This study examines the collaborative impact of Customer Relationship Management (CRM) between shopping mall management and retailers on customer traffic. Through a multiple case study involving 30 interviews with managers from various traditional shopping malls and factory outlets, the research...

Business-to-business (B2B) software-as-a-service (SaaS) providers increasingly bundle add-on services with their core service. The implications of such bundles for onboarding customers to the relationship remain unclear; in particular, the common practice of trying to maximize add-on bundling...

Servicescape, the physical and social environment of a service setting, is a critical strategic tool for creating competitive advantage. While its influence on customer loyalty and electronic word-of-mouth (e-WOM) is established, the underlying psychological mechanisms remain inadequately...

In digital retail, where competition intensifies and customer expectations evolve rapidly, understanding the interplay among customer experience metrics is critical for strategic decision-making. Despite widespread adoption of feedback programmes, practitioners struggle to interpret how...

In einer Zeit des rasanten digitalen Wandels steht der E-Commerce-Sektor an der Spitze der wirtschaftlichen Entwicklung, bietet beispiellose Wachstumschancen und verändert traditionelle Geschäftsmodelle. Die zunehmende Integration von Gamification-Elementen durch Online-Marktplätze wie Temu...

This study examines the defection patterns of post-paid telephone customers based on migrant status and season-wise acquisition using the Weibull model. Data from 48,666 post-paid customers were extracted from the data warehouse of a telephone company in Nepal. After pre-processing, the migrant...

This study aims to determine the influence of digital touchpoint usage experience, specifically through the myIndiHome application, on customer loyalty, with digital engagement and customer satisfaction as mediating variables. The study used a quantitative method to survey 385 active IndiHome...

This study examines the collaborative impact of Customer Relationship Management (CRM) between shopping mall management and retailers on customer traffic. Through a multiple case study involving 30 interviews with managers from various traditional shopping malls and factory outlets, the research...

Grounded on the customer experience theory and perceived value theory, the current study examines how omni-channel customer experience (OCCE) in fashion brands promotes customer loyalty in an emerging economy context. Fashion brand customers (N = 372) revealed that OCCE significantly influences...

This study looks at how an entrepreneur's mindset orientation affects Ethiopian eco-hotel sustainability, using customer loyalty as a mediating factor. Utilizing a quantitative research strategy, data was obtained from a sample of 384 respondents, selected by the population precision technique...

This study investigates the influence of banking service quality and customer trust on customer retention behavior, considering the mediating role of customer satisfaction and the moderating role of FinTech. In light of the growing digitalization in the banking sector, the study aims to...

The study aims to investigate causal recipes to improve restaurant customers' loyalty (LOY) during COVID-19 post-pandemic. The study utilizes Fuzzy-set Qualitative Comparative Analysis (fsQCA) within the framework of complexity theory to examine the intricate relationship between antecedent...

The article focused on customer loyalty and examined the factors that influence end-users' loyalty and attitudes towards domestic manufacturers. Factors such as price, quality, place, promotion, satisfaction, awareness, and trust were chosen to measure customer loyalty towards domestic...

This study analyses the effects of corporate reputation and trustworthiness in the salesperson on the customer loyalty of 215 German customers who obtained endowment insurance. We use a cross-sectional study design. Corporate reputation is captured by the rational attitude of competence and the...

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

Intense competition from alternative financial service providers and evolving customer expectations have presented formidable challenges to the banking sector's quest for customer retention and profitability. On this account, this paper delves into the dynamics of customer satisfaction in the...

Customer loyalty has become a real concern in the Islamic finance industry, instigating a comprehensive review of studies on this topic. Thus, this study presents a systematic literature review on customer loyalty in the context of the Islamic finance industry. Consequently, 40 research articles...

This study investigates the role of social media in driving business development for Danish professional football clubs. It particularly examines how social media engagement impacts fan loyalty, fan size, and overall business growth. We employed structural equation modeling (SEM) to analyze data...

Boutique hotels, which belong to the hospitality sector, hold significance for guests seeking new experiences. Guests are interested in staying and spending money on boutique hotels that create memorable experiences. Based on previous studies in the boutique hotel industry, empirical studies...

This study aims to understand the attributes of electronic service quality and tries to build the connection between the quality of electronic service, the happiness of consumers, their retention, and loyalty in the context of the consumer e-commerce industry in India. The attributes chosen to...

This study contains two primary research aims. The first objective is to investigate the structure, dimensions, and indicators of experience quality at glamping resorts. Additionally, the study aims to analyze the interconnections between experience quality, trust, satisfaction, engagement, and...

This research aims to provide a comprehensive understanding of the factors that drive successful sustainable service innovation and to offer practical guidelines for adopting these strategies in the petrochemical sector. The study employs a systematic literature review methodology, reviewing and...

Customer satisfaction, retention, and loyalty are essential for a positive return on sales in the insurance industry. This study examines the key determinants of customer loyalty among long‑term insurance consumers in Namibia. The mediating role of customer satisfaction was also examined in...

In today's highly competitive airline industry, understanding the factors that influence customer loyalty is paramount for airline companies seeking to maintain a competitive edge. This study investigates the impact of Electronic Customer Relationship Management (E-CRM) on customer loyalty...

PlayStation is the market leader of the console industry, with over 90 million active users registered on their platform. It is a remarkable feat to appeal to so many consumers and keep them interested. This study reveals the results of an online survey on 600 Romanian PlayStation console users....

This study investigates brand equity dimensions and customer retention of the Nigerian telecommunications industry. Cross-sectional research design was adopted to survey 368 postpaid subscribers. The respondents were selected through multistage sampling techniques. The four dimensions of brand...

Basically, relationship marketing focuses more on creating customer value through interaction with customers to get information regarding evaluation of customer needs and expectations on an ongoing basis. Interaction with customers must be conducted, because customer involvement can increase...

Background: In this study, the parameters that directly impact purchase intentions were analysed, such as electronic word of mouth, customer engagement, brand awareness, and customer retention. Objectives: This study aimed to explore the impact of digital content marketing on customer purchase...