Hubungan Media Customer Relationship Management dengan Kepuasan Pelanggan pada Hotel Istana Nelayan

Facing comptetition in service company, especially hotels, must have the ability to give services in order to satisfy the customer. Customer Relationship Managemen (CRM) is one of communication media between company and customer that profitable for both side. This research try to find out how big the connection between Customer Relationship Managemen (CRM) with customer satisfaction in Istana Nelayan Hotel. The result is there is significant connection between media with customer satisfaction in Istana Nelayan Hotel

The role of individual relationship marketing factors in influencing customer retention among microfinance institutions in Kenya

Organizations seeking a competitive advantage are increasingly embracing relationship marketing programs to manage customer relationships more efficiently. However, despite the deployment of such relationship management programs, customer retention continues to be the greatest challenge facing many organizations. This paper argues that relationship marketing factors - trust, commitment, strong bonds, communication, shared values and keeping promises - each plays a unique role in influencing customer retention, however, the nature of the influence of these individual factors on customer retention moreover in a developing market context has not been empirically investigated much. Relying on social exchange theory and relational market behavior theory, this study sought to determine the relationship between these relational factors and customer retention. Data were collected among 492 customers of Kenya's microfinance sector, using a structured self-administered questionnaire. The association between individual relationship marketing factors and customer retention was tested through simple linear regression analysis. Results showed that among the six relational factors, communication and shared values were the most significant. The study makes a theoretical contribution to the relationship marketing knowledge base by providing empirical evidence on the role of individual relationship marketing factors in predicting customer retention. Marketing practitioners should develop relationship management programs that promote communication effectiveness and shared values

Understanding Supply Chain Management: A Necessary Skill for Salespeople?

The purpose of this research is to explore phenomena within the experience of consumer packaged goods (CPG) account representatives in customer-facing roles by investigating the impact of supply chain training, experience, and skills on sales role effectiveness in CPG companies. Findings suggest that skills needed for sales include technical competency, excellent communication skills, and the knowledge to keep commitments. Supply chain understanding within their industry impacts these identified skills by removing confusion, improving identification with their company, realistically aligning customer expectations, and building confidence

Relationship marketing dynamics and customer loyalty in higher education sector

In response to the challenges facing higher educational institutions, including declining public funding, globalization and stiff competition, this study aims to fill Literature gaps by proposing and validating a customer loyalty model based on relationship marketing for the higher education sector. Drawing upon social exchange and social learning theories, this study examines the moderating effect of long term orientation on the link between relationship marketing dynamics and customer loyalty. A total of 416 graduates and undergraduate students of federal universities in Nigeria participated in the study. The results of the partial least squares (PLS) path analysis supported the hypothesized direct and indirect effects of relationship marketing dynamics on customer loyalty. Specifically, relationship marketing dynamics of bonding, communication, and personalization were found to have significant positive relationship with customer satisfaction and trust. The results of the analysis also suggest that customer satisfaction and trust mediate the link between bonding, communication, personalization and customer loyalty. Furthermore, long term orientation moderates the relationship between customer satisfaction and customer loyalty. Specifically, there is more significant positive relationship between customer satisfaction and customer loyalty for individual customers high in long term orientation than for individual customers low in long term orientation. However, no moderating effect of long term orientation was found on the path between trust and customer loyalty. Taken together, the findings of the study lend empirical support to the view that relationship marketing in general, and service personalization in particular, can promote customer loyalty, especially among individual customers high in long term orientation. Hence, knowledge of individual customer long term orientation can assist university administrators in managing their students profile effectively. Theoretical, managerial, and methodological implications are discussed and a conclusion is drawn

Skills Assessment for Business Services: Final Report

No abstract available

Made to serve: a model of the operations practices and technologies that deliver servitization

This paper explores how successfully servitised manufacturers deliver advanced services and proposes a model that describes how they configure their operations. A case study methodology is applied across four manufacturing organisations successful in delivering advanced services. A descriptive model is then formed based around six popular technologies and practices

The Future of Mobile Industry

This paper discusses the future of mobile industry along with some of the background leading to the emergence of wireless technology. First, it gives an overview of today’s telecommunication network and the major differences between fixed wired networks and wireless networks. The discussion then focuses on the challenges facing the wireless industry and the way out through aggressive innovation by employing Wireless Intelligence Network (WIN) technology. The paper also discusses some important trends in wireless industry and the customers expectations which are also part of the challenges for the mobile industry. Finally particular reference is made to the developing nations especially Nigeria in the ongoing trends in mobile communication industry