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Reinaldo Sousa Santos and Sílvia dos Santos Pereira
The COVID-19 pandemic has made teleworking a widespread form of work for contact center workers in Portugal, who are already used to work processes supported by technological platforms and digital workflows, but with little adherence to remote work. Deep...
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Hoang Viet Nguyen, Tuan Duong Vu, Bach Khoa Nguyen, Thi My Nguyet Nguyen, Binh Do and Ninh Nguyen
Digital transformation has received increasing attention from organizations and businesses that want to remain competitive in the digital world. Many banks have increasingly been embracing electronic commerce by providing electronic banking (e-banking) s...
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Klaus Kuehnel and Manuel Au-Yong-Oliveira
Based on many years of experience as a management consultant in different industries and corporate structures and cultures, the motivation to use digital transformation in connection with variable corporate goals?such as fluctuating workloads, agile resp...
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Jonathan Calof,Nisha Sewdass
Innovation research suggests customer, competitor and market knowledge areimportant requirements for innovation. Researchers in competitive intelligence (CI) haveproposed that there should be a relationship between CI and innovation. Yet despite both fie...
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Darlington Chigori,Kim Viljoen,Mari Ford,Liezel Cilliers
AbstractOrientation: Mobile devices are becoming a popular means to access the Internet and conduct e-banking activities. Banks are marketing e-banking solutions to increase their customer base.Research purpose: This study contrasts how the service quali...
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klaus Solberg Söilen
It is often heard, and even more often seen written, for example on social media, that that there is nothing new in the competitive intelligence (CI) field. There are no new ideas, the ideas that are being expressed are the same old, there is no developm...
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Ronny .
Pág. 309 - 317
This study aims to answer two important issues such as what value of internet banking services that is prioritized by the bank in the implementation of internet banking, and how the bank tries to involve the customers in creating and implementing the val...
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Ewa Ziemba, Roisin Mullins
Pág. 165 - 179
The purpose of this study is to explore how the customer knowledge management systems support business follow-up of customer reviews and discussion using social media, and propose a customer stratification framework. The survey methodology was used to co...
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Muhammad Hassan,Arslan Rafi,Syed Sibtain Kazmi
Pág. 232 - 238
The purpose of this study is to extensively identify the impact of variables that tend to make the customers into advocates. Today companies have to focus on customers more frequently and consistently than they focus on advertisements and promotions beca...
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Petro Naude, Sharon Rudansky-Kloppers
Full-service restaurants serve different types of customers with preconceived ideas about what they want and expect to receive from the restaurant. During the dining experience, each customer experiences the service differently and subconsciously evaluat...
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