Information technology (IT) plays a vital role in customer relationship management (CRM), because CRM processes include the collection and analysis of customer information, firms use technology tools to interact with customers, and IT created the conditions under which firms can offshore CRM...

Singapore International Airlines benchmarks other service industries such as hotels and restaurants to make its service more comfortable, convenient, and creative the bottom line is delivering exceptional service and personifying that service. Indiscriminate class wise Customer service pays rich...

Purpose – This paper aims to determine the importance of the human touch in customer service interactions. Design/methodology/approach – The paper is based on two original studies using tech-savvy respondents, utilizing a survey and scenario-based research. Findings – The paper finds that,...

Advances in technology coupled with increasing labour costs have caused service firms to explore selfservice delivery options. Although some studies have focused on self-service and use of technology in service delivery, few have explored the role of service quality in consumer evaluation of...

Purpose: This study was intended to determine the effect of several variables which intend the customers to switch or not to switch their bank accounts. Several variables were studied with their impact on dependent variable of customer switching behavior in banking sector of...

Customer loyalty and C.S (Customer Satisfaction) have a proven relationship with supply chain, procurement. Availability of various services at store adds incentives to the customers of how they feel about a particular retail outlet. Product mix and range with intensive market survey and...

For a product to receive complete loyalty depends not only on the quality of the product but also on the satisfaction derived from such product. All three, loyalty, quality and satisfaction are significant factors that show how effective the customer service of an organization is. When customer...