Digital transformations help organizations revitalize business processes and customer relationships. Industry professionals and academicians recognize that leadership skills and technology skills are complementary when managing a digital workplace. Using a classroom exercise administered in multiple semesters, we attempted to capture student…

Since the 1990s, "customer orientation" marketing has been widely applied to major gifts management of world-class U.S. universities, forming a donorcentered model for major gifts management. It focuses on donor demands management, relationship cultivation and value creation, which has a major effect on university fundraising and…

This research aims to examine student satisfaction at higher education institutions through the estimation of a student satisfaction index (SSI) by simultaneously building a strategic management map (SMM) to help higher education leaders identify the areas for improvement at their institutions during COVID-19 induced hybrid education in Turkish…

This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…

Purpose: While the role of relationship marketing to consumers' overall satisfaction with schools has been discussed in the education management literature, empirical studies on the marketing mechanisms that underpin school-customer relationships are limited. The purpose of this paper is to establish the association between market orientation (MO)…

This study explores the expansion of Korean lifelong education over the last two decades in terms of conceptualising the lifelong learner as identity and agency. Based on qualitative interviews with lifelong educators and learners at lifelong education institutions, the authors describe the lifelong educators' use of marketing strategies to turn…

The competency-based approach conceives mathematics as a necessary tool for dealing with daily-life tasks. Many studies have focused on examining the low math competency people show when solving problems in real-life contexts, but rarely characterize the type of mathematics needed in these contexts and how people use this mathematics. The current…

Purpose: The purpose of this paper is to understand which change process the supplying organization should define for its customer-facing organization in order to successfully increase customer orientation and to be on the short list of their customers' key suppliers. Design/methodology/approach: Action research was used to carry out this…

This article reports from a case study investigating enactment of teacher evaluation (TE) policies in two lower secondary schools in a large Norwegian municipality. The aim of the study was to explore teachers' perceptions of TE, and to unpack how new policy initiatives were shaped by translations, mediations, and negotiations in a national…

The roadmap towards the commercialization of goods and services has been continually enhanced and modified to accommodate a more digital landscape. Businesses are building more robust websites and point-of-service opportunities that do not require human intervention. In turn, consumer shopping patterns and behaviors have shifted in response to…

This study investigated the overall "quality" of the interpersonal relationship students have with faculty and staff, that is, relationship quality (RQ). In relationship management research, RQ is paramount for the creation of bonds with customers, which in turn is necessary for the sustainability of organizations, that is, continuity…

Technology usage is widespread across most fields of business. In sales, "back-end" technologies, such as customer relationship management or salesforce automation, offer a foundation for effective and efficient "front-line" interactions in the personal selling process (PSP). In many instances, "front-line" technology…

For the past couple of decades, customer relationship management has been quietly establishing itself as the way everybody does business. Migrating to the education community only in the past five years or so, it has acquired a more genteel transcription of its acronym: constituent relationship management. However one decodes the letters, CRM is…

Project success has multiple definitions in the scholarly literature. Research has shown that some scholars and practitioners define project success as the completion of a project within schedule and within budget. Others consider a successful project as one in which the customer is satisfied with the product. This quantitative study was conducted…

This qualitative single case study explored how customer facing professionals (CFPs) adapt to changing customer needs in a digital environment. This study focuses on: (1) Changing customer needs; (2) Competencies needed in a digital environment; (3) How they learn; and (4) What factors help or hinder their success. The site is a global Human…