This is one of the first studies of customer relationship management (CRM) in an emerging market of Telecommunications Companies in Jordan. The purpose of this study is to investigate the influence of customer relationship management (CRM) success factors on the mental image among a sample of Jordanian Telecommunications Companies customers. A review of the literature relating to CRM and mental image in both developed and emerging markets was undertaken. The variables which were chosen formed the overall success factors of CRM which are (profitability, knowledgeability, loyalty, attitude, and satisfaction) for enhancing the mental image of telecommunications companies in Jordan. The study sample was selected randomly with a total of 340 citizens by using a quantitative method (questionnaire) to collect data. A 64 percent response rate was achieved. The results revealed the sample held a positive attitude towards the main hypothesis of the study. The variable testing indicated that the most influential variable of the aforementioned on the mental image of the organization appeared through the analysis to be employee attitude as the most influential while profitability appeared to be the least influential variable of all. The researchers recommend the start giving enough attention to the success factors.

Chatbot program has evolved in the Indonesian market as the representative of online service customer that provides immediate response and it is able to interact with customers by using Natural Language Processing. This study aims to determine the extent of the customer satisfaction factors that successfully influence chatbot acceptance in Indonesia. A sample of 119 respondents is chosen using Exploratory Factor Analysis method. The findings deliver valuable insight of four factors in satisfying Indonesian customers when using Chatbot. The research conclusion not only gives a new perspective to identify important factors influencing customer satisfaction for chatbot acceptance in Indonesia but also helps Indonesian organizations look up at those fac-tors when planning to develop chatbot for their businesses.

This research examines the links between customer perceived expectations, customer perceived experience, and customer satisfaction in the United Arab Emirates' digital solution in the telecommunications industry. The research takes a positivist philosophical perspective and uses a quantitative data analysis strategy to sample 130 clients who utilize the digital solution of the telecommunications sector in the United Arab Emirates. Exploratory component analysis and multiple regression analysis were used to evaluate and validate the validity of the suggested scales and the research model's linkages. The research discovered a strong correlation between customer expectation and customer experience and the degree of satisfaction of individuals in the United Arab Emirates due to their use of or engagement with digital solutions of the telecommunications sector, independent of generational differences. The study's findings are entirely consistent with the Expectancy-Disconfirmation and Evaluation Congruity Theories.

Customer service is increasingly being recognized as a source of competitive advantage. The keys to provide effective customer service are determining the customer needs, accurately, and meeting and exceeding the needs in a consistent manner. Companies should adapt a strategic, proactive focus on customer service based on understanding logistic processes and designing the logistics system to meet their needs. This paper proposes an approach based on the quality function deployment (QFD), for ranking strategic actions to improve logistics service. The paper addresses the issue of how to deploy the house of quality (HOQ) to effectively and efficiently improve logistics processes and thus customer satisfaction. For data collection, fuzzy logic is used to deal with the ill-defined nature of the qualitative linguistic judgments required in the proposed HOQ. The methodology has been tested by means of a real case application, which refers to an Iranian company operating in the manufacturing industry.