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This research reviews a concept which is still relatively less considered by retail banks: managing complaints. A review of literature will highlight the importance of managing complaints by banks in a CRM approach. Then, analyzing the contents of real complaints in 4 different banks allowed…

The Search Experience Credence product classification model has been one of the most prominent categorization mechanisms in the product classification literature.  Product categorization plays a major role in a company’s marketing strategy. This paper presents the results of a survey conducted on consumers’ perceptions of…

In contemporary business organizations, technology provides the foundation around which organizations evolve and mature. It not only aids organizations in enabling strategic business objectives through automation of operations, but with their information processing and decision support capabilities, these technologies also aid in business planning and…

The focus of our research is on the Romanian banking sector, analysing if, over the period 2002 to 2009, foreign banks have been more efficient than their domestic peers, as foreign banks can benefit from the experience and superior know-how of their parent banks and…

The involvement of private concessionaire in the delivery of public infrastructure worldwide is apparent in reducing the budgetary burden on the government’s part specifically due to the major downturn in the global economy. Their involvement varies from concessionaire, privatization to partnerships. Looking at the most…

Information and Communications Technology (ICT) has been widely regarded as an enabler to boost the competitive level of SMEs in the business arena. Notwithstanding the many efforts undertaken by governments to promote ICT adoption among SMEs across different types of industries, many of them failed…

In the current economic context, enterprises are struggling to obtain competitive advantages on the market, by exploiting the opportunities offered by information technology. The research in this paper aims to encourage the use of modern approaches in order to increase enterprise agility, through the transition…

Nowadays, 3G technologies provide people with higher wireless bandwidth, audio and video services, as well as mobile internet access all in one mobile environment. The information technology industry needs to understand why people prefer this technology, which variables and opportunities convinced them to use it.…

Z-score model is one of the most frequently used model for early financial failure warning and considers various financial ratios selected as prediction variables.The purpose of this paper is to use multivariant discriminant analysis (MDA) to substantiate a score function effective in bankruptcy risk prediction…

Banks in many countries including those in Egypt and the United Arab Emirates (UAE) suffered losses —at various degrees- as a result of the world financial crisis (started in 2006 by the US credit crisis). This stimulated the researcher to raise a question: Could accounting…