Purpose–To review the academic literature on customer relationship management (CRM),
provide a comprehensive bibliography and propose a method of classifying that literature …

The purpose of this article is to investigate the relationship between customer loyalty,
repurchase/repurchase intent and satisfaction in order to attempt to resolve the mixed views …

Purpose The purpose of this paper is to investigate the influence of behavioural attitudes
towards the most popular social medium in the world, Facebook, amongst Millennials in …

The present study aimed to examine patrons' loyalty generation process for a chain coffee
shop brand by considering the role of cognitive drivers, affective drivers, brand satisfaction …

This study aims to examine how technology readiness (TR) influences customers'
perception and adoption of self‐service technologies (SSTs) through development of an …

This paper aims to examine how customer relationship management (CRM) systems are
implemented in practice with a focus on the strategic application, ie how analytical CRM …

For the last two decades the Internet of Things (IoT) has been a subject of growing global
interest. Particularly dynamic industries such as the healthcare service sector have just …

Purpose–The purpose of this paper is to review the academic literature on relationship
marketing (RM), conduct a content analysis of the same for the purpose of classification and …

The following exploratory study considers a model explaining brand loyalty relative to the
electronic Customer Relationship Management (hereafter referred to as eCRM) industry …

Online interpersonal interaction and communication has become an important aspect of
social activities, especially among Millennials (young adults). However, the African continent …