Managing customer trust, satisfaction, and loyalty through information communication technologies
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Hershey, Pa.
Business Science Reference
2013
|
| Schriftenreihe: | Premier reference source
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Tags: |
Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
|
MARC
| LEADER | 00000nam a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV041241465 | ||
| 003 | DE-604 | ||
| 005 | 20131021 | ||
| 007 | t| | ||
| 008 | 130827s2013 xxud||| |||| 00||| eng d | ||
| 010 | |a 2012046840 | ||
| 020 | |a 9781466636316 |c hardcover |9 978-1-4666-3631-6 | ||
| 020 | |a 9781466636330 |c print & perpetual access |9 978-1-4666-3633-0 | ||
| 035 | |a (OCoLC)859380078 | ||
| 035 | |a (DE-599)BVBBV041241465 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 044 | |a xxu |c US | ||
| 049 | |a DE-945 |a DE-355 | ||
| 050 | 0 | |a HF5415.5 | |
| 082 | 0 | |a 658.8/12 | |
| 084 | |a QP 650 |0 (DE-625)141922: |2 rvk | ||
| 245 | 1 | 0 | |a Managing customer trust, satisfaction, and loyalty through information communication technologies |c Riyad Eid |
| 264 | 1 | |a Hershey, Pa. |b Business Science Reference |c 2013 | |
| 300 | |a XXII, 405 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 490 | 0 | |a Premier reference source | |
| 500 | |a "This book highlights technology's involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage"--Provided by publisher. | ||
| 500 | |a Includes bibliographical references (pages 351-394) and index | ||
| 650 | 4 | |a Datenverarbeitung | |
| 650 | 4 | |a Customer relations |x Management |x Data processing | |
| 650 | 4 | |a Customer relations |x Management |x Computer programs | |
| 650 | 0 | 7 | |a Soziales Netzwerk |0 (DE-588)4055762-5 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Soziale Software |0 (DE-588)7550143-0 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundenbindung |0 (DE-588)4384508-3 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
| 655 | 7 | |0 (DE-588)4143413-4 |a Aufsatzsammlung |2 gnd-content | |
| 689 | 0 | 0 | |a Kundenmanagement |0 (DE-588)4236865-0 |D s |
| 689 | 0 | 1 | |a Kundenbindung |0 (DE-588)4384508-3 |D s |
| 689 | 0 | 2 | |a Soziale Software |0 (DE-588)7550143-0 |D s |
| 689 | 0 | 3 | |a Soziales Netzwerk |0 (DE-588)4055762-5 |D s |
| 689 | 0 | |C b |5 DE-604 | |
| 700 | 1 | |a Eid, Riyad |e Sonstige |4 oth | |
| 776 | 0 | 8 | |i Erscheint auch als |n Online-Ausgabe |z 978-1-4666-3632-3 |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026215659&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 943 | 1 | |a oai:aleph.bib-bvb.de:BVB01-026215659 | |
Datensatz im Suchindex
| DE-BY-UBR_call_number | 40/QP 650 E34 |
|---|---|
| DE-BY-UBR_katkey | 5277115 |
| DE-BY-UBR_location | 40 |
| DE-BY-UBR_media_number | 069039336825 |
| _version_ | 1822753372976971776 |
| adam_text |
Titel: Managing customer trust, satisfaction, and loyalty through information communication technologies
Autor: Eid, Riyad
Jahr: 2013
Detailed Table of Contents
Preface.xvi
Chapter 1
Trust and Long-Term Satisfaction within Asymmetric Business Relationships: A Study of Kuwaiti
Telecommunications Sector.1
Khurram Sharif, Qatar University, Qatar
This paper explores the nature of trust and satisfaction existing between service providers (large organi-
zations) and a network of 47 distributors (small organizations) within the Kuwaiti telecommunications
sector. Data was collected using a questionnaire based survey involving a convenience sample of 209
respondents representing 47 distributor outlets. The results show that the Kuwaiti telecommunications
sector asymmetric relationship network was largely driven by cognitive input of trust, that is, technical
competency was favored over affective input. Furthermore, there was a significant relationship between
cognitive input and Long-term Satisfaction Disposition (LSD) and control input (i.e. use of power) and
LSD. This indicates that trust, although favored, was not a condition for establishing long-term satisfac-
tion within asymmetric business relationships. Finally, the influence of wasta (i.e. favoritism) and control
input on trust are found to be insignificant.
