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The Impact of Information Technology on Service Quality,Satisfaction,and customer relationship Management(Case Study:IT Organization Individuals)

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Journal of Management Science & Engineering Research 2023年第2期6卷 24-31页

作者： Hojjat Talebi Amid Khatibi Bardsiri Department of Management Bardsir BranchIslamic Azad UniversityBardsirIran Department of Computer Engineering Bardsir BranchIslamic Azad UniversityBardsirIran

Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship *** the proliferation and penetration of technology in all aspects of life,organizations are responding to the implications and opportunities that IT creates in relation to customer *** main objective of using information technology in organizations is to increase customer satisfaction,service quality,and customer relationship management,which the authors will focus on *** service quality,improving customer satisfaction,and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this *** article examines the impact of information technology on service quality,customer satisfaction,and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information *** individuals from the IT field were used to evaluate the proposed *** proposed model was compared with three models:SEM,regression,and decision tree,and the results demonstrated better performance of this approach.

关键词： Information technology Service quality customer relationship customer satisfaction Improvement and development

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客户关系与企业成本粘性：敲竹杠还是合作

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财务与会计导刊（理论版） 2017年第6期 132-142页

作者：王雄元高开娟

本文从企业间关系视角探讨客户对成本粘性的作用。客户可能利用关系专用性投资对上市公司“敲竹杠”提高成本粘性，也可能通过企业间合作降低成本粘性。基于2007-2013年沪深制造业上市公司数据分析发现：单一客户采购金额占上市公司销... 详细信息

本文从企业间关系视角探讨客户对成本粘性的作用。客户可能利用关系专用性投资对上市公司“敲竹杠”提高成本粘性，也可能通过企业间合作降低成本粘性。基于2007-2013年沪深制造业上市公司数据分析发现：单一客户采购金额占上市公司销售收入比例越高，上市公司成本粘性越低，即使控制了样本自选择等问题后这种现象依然存在，证明客户通过“合作效应”降低了成本粘性。进一步分析发现，客户“合作效应”仅在需求不确定性较高或竞争激烈的样本中存在，而“敲竹杠”效应在关系专用性投资高的样本客户中存在。本文验证了供应链上企业间的“合作”和“敲竹杠”效应，并为成本习性研究提供经验证据。

关键词：成本粘性客户关系关系专用性投资供应链合作 cost stickiness customer relationship relationship-specific investment supply chain cooperation

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An Exploratory Study on the Electronic Word of Mouth Communication in Promoting Brands in the Online Platforms

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Intelligent Information Management 2016年第5期8卷 115-141页

作者： B. N. Malar Selvi J. Edwin Thomson Department of Management Studies Vels University Chennai - 600 117 Tamil Nadu India

This study discusses on the communication method followed by most of the brands called. “Electronic Word of Mouth” in a short form is called as eWOM in order to reach the customers effectively in a short span. Social media having become a new hybrid component of integrated marketing communication allows the brands to establish strong relationship with the customers. With the establishment of customer relationship online, the brands create a platform for the customers to discuss about the product features, quality, price and write a review about the product online. This research analyses about the social media and its impact in spreading the messages about the brands to the end customers and the impact of gender, age groups, income, designation and the demographic details of the customers in trusting the information that is spread through electronic media and the level at which the eWOM helps the customers to select the brand.

关键词： Word of Mouth Integrated Marketing Communication customer relationship

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Creating the Foundation of a Healthcare Research Project

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Chinese Business Review 2013年第2期12卷 131-136页

