| 842847 |
It's time to get to first principles in service design
Richard B. Chase
(pp. 126-128)
Keywords:
Behaviour,
Design,
Service quality assurance,
Services
ArticleType: Conceptual Paper
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(48 KB)
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| 842848 |
Towards a better understanding of service excellence
Robert Johnston
(pp. 129-133)
Keywords:
Customer satisfaction,
Customer services quality,
Service quality assurance
ArticleType: Research paper
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(92 KB)
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| 842849 |
The almost customer: a missed opportunity to enhance corporate success
James G. Barnes, Brian R. King, Gordon A. Breen
(pp. 134-146)
Keywords:
Customer loyalty,
Customer relations,
Customer retention,
Customer satisfaction,
Service quality assurance
ArticleType: Research paper
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(248 KB)
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| 842850 |
Complaint management profitability: what do complaint managers know?
Bernd Stauss, Andreas Schoeler
(pp. 147-156)
Keywords:
Case studies,
Complaints,
Cost benefit analysis,
Customer relations,
Customer retention,
Germany
ArticleType: Research Paper
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(476 KB)
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| 842851 |
Customer clubs in a relationship perspective: a telecom case
Anders Gustafsson, Inger Roos, Bo Edvardsson
(pp. 157-168)
Keywords:
Customer loyalty,
Customer relations,
Perception,
Sweden,
Telecommunications
ArticleType: Case study
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(99 KB)
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| 842852 |
An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China
Yonggui Wang, Hing Po Lo, Renyong Chi, Yongheng Yang
(pp. 169-182)
Keywords:
Behaviour,
Brand loyalty,
China,
Customer retention,
Customer satisfaction,
Relationship marketing
ArticleType: Research paper
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(258 KB)
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| 842853 |
Why customers stay: reasons and consequences of inertia in financial services
Lesley White, Venkat Yanamandram
(pp. 183-194)
Keywords:
Customer retention,
Financial services,
Inertia
ArticleType: Research paper
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(172 KB)
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| 842854 |
Client valuation in private banking: results of a case study in Switzerland
Pascal Foehn
(pp. 195-204)
Keywords:
Banking,
Case studies,
Customers,
Switzeralnd,
Value analysis
ArticleType: Research paper
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(329 KB)
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| 842855 |
Reconceptualizing customer perceived value: the value of time and place
Kristina Heinonen
(pp. 205-215)
Keywords:
Customers,
Perception,
Service quality assurance,
Service systems,
Value analysis
ArticleType: Conceptual Paper
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(124 KB)
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| 842856 |
ICT: the creation of value and differentiation in services
Benoît Meyronin
(pp. 216-225)
Keywords:
Communications,
Information,
Services marketing,
Value analysis
ArticleType: Conceptual Paper
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(119 KB)
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| 842857 |
Value across fulfillment-product categories of Internet shopping
Julie E. Francis, Lesley White
(pp. 226-234)
Keywords:
Classification schemes,
Customer satisfaction,
Internet,
Shopping,
Value analysis
ArticleType: Conceptual Paper
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(162 KB)
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| 842858 |
Service quality and marketing performance in business-to-business markets: exploring the mediating role of client satisfaction
Ruben Chumpitaz, Nicholas G. Paparoidamis
(pp. 235-248)
Keywords:
Business-to-business marketing,
Customer loyalty,
Customer satisfaction,
Information systems,
Product quality,
Service quality assurance
ArticleType: Conceptual Paper
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(190 KB)
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| 842859 |
Customer involvement in new service development: a conversational approach
Anders Lundkvist, Ali Yakhlef
(pp. 249-257)
Keywords:
Conversation,
Customer relations,
Product development,
Service industries
ArticleType: Research paper
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(80 KB)
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