Chapter 2
Customer Relationship and Satisfaction: The Jumeirah Beach Hotel Case Study.20
Abdel Moneim M. B. Ahmed, Abu Dhabi University, UAE
This paper establishes if using a comment card provides a reliable form of feedback regarding customer
satisfaction in hotels. This exploratory study was conducted at the Jumeirah Beach Hotel-Dubai, UAE.
They are a convenient way for guests to complain, make suggestions and praise. Managers use this
input to make quick fixes and comfort distraught guests. The trouble is that hotels depend on comment
cards for more than casual guest feedback. Hotels use the results for determining employee bonuses
or employee performance evaluations and depend them when making business decisions. This paper
examines the comment cards as an important feedback mechanism to measure customer satisfaction and
argues that it is an effective instrument to strengthen relationships. Literature suggests that comment
cards are not scientific or secure. Only happy or unhappy guests participate in these surveys, which can
lead to extreme or misleading results.
Chapter 3
The Role of Environmental Innovation Strategy in Reinforcing the Impact of Green Managerial
Practices on Competitive Advantages of Fertilizer Companies in Egypt.37
Mostafa Mohamed Ahmed Al-kerdawy, Mansoura University, Egypt
Little literature and research exists on the impact of Green Managerial Practices (GMP'S) on competi-
tive advantages (CA). This study fills this research gap and is conducted on a sample of 450 workers in
10 fertilizer companies in Egypt. The study identifies the moderating role of environmental innovation
strategy (EIS) in reinforcing the impact of green managerial practices on competitive advantages. The
empirical results show that three types of green managerial practices- green planning, green managerial
concerns, and green entrepreneurship - have positive effects on competitive advantages, which increases
in the presence of environmental innovation strategy. Companies that invest resources and efforts in green
managerial practices can meet the strict environmental regulations in Egypt and popular environmental
consciousness of consumers, as well as obtain corporate competitive advantages. Managerial implica-
tions and areas for further research are also discussed.
Chapter 4
A Framework for E-Service Implementation in the Developing Countries .54
H. S. Hassan, Cranfield University, UK
E. Shehab, Cranfield University, UK
J. Peppard, Cranfield University, UK
This paper proposes a conceptual framework for explaining the main barriers and drivers of public e-
service development and the relationships among them, especially in developing countries. This frame-
work increases the chance of success of e-service projects in the governments of developing countries
and provides a basic context within which the process and practice of e-service can be implemented
successfully. This paper accomplishes this task by flowing from the traditional rigid context, which oc-
curs in many developing countries, to full public e-service environment, emphasizing citizen-centric
focus and digitalisation. The proposed framework builds on prior literature in the area of e-service de-
velopment in public organisations and from the efforts undertaken in developing countries, considering
e-government lessons learned in developing countries. The framework is flexible enough to be adopted
by governments at different levels in developing countries around the world.
Chapter 5
Handling Customer Complaints in the Hospitality Industry.68
Rosalynn Dinnen, Napier University - Craiglockhart Campus, UK
Ahmed Hassanien, Napier University - Craiglockhart Campus, UK
Drawing on associated literature and empirical research, this paper examines the engagement and ex-
pertise of hotels in handling customer complaints. This is of considerable interest to practitioners and
academics within the field of hospitality management. The study explores hotel management's attitudes
and practices toward handling customer complaints within the hospitality industry in Scotland. In this
paper, the authors analyze case study interviews with four and five star hotel managers in Scotland. The
findings reveal that encouraging customer complaints and feedback should be seen as a way in which to
develop a better relationship with and retain customers. The results also confirm the importance of having
employee training in the area of customer complaints, recommending that employees handle complaints
themselves. Furthermore, the study suggests that hotels must be well equipped for logging, processing
and analyzing complaints. Management implications and areas for further research are also discussed.
