... organizations have shown a willingness to adopt service innovations, such as customer relationship management (CRM) technology solutions, reaping the promised economic benefits (Cheng and Krumwiede, 2012 ; Zhou et al., 2005) of successful implementation – the process of executing the service...

...Hyunju Shin; Alexander E. Ellinger Purpose – Although service guarantees are generally believed to give firms a competitive edge, much remains to be learned about the value of, and return on, this customer relationship management strategy. This study aims to examine the influence of implicit...

... the subject of any empirical study as of today. © Emerald Group Publishing Limited 2012 Relationship marketing Customer relationship management Relationship dissolution Unprofitable customer abandonment Field research Experimental design Customer survey An executive summary for managers...

... their services categories leading to sub‐optimal resource utilisation. © Emerald Group Publishing Limited 2012 Information asymmetry Relationship marketing Relational bonds Relationship quality Future intentions Banking Customer relationship management An executive summary for managers...

.... Customer voice is positively and directly related to increased purchase intentions. Customer voice Loyalty programs Relationship marketing Customers Customer retention Customer relationship management Customer loyalty An executive summary for managers and executive readers can be found...

... Customer loyalty Customer value Customer relationship management An executive summary for managers and executive readers can be found at the end of this article. We organize discussion of our hypotheses around the conceptual model for this study (Figure 1). The model indicates both within...

... , Wiley , New York, NY . Vaughn , G. and Hogg , M. (2002), Introduction to Social Psychology , Prentice Hall , Sydney . Verhoef , P. (2003), “ Understanding the effect of customer relationship management efforts on customer retention and customer share development...

.... © Emerald Group Publishing Limited 2011 Relational benefits Relational costs Segmentation Relationship marketing Banking Customer relationship management An executive summary for managers and executive readers can be found at the end of this article. Developing...