Building and maintaining brand loyalty is crucial for every organisation in such competitive business environment and organisations in the hospitality industry are not spared. Hotels have made many efforts on branding to gain brand loyalty from their customers and recently they have carried...

This paper studies the implications of attempts at "ethnic-affinity" profiling on Facebook that reflects users' engagement with content on Facebook. Profiling by ethnic-affinity is highly correlated with Census estimates of population race by geography. However, more users were profiled as...

Customer Contact Management (CCM) ist die evolutionäre Weiterentwicklung des klassischen Kundenbeziehungsmanagements mit dem Hauptaugenmerk Business-to-Consumer im Handel sowie im Dienstleistungssektor. Das Lehrbuch vermittelt die Grundlagen des CCM, den konzeptualisierten Kundenlebenszyklus...