Chapter 6
Customer Relationship Management in Professional Service Organizations: An Application to the
Building Industry.91
HamedM Shamma, The American University in Cairo, Egypt
Robert F. Dyer, The George Washington University, USA
Marilyn L. Liebrenz-Himes, The George Washington University, USA
Customer Relationship Management (CRM) applications have gained primary attention in large service
industry sectors, such as the financial, telecommunications and hotel industries. However, relatively
few researchers have studied CRM in the context of Professional Service Organizations (PSOs). PSOs
are found across a broad spectrum of service offerings and they share several key aspects. Some of
these aspects include the following: PSOs are high in people-processing features, have close contact
with customers, and are high in credence attributes. Given this critical reliance on the customer, most
PSOs would benefit from implementing a CRM system to facilitate their business and sustain customer
relationships. This paper compares marketing practices and client management approaches in PSOs
between those utilizing and those not utilizing a CRM system. The building industry is used as a case
study. The paper introduces the CRM concept, describing its significance to the building industry and
presents the methodology and findings from an exploratory research investigation. It also presents a
framework for CRM applications in PSOs and highlights a future research agenda tempered by some
limitations of the research study.
Chapter 7
An Examination of Mediation: Insights into the Role of Psychological Mediators in the Use of
Persuasion Knowledge.106
Kenneth M. Henrie, Texas A M University - San Antonio, USA
Darryl W. Miller, University of Wisconsin - River Falls, USA
This paper examines the role of psychological mediators on consumers' responses to persuasive sales
tactics. Factor Analysis is used to determine the actual mediators identified by consumers as potential
targets by salespeople and find structure in the data. An exploratory examination identifies four categories
of potential psychological mediators. Experimental results reveal that consumers recognize sales tactics
designed to influence these psychological mediators. These processes, in turn, mediate the influence
of persuasive tactics on consumer responses. Overall, the study lends support to Friestad and Wright's
Persuasion Knowledge Model (1994).
Chapter 8
Do Attitudes Toward Careers in Sales Differ Based on Country of Origin? A Comparative Analysis of
MBA Student Attitudes: The US and the UK.118
Charlie Pettijohn, Nova Southeastern University, USA
Linda Pettijohn, Nova Southeastern University, USA
Personal selling is a profession that has been described as requiring skilled and professional employees.
Although employers have looked toward colleges and universities as sources of potential new sales
employees in the past, the complexity and professionalism required in sales has led employers to recruit
graduate students to fill the sales role. This research evaluates the exposure of students pursuing their
MBA degrees to sales and their attitudes toward sales to identify how these attitudes might affect the
recruiting process. Further, given the prevalence of international business operations, the study identifies
sales attitudes and sales exposure in a comparative fashion by assessing the responses of MBA students
in the US and in UK The results provide insights into differences in attitudes and sales knowledge be-
tween students enrolled in MBA courses in the two countries. Based on these findings, conclusions and
suggestions for employers and educational institutions are developed.
Chapter 9
A Success Framework to Investigate Critical Factors Associated with Implementation of Customer
Relationship Management: A Fuzzy ANP Approach.133
Abbas Keramati, University of Tehran, Iran
Mohamad Sadegh Sangari, University of Tehran, Iran
This paper suggests a novel success framework for customer relationship management (CRM) based on
a conceptual implementation model to identify associated critical factors and their contribution to overall
success/failure. Fuzzy analytic network process (FANP) is applied to identify the relative importance
of each factor in successful implementation of each stage and the CRM initiative as a unified process.
The results illustrate that CRM goals, change management, customer knowledge management, and top
management support are the most critical factors for successful implementation of CRM projects within
Iranian business contexts. The proposed success framework provides valuable insight into the CRM
implementation process and its critical success factors (CSFs). It can be applied as a practical assessment
tool that provides a pre-evaluation of the overall success of the CRM implementation project and identi-
fies areas of weakness that negatively affect successful implementation of each stage of CRM initiative.
