...Yi‐Ming Tai Purpose This paper seeks to investigate the value enterprise customers perceive in information sharing services and the consequences of that perceived value for relationship intention. Design/methodology/approach An impact model was developed to assess the associations between...

...Pekka Kess; Kris M.Y. Law; Rapee Kanchana; Kongkiti Phusavat Purpose The purpose of this paper is to identify critical factors for effective business value chains in the electrical and electronic industries. This knowledge can benefit private firms as well as their supplier management and customer...

... and marketing field are electronic customer relationship management (CRM) and the practical use of marketing data and information technology. The goal of this article is not to provide an all‐inclusive tutorial on CRM but rather to provide fundamental concepts behind CRM and some aspects of the system...

... is concerned with the entire customer‐product relationship over its whole life cycle – from pre‐purchase prejudice to disposal and how this relationship is itself at the heart of the way in which brand values, and brand loyalty, are created. In so doing looks at the most effective ways to manage the product...

...Dick Pickles How one company has developed its use of customers' names and addresses is discussed. Thorn‐EMI would claim to have installed the first extensive EPOS system, but this was aimed almost exclusively at recording and allocating customer cash payments. Significant savings accrued from...

...Crumpton Farrell; Jae H. Song Strategic uses of information technology focus on the improvement of customer/client services to increase the value of products, which in turn provides market power, enhancing profits. An external focus on customer/client services leads typically to higher revenues via...

...Norman Chismon Field operations at Wang UK Limited have been revolutionised by a system which ensures that emergency requests for service and routine maintenance are effectively carried out by engineers. Customer service is recognised as an essential part of the computer industry's success. Shorter...