Article
Business
Soumaya Lamrhari, Hamid El Ghazi, Mourad Oubrich, Abdellatif El Faker
Summary: Social CRM has become a central focus for companies looking to enhance customer experience, involving analysis of customer data and implementation of efficient marketing strategies. The proposed social CRM analytic framework aims at improving customer retention, acquisition, and conversion, and has been extensively tested and evaluated on various datasets. Results indicate that the framework effectively extracts relevant information and supports decision-making processes.
TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE
(2022)
Article
Management
Damon Alexander, Christopher Boone, Michael Lynn
Summary: The study found that tip recommendations can influence the amount of tips customers leave, but do not impact customer satisfaction, repatronage frequency, or bill size. Recommending higher tip amounts could be a safe way to increase the tips customers leave, without negatively affecting other consumer outcomes.
MANAGEMENT SCIENCE
(2021)
Article
Engineering, Civil
Linghui He, Dongyuan Yang, Jian Li
Summary: Exclusive bus lanes are seen as effective in promoting bus priority but have not increased bus ridership in China. Passenger satisfaction is a key factor in improving the service quality of public transit with bus lanes. Factors such as travel environment, facilities, and convenience have a significant impact on passenger satisfaction, while operational efficiency does not. Choice riders and captive by choice users prefer public transit with bus lanes, while captive users may face financial challenges with private motorized travel. Improvements in crowdedness and driving stability on buses during peak hours could attract more passengers to choose bus travel.
JOURNAL OF ADVANCED TRANSPORTATION
(2021)
Article
Business
Yixin Li, Bingzhang Hou, Yue Wu, Donglai Zhao, Aoran Xie, Peng Zou
Summary: National broadcast service providers in China are facing fierce competition from new providers in various nodes of the supply chain, leading to an increasing customer churn rate. To stay competitive, these providers must understand customer preferences and predict customer churn intentions. Through positivist research, it was found that factors such as viewing intensity, consumption amount, and payment habits are related to customer churn.
JOURNAL OF BUSINESS RESEARCH
(2021)
Article
Green & Sustainable Science & Technology
Olaleke Oluseye Ogunnaike, Solomon Agada Agada, Ogheneochuko Salome Ighomereho, Taiye Tairat Borishade
Summary: The customer experience has a significant impact on customer satisfaction and loyalty, with social and cultural experiences accounting for approximately 38% of the variance in consumer loyalty. The study also found that customer satisfaction partially mediates the association between cultural experience and loyalty, as well as between social experience and loyalty. Hotel service environments can enhance guest satisfaction and loyalty by providing memorable experiences that meet customer expectations.
Article
Green & Sustainable Science & Technology
Tahir Islam, Rauf Islam, Abdul Hameed Pitafi, Xiaobei Liang, Mahmood Rehmani, Muhammad Irfan, Muhammad Shujaat Mubarak
Summary: This research explores the association between corporate social responsibility and customer loyalty in developing countries, finding that corporate social responsibility initiatives positively impact corporate reputation, customer satisfaction, and customer trust, with a moderating role of corporate abilities. The study highlights the importance of corporate social responsibility actions for organizational success and provides guidance for policymakers, managers, and scholars.
SUSTAINABLE PRODUCTION AND CONSUMPTION
(2021)
Article
Computer Science, Information Systems
Jie Chen, Nan Song, Yansen Su, Shu Zhao, Yanping Zhang
Summary: This study designed a novel approach to analyze the sentiment orientation of users in social networks, improving sentiment analysis performance by integrating user interactions and opinion data.
INFORMATION SCIENCES
(2022)
Article
Green & Sustainable Science & Technology
Mustafa Ozkan, Kemal Cek, Serife Z. Eyupoglu
Summary: This study analyzes the influence of corporate social responsibility on customer loyalty and satisfaction, and finds that customer identification plays a mediating role in this relationship. These findings are important for the banking industry to improve customer attitudes.
Article
Business
Morteza Zihayat, Anteneh Ayanso, Heidar Davoudi, Mehdi Kargar, Nigussie Mengesha
Summary: This study introduces a novel framework for modeling customer satisfaction, which predicts customer satisfaction at specific times using data-driven attributes and a time-aware model. The framework also utilizes a learn-to-rank model to enhance the accuracy of the satisfaction model.
JOURNAL OF BUSINESS RESEARCH
(2021)
Article
Social Issues
Sergio Barta, Carlos Flavian, Raquel Gurrea
Summary: The study found that including hedonic elements in the design of web pages on PCs is important, while apps should facilitate concentration and encourage users' time distortion to reach the flow state.
TECHNOLOGY IN SOCIETY
(2021)
Article
Green & Sustainable Science & Technology
Luigi Leclercq-Machado, Aldo Alvarez-Risco, Sharon Esquerre-Botton, Camila Almanza-Cruz, Maria De Las Mercedes Anderson-Seminario, Shyla Del-Aguila-Arcentales, Jaime A. Yanez
Summary: This study examines the impact of corporate social responsibility (CSR) on consumer satisfaction and loyalty in the private banking sector of Peru. The findings indicate that CSR and customer satisfaction have a positive effect on customer loyalty through customer trust. The study contributes to the understanding of CSR in the financial sector in Peru through the use of the partial least square structural equation modeling technique (PLS-SEM).
Article
Business
Jesus Cambra-Fierro, Lily (Xuehui) Gao, Iguacel Melero-Polo, Andreea Trifu
Summary: Research shows that customer experience, variability, and market turbulence all have impacts on customer retention, with relationship age playing a moderating role in this process.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2021)
Article
Hospitality, Leisure, Sport & Tourism
Chris Roberts, Thomas Maier
Summary: This paper explores the distinction between human-delivered service and technology-based, automated customer assistance. The findings suggest that when technology becomes the major component of delivering assistance, it is automated customer assistance rather than service. Researchers should closely examine how users assess and perceive these two approaches.
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
(2023)
Article
Psychology, Multidisciplinary
Yu-mei Ning, Chuan Hu
Summary: This research investigates the impact of social support provided by online travel platform enterprises on customer citizenship behavior in the context of the sharing economy. The results affirm that social support has a positive influence on customer citizenship behavior, and positive emotions and customer satisfaction act as mediators in this relationship.
FRONTIERS IN PSYCHOLOGY
(2022)
Article
Green & Sustainable Science & Technology
Kyeongmin Yum, Byungjoon Yoo
Summary: This study aims to explore the relationship between service quality, customer satisfaction, and customer loyalty in mobile social media, as well as the mediating role of customer satisfaction. The research model consists of four dimensions of mobile service quality (usefulness, convenience, design, and security/privacy) as well as customer satisfaction and customer loyalty. The results show that usefulness, convenience, design, and security/privacy significantly and positively affect customer satisfaction, while customer satisfaction has a significant and positive impact on customer loyalty. Customer satisfaction mediates the relationship between service quality and customer loyalty, with convenience, design, and security/privacy being completely mediated and usefulness being partially mediated.