Chapter 10
Service Quality and WOM (Word-of-Mouth): A Study of the Indian Banking Sector.153
Koushiki Choudhury, Indian Institute of Management Calcutta, India
The Indian banking industry is going through turbulent times. In this era of mature and intense com-
petitive pressures, it is imperative that banks maintain a loyal customer base. To achieve this objective
and improve their market and profit positions, many retail banks are directing their strategies toward
increasing customer satisfaction and loyalty through improved service quality. In the present context,
characterised by rapid change and sophisticated customers, it is important that banks in India determine
service quality factors, which are pertinent to the customers' selection process, as well as the dimen-
sionality of customer-perceived service quality. If service quality dimensions are identified, service
managers can improve the delivery of customer perceived quality during the service process and have
greater control over the outcome. The author suggests that customers distinguish four dimensions of
service quality in the retail banking industry in India. These dimensions of customer-perceived service
quality are customer-orientedness, competence, tangibles, and convenience. The results of this study offer
strong support for the intuitive notion that improving service quality increases favourable behavioural
intentions, namely WOM (Word-of-Mouth) communications.
Chapter 11
Role of European Automotive Supplier Integration in New Product Development.178
Chanan S. Syan, University of the West Indies, Trinidad
Anthony S. White, Middlesex University, UK
Over the past two decades, the automotive industry has experienced major changes as a result of glo-
balisation, changing customer requirements and environmental legislation. The supplier integration in
the new product development process is a significant step in facilitating reduction in the time to market
of innovations and reducing costs. The aim of this work is to assess the extent of supplier integration in
automotive organisations and to identify what barriers still exist. An exploratory Europe-wide survey
was conducted, and 31 usable returns from automotive organisations spread across the EU. The survey
confirmed the increasing importance of supplier integration in the automotive industry; however, the
practice varies from organisation to organisation. They also indicate that most automobile manufacturers
are engaged in functional rather than strategic supplier integration, indicating that the supplier integration
is not yet fully developed, but progress in the first tier of suppliers is becoming common.
Chapter 12
Citizen Lifetime Value in E-Government .202
B. Nikkhahan, Islamic Azad University - Ardabil Branch, Iran
M. J. Tarokh, K N. Toosi University of Technology, Iran
Customer Lifetime Value (CLV) is one of the most important measures of valuing the customers in private
sector. CLV calculates customer contribution in the profits of organization. In this paper Citizen Lifetime
Value (CzLV) is introduced to measure the financial value of citizens for the government. CzLV evaluates
citizen contribution in cost reduction of the organization. This measure can be calculated based on past
behavior of citizens in using the service and cost reduction of using online services rather than offline
ones. Logistic regression is employed as a data mining technique to predict future use of online services
by citizens. A service of Tehran.ir called " 13 7," one of the most important portals of Iran's E-government,
is considered as a case study. CzLV for the citizens of this service is calculated and four citizen segments
are specified. Then each segment is evaluated based on different characteristic of citizens, and suitable
strategies are presented to build more financial values for the organization.
Chapter 13
Effectiveness of Customer Relationship Management Program in Insurance Companies: An Indian
Exploration.219
Vikas Gautam, ICFAI University, Dehradun, India
Customer relationship management in the insurance industry is in the nascent stage. Firms are framing
new strategies to combat stiff competition. Public and private insurance companies are implementing
customer relationship programs to attract more customers and retain existing customers. The objectives
of this study are (1) to study the customer relationship management program of the Life Insurance
Corporation of India, and (2) to assess the effectiveness of this customer relationship management pro-
gram. The study is based on the opinion scores of 182 policyholders of Life Insurance Corporation of
India, who have been with the company for more than the last five years. Based on the average opinion
scores before and after the implementation of the Customer Relationship Management program, it was
concluded that the program is effective, which was evidenced by the results obtained from statistical
analysis (Paired sample t-test).
