... to the original publication and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode Sustainability Customer relations Computer systems and software Corporate social responsibility Sustainable development Enterprises worldwide are being...

..., by changing the channels of access to the organization directly (such as the availability of customer care programs and permanent customer relations) or indirectly (as in the case of employee training in quality customer service). On the other side of the relationship, the third group analyzed how...

... previous studies have attempted to develop new RFM models either by considering additional variables or by excluding some of the variables according to the nature of the product or service. Chang and Tsay (2004) established LRFM model by incorporating a new feature, customer relation length (L...

... Customer relations Customer lifetime value Fuzzy AHP Fuzzy c-means Fuzzy logics A satisfactory relationship between companies and customers is of worth importance for commercial companies to succeed in their marketing competitions. Customer relationship management (CRM) is known as a process...

... to their shopping trolleys and mobile phones. At the same time, the stores new integrated communication technologies enable retailers to cut costs, create efficiencies, streamline operations and promote and sell goods and services more effectively. Retailers Brands Customer relations Consumers...

..., the exploitation of marketing information is seen to lead to organisational learning and, finally, to enhanced performance of the firm (Low and Mohr, 2001). © Emerald Group Publishing Limited 2010 Small to medium‐sized enterprises Marketing strategy Customer relations Customer orientation Finland...

... as for contemplating future research. Originality/value This is the only paper that provides a literature review and bibliography of RM literature for the period 1994‐2006. © Emerald Group Publishing Limited 2009 Relationship marketing Customer relations Information management Literature...

... Emerald Group Publishing Limited 2009 Customer relations Thailand Small to medium‐sized enterprises Electronic commerce Technology led strategy While there is an extensive body of literature on IT innovation adoption and implementation, there is scant research on the adoption...

.... Hande Kımıloğlu can be contacted at: hande.kimiloglu@boun.edu.tr © Emerald Group Publishing Limited 2009 Customer relations Internet Balanced scorecard Companies vying for market power are continuously looking for ways to step ahead of their competitors. This, however, is becoming...

... our research findings in third section. Finally, in the fourth and final section we discuss our findings, draw our conclusions, and discuss the implications for bank marketing as well as suggest avenues for future academic research. National cultures Banking Customer relations Consumer...

... Group Publishing Limited 2009 Electronic commerce Classification schemes Referencing Customer relations Information retrieval While companies have more or less solved the problems concerning their back‐end operations through the use of enterprise resource planning systems they now...

... Group Publishing Limited 2008 Market forces Direct response Customer relations Strategic manufacturing In the marketing discipline, it is a widely accepted truth that if a company responds appropriately to the preferences and requests of customers – and if these responses are equal...

... subject of e‐CRM in SMEs. For SMEs operating in a peripheral economy such as NI the benefits to be gained from e‐CRM are lucrative. Paul Harrigan can be contacted at: harrigan‐p2@ulster.ac.uk © Emerald Group Publishing Limited 2008 Customer relations Small to medium‐sized enterprises...

... on those variables that generate delight. Customer loyalty Customer satisfaction Profit Customer relations While a large body of academic research exists that focuses on specific elements of customer relationship management (CRM), no current academic paper attempts to draw together...

...). Chung‐Kai Li can be contacted at: ltcthi39@mail.ltu.edu.tw © Emerald Group Publishing Limited 2008 Public relations Customer relations Brand image Customer loyalty Insurance services Taiwan How to develop, maintain, and enhance customer loyalty toward a firm's products...

... organisations. Michael J. Valos can be contacted at: michael.valos@deakin.edu.au © Emerald Group Publishing Limited 2007 Marketing strategy Market research Market information systems Customer relations Marketing management Decision support systems Marketing managers face new choices...

... is on the horizon, and that it is becoming increasingly important for businesses to respond to the needs of the experience consumer (Li and Wei, 2004). Jennifer Rowley can be contacted at: j.e.rowley@bangor.ac.uk © Emerald Group Publishing Limited 2007 Customer relations Innovation Relationship...

... per cent). Table II summarizes all of the reviewed articles that correspond to the subject headings. This is a helpful resource for anyone searching for CRM papers in a specific area. Customer relations Relationship marketing Research work Classification There is no doubt...

... programme, Dagbladet Børsen increased its newspaper circulation by 40 per cent and advertising revenue by 50 per cent, while total revenue more than doubled. © Emerald Group Publishing Limited 2004 Customer relations Design Newspaper publishers Scandinavia Most...

... Emerald Group Publishing Limited 2004 Customer relations Attitudes Marketing Mass customization Although a good deal of attention has been paid to mass customization in the business press, there is an absence of empirical research describing how consumers react to it. Namely...