| 1556614 |
Values-based service brands: narratives from IKEA
Bo Edvardsson, Bo Enquist, Michael Hay
(pp. 230-246)
Keywords:
Brands,
Corporate identity,
Customer service management,
Value added
ArticleType: Research paper
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(164 KB)
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| 1556615 |
Improvisation in service performances: lessons from jazz
Joby John, Stephen J. Grove, Raymond P. Fisk
(pp. 247-268)
Keywords:
Customer services quality,
Metaphors,
Music,
Services
ArticleType: Conceptual paper
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(248 KB)
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| 1556616 |
Call center satisfaction and customer retention in a co-branded service context
Timothy L. Keiningham, Lerzan Aksoy, Tor Wallin Andreassen, Bruce Cooil, Barry J. Wahren
(pp. 269-289)
Keywords:
Brands,
Call centres,
Customer retention,
Customer satisfaction,
Customer service management,
Services
ArticleType: Research paper
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(143 KB)
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| 1556617 |
Telephone surveillance in call centers: prescriptions for reducing strain
Philip E. Varca
(pp. 290-305)
Keywords:
Call centres,
Services,
Stress,
Surveillance,
System monitoring
ArticleType: Research paper
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(114 KB)
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| 1556618 |
The role of private branding in improving service quality
Ram Herstein, Eyal Gamliel
(pp. 306-319)
Keywords:
Brand management,
Branding,
Customer satisfaction,
Customer services quality,
Health services,
Private ownership
ArticleType: Research paper
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(91 KB)
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| 1556619 |
Tangibility as a quality factor in electronic commerce b2c
Lucía Melián-Alzola, Víctor Padrón-Robaina
(pp. 320-338)
Keywords:
Consumer behaviour,
Data security,
Design,
Navigation,
Quality,
Worldwide web
ArticleType: Research paper
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(114 KB)
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