Chapter 14
A Cross-Cultural Study of Relationship Proneness and Its Implications for Relationship
Marketing.235
Yujie Wei, The University of West Georgia, USA
FayeS. Mclntyre, The University of West Georgia, USA
Salil Taplade, The University of West Georgia, USA
This paper examines relationship proneness of consumers in a cross-cultural setting; specifically, the
relationship proneness between Chinese and U.S. consumers of Generation Y (born from 1976 to 1995)
and its effects on relational satisfaction and relationship commitment. Based on previous research (e.g.,
De Wulf, Odekerken- Schroder, Iacobucci, 2001) and cultural theories (e.g., Hofstede, 1980, 2001),
nine hypotheses were developed involving the effects of relationship building tactics (i.e., direct mail,
preferential treatment, communication, and tangible rewards) on relationship proneness, relational sat-
isfaction and store loyalty. This quantitative study used a survey among two samples of consumers in
China and the U.S. The final sample size was comprised of 349 student consumers. The findings of the
research provide managerial implications for international retailers. Relationship proneness is a mean-
ingful personal characteristic that can be used to describe or predict consumer behavior across cultures.
A relationship marketing strategy that works for one culture may also work well in another culture. It is
possible and appropriate, at least with generation Y consumers, to employ standardized approaches in
relationship marketing across cultures.
Chapter 15
Mining Customers Behavior Based on RFM Model to Improve the Customer Satisfaction .258
Fatemeh Bagheri, K. N. Toosi University of Technology, Tehran, Iran
Mohammad J. Tarokh, K N Toosi University of Technology, Tehran, Iran
Organizations use data mining to improve their customer relationship management processes. Data min-
ing is a new and well-known technique, which can be used to extract hidden knowledge and information
about customers' behaviors. In this paper, a model is proposed to enhance the premium calculation policies
in an automobile insurance company. This method is based on customer clustering. K-means algorithm
is used for clustering based on RFM models. Customers of the insurance company are categorized into
some groups, which are ranked based on the RFM model. A number of rules are proposed to calculate the
premiums and insurance charges based on the insurance manner of customers. These rules can improve
the customers' satisfaction and loyalty as well as the company profitability.
Chapter 16
Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications
Market.271
Abdul Qayyum, Asian Institute of Technology, Thailand
Do Ba Khang, Asian Institute of Technology, Thailand
The paper evaluates various roles (direct antecedent, mediator or moderator) of perceived switching costs
in determining customer loyalty in the mobile telecommunications market. Data were collected through
a field survey of mobile phone users in Pakistan. Structural equation modeling was used to evaluate
hypothesized relationships. Perceived switching costs were found to play all three roles. Findings sug-
gest that perceived switching costs directly influence customer loyalty, mediate the impacts of perceived
service quality, value, and trust on customer loyalty and negatively moderate the relationships of satisfac-
tion and perceived service quality with customer loyalty. Implications of these findings are discussed.
Chapter 17
Exploring Determinants Influencing the Intention to Use Mobile Payment Service.288
Amira F. A. Mahran, Cairo University, Egypt
Hala M. Labib Enaba, Cairo University, Egypt
Mobile services are becoming increasingly commonplace in everyday life; however, Mobile payment
(M-payment) is not among frequently used mobile services. The slowness of the diffusion of this service
is the point of departure of the current research. The authors discuss why consumers are slow in adopting
M-payment service and develop a proposed model that measures the customer's attitude and intention
to use this technology in Egypt. Different theories from diverse fields are reviewed to formulate the
study's conceptual framework. Empirical data were collected via an online survey for a sample of 490
students in "open education", a type of e-distance learning. The results suggest that although the most
important determinants influencing the customer's attitude toward the service are perceived behavioral
control and perceived usefulness, those influencing the intention to use it are perceived innovativeness,
perceived expressiveness, facilitating condition, perceived usefulness, and social pressure. The results of
the research differ from those of previous studies because of the effect of the Egyptian culture. Service
providers can benefit from the results when formulating the marketing strategies to increase the usage
of this service, improving mobile commerce.