作者： Bobeica Ana Maria Academy of Economic Studies Bucharest Romania

The research topic of this paper develops a case study approach that builds on the foundations of Yin＇s ＂linear model＂ and ＂the best practice＂ used in theoretical case studies at international research literature. It discusses the case study method and its role and focusing on research questions like healthcare branding, research design, and methodic. Also presents the case study research theory for a research case study. The methods used in this paper are based on hypothesis of a generic hospital branding strategy for the Romanian Private Hospital and also may apply to the Romanian strategy of development of public healthcare entities and partnerships between public and private healthcare entities. An empirical test of the relationships among branding loyalty and awareness, customer satisfaction, trust and relationship commitment suggests that Romanian hospitals can be successful in creating an image and positive brand equity if they can manage their customer relationships well. This can be done through a coordinated strategy of management and marketing development of healthcare entities. The results highlight the dominance of case-study research in qualitative marketing healthcare and highlight the importance of customer relationships in the branding practice of healthcare marketing. It also shows that marketing managers can succeed in creating positive brand equity and image if they can manage relationships with their customers well.

关键词： healthcare marketing research case study branding in healthcare customer relationship brand equity healthcare research case study research quality of research quality management

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作为满足客户和企业需求工具的客户关系管理研究——塞内加尔SONATEL案例研究

作为满足客户和企业需求工具的客户关系管理研究——塞内加尔SONA...

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作者： Ndoye Ndeye Fatou Laye 华中师范大学

学位级别：硕士

As part of the training Master2in Business Administration, Operations Research work is carried out. The research is presented as a memory validated and defended in front of a panel of professors. It is in this perspective that we reflect on the topic "customer relationship Management as a Tool of Satisfaction of customer and Company:The case of SONATEL Dakar." This topic is very interest because telecom sector is spearheading Senegal. In recent years, mobile telephony, internet, fixed merge simultaneously growth dynamism and innovation due to increased competition in this market segment. customer relationship Management （CRM） is a branch of marketing. It is more relevant in the field of telecommunications as it is essential for any business. CRM allows the company to build a single customer relationship as the company and the customer gain from the exchange, providing both parties benefit in the long term relationship. The purpose of this research is to analyze the CRM and also evaluate customer satisfaction of SONATEL Dakar. To approach this understanding, the thesis begins with three questions on which the first studies were published. Among these previous studies were collected and through them a questionnaire was created and submitted to102persons, taken as sample, within the customers of SONATEL Dakar. Then the data were collected and were analyzed by using SPSS software. The findings show that there has a relationship between a successful CRM and customer satisfaction and company. The study shows that CRM is a pillar of customer satisfaction. Indeed, if a customer is satisfied it is faithful and profitable for the company. It was also found that the relationship between SONATEL and his client should be improved. Most customers are satisfied because of the quality and safety of the products as the relationship with the company. The recommendations, in summary, are that the company should more invest in the relationship with their clients and also

关键词： Marketing customer relationship Management Satisfaction 企业营销客户关系管理满意度

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互动导向、顾客关系与公司绩效

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市场营销（理论版） 2013年第8期

作者：吴兆春于洪彦

本文基于前人研究成果，构建了互动导向、顾客关系与公司绩效的关系模型，并在经济、文化、法律环境快速变化的新兴经济体中国进行了检验。本文构建了互动导向、顾客关系与公司绩效关系模型，并在中国大陆获取了104家合格的公司样本，... 详细信息

本文基于前人研究成果，构建了互动导向、顾客关系与公司绩效的关系模型，并在经济、文化、法律环境快速变化的新兴经济体中国进行了检验。本文构建了互动导向、顾客关系与公司绩效关系模型，并在中国大陆获取了104家合格的公司样本，运用回归分析和结构方程模型分析进行了实证检验。研究发现：互动导向程度越高顾客关系越好，顾客关系越好公司绩效越好，互动导向程度越高公司绩效越好，并且顾客关系在互动导向与公司绩效关系中存在部分中介作用。这说明，中国企业在实施互动导向战略过程中，应通过个性化公司产品和服务来提高每个顾客的满意度，通过顾客授权和顾客关系管理，着力提高顾客忠诚度和公司盈利能力。本文研究结论对提升我国企业的竞争力有一定的借鉴价值。

关键词：互动导向公司绩效顾客关系新兴经济体结构方程模型 interaction orientation firm performance customer relationship emerging economies structural equation model

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