| 1816790 |
Cross-cultural marketing strategies for delivering knowledge-based services in a borderless world: the case of management education
Rajshekhar (Raj) G. Javalgi, W. Benoy Joseph, Richard J. LaRosa
(pp. 371-384)
Keywords:
International business,
International marketing,
Knowledge management,
Management development
ArticleType: Conceptual paper
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(354 KB)
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| 1816791 |
Betrayal? Relationship quality implications in service recovery
Betsy Bugg Holloway, Sijun Wang, Sharon E. Beatty
(pp. 385-396)
Keywords:
Buyer-seller relationships,
Customers,
Service failures
ArticleType: Research paper
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(147 KB)
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| 1816792 |
The impact of network and environmental factors on service innovativeness
Ruby P. Lee, Gregory O. Ginn, Gillian Naylor
(pp. 397-406)
Keywords:
Health services,
Marketing strategy,
Non-profit organizations,
Services
ArticleType: Research paper
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(145 KB)
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| 1816793 |
Employee perspectives of service quality in the supermarket sector
Paul J. Vella, John Gountas, Rhett Walker
(pp. 407-421)
Keywords:
Customer services quality,
Employee attitudes,
Internal marketing,
Production services
ArticleType: Research paper
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(244 KB)
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| 1816794 |
Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters
Thorsten Gruber, Isabelle Szmigin, Roediger Voss
(pp. 422-435)
Keywords:
Complaints,
Customer satisfaction,
Customer service management,
Customers,
Employees
ArticleType: Research paper
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(353 KB)
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| 1816795 |
A multi-level analysis of customer contact teams
Barbara A. Wech, Karen Norman Kennedy, Dawn R. Deeter-Schmelz
(pp. 436-448)
Keywords:
Customer service management,
Organizational behaviour,
Team working
ArticleType: Research paper
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(180 KB)
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