...). © Emerald Group Publishing Limited 2012 Customer satisfaction Customer loyalty Trust Service quality Complaint handling Partial least squares Structural equation modelling Malaysia The concept of customer satisfaction has received much research attention in recent years...

.... It provides a simple process to relook ROI in loyalty programs. © Emerald Group Publishing Limited 2011 Customer loyalty Marketing Marketing strategy Each year over $2 billion is spent in the pursuit of customer loyalty and firms spend ten times the required amount to get the same result...

... Customer loyalty Online shopping, also known as internet shopping, electronic shopping, online purchasing or internet buying, can be defined as the process of purchasing goods and services over the internet (Mastercard Worldwide Insights, 2008). Kim (2004) defined online shopping as examining...

... before hiring a CCO. Customer loyalty Customer orientation Customer satisfaction Competitive advantage The Chief Customer Officer is rapidly becoming a powerful force in leveraging unified customer strategies to drive profitable customer behavior and create customer‐centric company...

... Customer loyalty Customer retention Corporate culture The world isn't flat and sales revenue shouldn't be either. But reality is staring you in the face, and everything signals flattening sales. You're convinced that the sales department is working just as hard as last year, and there have been...