With the rise of the marketing concept and the institutionalization of various market
orientation approaches, marketers have increasingly focused on understanding the …

In recent years, customer relationship management (CRM) has been a topic of the utmost
importance for scholars and managers. Despite the evidence provided by numerous …

This study systematically compares different customer feedback metrics (CFMs)–namely
customer satisfaction, the Net Promoter Score, and the Customer Effort Score–to test their …

As more firms begin to collect (and seek value from) richer customer-level datasets, a focus
on the emerging concept of customer-base analysis is becoming increasingly common and …

Does customer self-congruity drive loyalty in fast-food restaurants? A literature-based model
has been tested using Structural Equation Modeling, on a sample of 911 North African fast …

Accurate predictions of a customer's activity status and future purchase propensities are
crucial for managing customer relationships. This article extends the recency–frequency …

Purpose–The purpose of this paper is to examine the reasons for the lack of research
attention paid to the Middle East (ME) and Africa regions. In particular, this study seeks to …

Predicting customer repurchase propensity/frequency has received broad research interests
from marketing, operations research, statistics, and computer science. In the field of …

Nowadays, video game developers record every virtual action performed by their players. As
each player can remain in the game for years, this results in an exceptionally rich dataset …

In this paper, it has been tried to evaluate influence of information technology–as a key
factor–from different aspects in order to create and manage direct relationship between …