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Full-Text Articles in Business
Strategies To Cultivate Long Term Customer Relationships, Chauncelor Roosevelt Howell
Strategies To Cultivate Long Term Customer Relationships, Chauncelor Roosevelt Howell
Walden Dissertations and Doctoral Studies
The failure of long-term customer relationships poses a material threat to the profitability and growth of organizations. Financial service leaders who have difficulties cultivating long-term relationships are at risk of not ensuring their business’s financial stability. Grounded in the concept of customer relationship management, the purpose of this qualitative multiple case study was to explore strategies financial service business leaders use to cultivate long-term customer relationships. Data were collected from 16 financial services business leaders using semistructured interviews and a review of company documents related to customer relationship management and marketing. Data analysis using Yin’s five step method resulted in …
Strategies For Implementing A Successful Customer Relationship Management System, Samuel Adebayo
Strategies For Implementing A Successful Customer Relationship Management System, Samuel Adebayo
Walden Dissertations and Doctoral Studies
Customer relationship management (CRM) software implementation fails in thepackaging industry because of ineffective CRM implementation strategies. Effective strategies for CRM software implementation are essential to CRM managers for improving CRM project success rates. Grounded in Kano’s customer satisfaction theory, the purpose of this qualitative multiple case study was to explore the strategies CRM managers in the packaging industry used to operate a profitable business. Data were collected through semi-structured interviews and documents of CRM strategies. Participants were four CRM managers located in Illinois who had a minimum of 10 years of successfully managing CRM systems with high success rates. Data …
Strategies For Implementing A Successful Customer Relationship Management System, Samuel Adebayo
Strategies For Implementing A Successful Customer Relationship Management System, Samuel Adebayo
Walden Dissertations and Doctoral Studies
Customer relationship management (CRM) software implementation fails in thepackaging industry because of ineffective CRM implementation strategies. Effective strategies for CRM software implementation are essential to CRM managers for improving CRM project success rates. Grounded in Kano’s customer satisfaction theory, the purpose of this qualitative multiple case study was to explore the strategies CRM managers in the packaging industry used to operate a profitable business. Data were collected through semi-structured interviews and documents of CRM strategies. Participants were four CRM managers located in Illinois who had a minimum of 10 years of successfully managing CRM systems with high success rates. Data …
British Virgin Islands Tourists' Motives To Travel, Destination Image, And Satisfaction, Sherrine Natahsa Augustine
British Virgin Islands Tourists' Motives To Travel, Destination Image, And Satisfaction, Sherrine Natahsa Augustine
Walden Dissertations and Doctoral Studies
The turbulent events of the world have resulted in a decline in the number of travelers since 2011. Nevertheless, approximately one billion international tourists still travel annually.Tourist activity plays an important role in the global economic activity. The purpose of this correlational study was to examine if a relationship exists between destination images, push and pull motives to travel, and tourists' satisfaction. The target population consisted of noncitizen and nonresident tourists of the British Virgin Islands (BVI) between March 2017 and April 2017. Oliver's expectancy-disconfirmation theory that the individual will act in a particular way because the expectation that a …
Strategic Managerial Responses To Critical Service Events In Restaurants, Douglas Grant Edwards
Strategic Managerial Responses To Critical Service Events In Restaurants, Douglas Grant Edwards
Walden Dissertations and Doctoral Studies
Inappropriate managerial responses to critical service events (CSEs) in restaurants contribute to an increased rate of customer defection and restaurant failure. Some restaurant managers lack employee-training strategies that may enhance service recovery from CSEs. This case study explored what employee-training strategies participants deemed essential to enhance service recovery to CSEs. The population for this study was restaurant managers from a U.S. regional chain in South Carolina with at least 3 years of employee-training experience. Organizational learning theory was the conceptual framework for this study. Data collection included semistructured face-to-face interviews with restaurant managers and an exploration of company archival documents …
Employee Perception Of The Value Of Customer Focus Training In Public Transportation, Michael L. Dawkins
Employee Perception Of The Value Of Customer Focus Training In Public Transportation, Michael L. Dawkins
Walden Dissertations and Doctoral Studies
The number of service-oriented jobs has increased locally and nationally, and organizations are spending millions of dollars to train front-line employees to maintain customer satisfaction and compete in the service industry. Despite the financial investments of these training programs, little research has investigated the holistic effectiveness of customer-focused training (CFT) programs. Researchers found positive relationships between the constructs under investigation and reported that when CFT programs are delivered on a consistent basis with leadership support, they help build a service-oriented culture. The purpose of this case study was to investigate employee perceptions of CFT and relationships between performance, engagement, and …