Challenges and opportunities in multichannel customer management

TL;DR: In this paper, the authors studied the drivers and barriers to use mobile travel and tourism services in "during trip" settings and found that the individuals' perceived drivers were particularly valuable to understand; thus this is one primary aim of the thesis.

TL;DR: In this article, the authors report the findings of a pilot investigation that was designed to determine whether the false memory phenomenon is less frequent in individuals who are exposed to pictorial representations.

TL;DR: In this article, the authors investigated the potential of multiple channel use among different retailers in Cape Town, in reaching potential customers and doing business with existing customers, and they presented and deployed a 12-channel typology in an examination of a range of large and small retailers.

TL;DR: In this article, the authors describe the results of a critical incident study based on more than 800 incidents involving self-service technologies solicited from customers through a Web-based survey, and present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions.

TL;DR: In this article, the authors developed a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value.

TL;DR: In this paper, the authors propose a conceptual framework and develop hypotheses about the effects of the online medium on customer satisfaction and loyalty and on the relationships between satisfaction and loyalties.

TL;DR: In this article, the relationship between customer satisfaction and customer loyalty was found to be nonlinear, and the authors used the data to develop internal benchmarks for the hotel based on scores that were representative of loyal customers.