adoption by corporations, there is minimal knowledge about the drivers of social customer relationship management (SCRM). This study examines the determinants of SCRM entrepreneurship from an institutional perspective and specifically from the banking sector. Data on 19 banks were obtained from 183 responses to a questionnaire. These data were analyzed using Partial Least Square (PLS) path modeling. The findings show that organizational and technological contexts have a significant positive impact on SCRM entrepreneurship. The results also reveal a significant impact of institutional normative and coercive pressures on SCRM entrepreneurshi…
Continuous mobile banking usage and relationship commitment – A multi-country assessment
2015
Although conducting banking transactions via mobile phones, smart phones and tablets has become popular in many countries, major gaps exist in our understanding of those who use this technology, particularly how experienced users perceive mobile banking. Drawing from the literature on mobile banking adoption, continuous usage behavior and post-adoption of technology behavior, the authors shed light on the nature of experienced mobile banking users’ relationship commitment (RC) with their bank and personal finances. The study reveals changes in commitment and shows that mobile banking offers substantial added value to users. Overall, this research will help managers better understand the imp…
Mobile banking and consumer behaviour: New insights into the diffusion pattern
2004
Technological advancement has challenged the providers of financial services; the very nature of selling and buying financial services has changed. Mobile devices are among the newest channels to conduct banking electronically. This paper focuses on studying diffusion and adopters of mobile banking services. Previous research has identified the typical characteristics of a potential adopter in the electronic services era; this paper explores some contradictory empirical findings drawn from a mobile banking survey. The results provide an indication of the characteristics of potential subsequent adopters of mobile banking, and of differences between user segments. Consequently, the authors ar…
Managers’ Perceptions of Delivered Value in the Hospitality Industry
2015
Although management literature has deeply reported the importance of assessing customers’ value perceptions, little attention has been paid to managers’ value perceptions (delivered value). This article presents a conceptual model of relationships between delivered value and customer orientation, service culture, and managers’ perception of customer satisfaction, tested with mulitblock PLS among 200 hospitality managers. Additionally, we present an index on a multidimensional scale of delivered value built with multitable analysis. Results support the proposed conceptual model and show increasing intensities of both the links in the model and the index by different hotel categories. The res…
Experience management as an innovative approach in emerging Mediterranean destinations
2019
Abstract Recent experience-centric management theory stresses the quality of the interaction between the consumer and the company as the key contributor to the creation of value. The theory follows that understanding tourists' quality of service experience (QSE) is crucial if tourism managers are to effectively support the value cocreation experience. This study examines the impact of QSE on destination image, as well as the impact of these variables on positive word-of-mouth and revisit intentions. The hypotheses are tested with data from a convenience sample of 1362 tourists who were surveyed in seven emerging Mediterranean destinations. Notably, the variable QSE is considered to be a for…