Chapter 18
The Mediating Role of Job Embeddedness between Internal Marketing and Turnover
Intention .310
Mona Mohamed Sayed Ibrahim, Mansoura University, Egypt
This study contributes to the stream of research on job embeddedness and internal marketing. Greater
attention needs to be paid to understand the mechanisms and processes through which internal marketing
influences work-related attitudes such as turnover intention in order to develop complete understanding
of the effect of internal marketing on job embeddedness. This study fills this research gap using a sample
of respondents employed by telecommunication companies in Egypt. The author examines whether job
embeddedness mediated the effects of internal marketing on turnover intention. Results from Structural
Equation Modeling (SEM) showed that job embeddedness fully mediates the relationship between
internal marketing and turnover intention. Results also support that internal marketing has obviously
positive influence on job embeddedness and a clearly negative influence on turnover intention; finally,
internal marketing has direct and indirect influences on turnover intention through job embeddedness.
Implications for research and practice of the findings are discussed.
Chapter 19
Egyptian Electronic Government: The Citizen Relationship Management (CRM) Case Study.328
H. S. Hassan, Cranfield University, UK
A. A. M. Abdelkader, Damietta University, Egypt
Many developing countries' governments have invested heavily in increasing the number of e-govern-
ment projects. However, there is a lack of clear case material, which describes the potentialities and
consequence experienced by governments trying to manage with this change. The Ministry of State for
Administrative Development (MSAD) is the organization responsible for the e-Government program
in Egypt since early 2004. This paper presents the findings of the CRM case study, one of the e-service
projects led by MSAD. Semi-structured interviews have been used as primary data collection techniques.
The findings of the study reveal that the main driver to the success of the project is changing the organi-
sational culture and thinking. It is noticed there is an influence of the project on citizens' encouragement
for public participation as it was able to increase their satisfaction levels. Also, the findings emphasised
the problems that face the overall e-government program in Egypt. They also explain the relationships
among those identified problems of governmental e-service development.
Chapter 20
The Effect of Information and Communication Technology on Customer Relationship Management:
Jordan Public Shareholding Companies.342
Maha M. Al-Khaffaf, Applied Sciences University, Jordan
HadeelJ. Abdellatif Applied Sciences University, Jordan
The essence of the information technology revolution and in particular, Information Communication
Technology (ICT) is the opportunity offered for companies to choose how they interact with their custom-
ers. This research paper investigates the influence of Customer Relationship Management (CRM) factors
benefiting from information communication technology on (CRM) performance. The results suggest that
the three elements have positive relationships with CRM performance. Questionnaires numbered at 330
have been distributed to 110 public shareholding companies (PSCs) in four economic sectors in Jordan;
banking, service, industrial, and insurance. The findings further suggest that CRM performance mediates
the effects of marketing orientation, IT investment and mass customization on customer network effect.
Compilation of References.351
About the Contributors.395
Index.402 |
| any_adam_object | 1 |
| building | Verbundindex |
| bvnumber | BV041241465 |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 |
| callnumber-search | HF5415.5 |
| callnumber-sort | HF 45415.5 |
| callnumber-subject | HF - Commerce |
| classification_rvk | QP 650 |
| ctrlnum | (OCoLC)859380078 (DE-599)BVBBV041241465 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>00000nam a2200000zc 4500</leader><controlfield tag="001">BV041241465</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20131021</controlfield><controlfield tag="007">t|</controlfield><controlfield tag="008">130827s2013 xxud||| |||| 00||| eng d</controlfield><datafield tag="010" ind1=" " ind2=" "><subfield code="a">2012046840</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781466636316</subfield><subfield code="c">hardcover</subfield><subfield code="9">978-1-4666-3631-6</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781466636330</subfield><subfield code="c">print & perpetual access</subfield><subfield code="9">978-1-4666-3633-0</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)859380078</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV041241465</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="044" ind1=" " ind2=" "><subfield code="a">xxu</subfield><subfield code="c">US</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-945</subfield><subfield code="a">DE-355</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HF5415.5</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.8/12</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 650</subfield><subfield code="0">(DE-625)141922:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Managing customer trust, satisfaction, and loyalty through information communication technologies</subfield><subfield code="c">Riyad Eid</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Hershey, Pa.</subfield><subfield code="b">Business Science Reference</subfield><subfield code="c">2013</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XXII, 405 S.</subfield><subfield code="b">graph. Darst.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="490" ind1="0" ind2=" "><subfield code="a">Premier reference source</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">"This book highlights technology's involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage"--Provided by publisher.</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references (pages 351-394) and index</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Datenverarbeitung</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer relations</subfield><subfield code="x">Management</subfield><subfield code="x">Data processing</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer relations</subfield><subfield code="x">Management</subfield><subfield code="x">Computer programs</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Soziales Netzwerk</subfield><subfield code="0">(DE-588)4055762-5</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Soziale Software</subfield><subfield code="0">(DE-588)7550143-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenbindung</subfield><subfield code="0">(DE-588)4384508-3</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="655" ind1=" " ind2="7"><subfield code="0">(DE-588)4143413-4</subfield><subfield code="a">Aufsatzsammlung</subfield><subfield code="2">gnd-content</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Kundenbindung</subfield><subfield code="0">(DE-588)4384508-3</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="2"><subfield code="a">Soziale Software</subfield><subfield code="0">(DE-588)7550143-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="3"><subfield code="a">Soziales Netzwerk</subfield><subfield code="0">(DE-588)4055762-5</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="C">b</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Eid, Riyad</subfield><subfield code="e">Sonstige</subfield><subfield code="4">oth</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Erscheint auch als</subfield><subfield code="n">Online-Ausgabe</subfield><subfield code="z">978-1-4666-3632-3</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026215659&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="943" ind1="1" ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-026215659</subfield></datafield></record></collection> |
| genre | (DE-588)4143413-4 Aufsatzsammlung gnd-content |
| genre_facet | Aufsatzsammlung |
| id | DE-604.BV041241465 |
| illustrated | Illustrated |
| indexdate | 2025-01-02T17:44:26Z |
| institution | BVB |
| isbn | 9781466636316 9781466636330 |
| language | English |
| lccn | 2012046840 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-026215659 |
| oclc_num | 859380078 |
| open_access_boolean | |
| owner | DE-945 DE-355 DE-BY-UBR |
| owner_facet | DE-945 DE-355 DE-BY-UBR |
| physical | XXII, 405 S. graph. Darst. |
| publishDate | 2013 |
| publishDateSearch | 2013 |
| publishDateSort | 2013 |
| publisher | Business Science Reference |
| record_format | marc |
| series2 | Premier reference source |
| spellingShingle | Managing customer trust, satisfaction, and loyalty through information communication technologies Datenverarbeitung Customer relations Management Data processing Customer relations Management Computer programs Soziales Netzwerk (DE-588)4055762-5 gnd Soziale Software (DE-588)7550143-0 gnd Kundenbindung (DE-588)4384508-3 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4055762-5 (DE-588)7550143-0 (DE-588)4384508-3 (DE-588)4236865-0 (DE-588)4143413-4 |
| title | Managing customer trust, satisfaction, and loyalty through information communication technologies |
| title_auth | Managing customer trust, satisfaction, and loyalty through information communication technologies |
| title_exact_search | Managing customer trust, satisfaction, and loyalty through information communication technologies |
| title_full | Managing customer trust, satisfaction, and loyalty through information communication technologies Riyad Eid |
| title_fullStr | Managing customer trust, satisfaction, and loyalty through information communication technologies Riyad Eid |
| title_full_unstemmed | Managing customer trust, satisfaction, and loyalty through information communication technologies Riyad Eid |
| title_short | Managing customer trust, satisfaction, and loyalty through information communication technologies |
| title_sort | managing customer trust satisfaction and loyalty through information communication technologies |
| topic | Datenverarbeitung Customer relations Management Data processing Customer relations Management Computer programs Soziales Netzwerk (DE-588)4055762-5 gnd Soziale Software (DE-588)7550143-0 gnd Kundenbindung (DE-588)4384508-3 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Datenverarbeitung Customer relations Management Data processing Customer relations Management Computer programs Soziales Netzwerk Soziale Software Kundenbindung Kundenmanagement Aufsatzsammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026215659&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT eidriyad managingcustomertrustsatisfactionandloyaltythroughinformationcommunicationtechnologies |