... offer considerable opportunities for follow-up studies and the motivation types can provide practitioners with a stable and efficient segmentation option. © Emerald Group Publishing Limited 2015 Customer service management Customer satisfaction The strategic shift from focusing...

... Customer service management Marketing strategy An important final contribution to theory offered by this research is that it addresses our understanding of the interactions among operant resources. It is argued that alternative configurations of operant resources may be used to achieve the same...

...@cranfield.ac.uk © Emerald Group Publishing Limited 2013 Customer service experience Customer experience measurement Laddering technique Sequential incident technique Customer service management Perception Experience Customer experience has been conceptualised as the customer's subjective...

... misbehavior Service marketing Telephone rage Customers Customer service management Studies of service dynamics have long agreed that satisfying service encounters pivot on mutually constructive and beneficial interactions between customer‐contact employees and customers (e.g. Czepiel et al...

... implications Marketing managers can improve the return on investments in CRM. Originality/value The paper presents a method for applying dynamic capabilities drawn from the resource‐based view (RBV) to practical marketing problems. © Emerald Group Publishing Limited 2009 Customer service...

... by saying how the results can be achieved. © Emerald Group Publishing Limited 2009 Customer service management Perception Customization Marketing models In marketing, “radicals” and “evangelists” often urge us to adopt a new perspective, commonly to replace the perspective suggested...

... by limitations of the study and its potential implications for managers and academics. Organizational culture Market orientation Human resource management Customer service management Organisational capabilities enable organisations to deliver superior customer value consistently (Narver et...

...Andrew Sturdy; Irena Grugulis; Hugh Willmott Customer Service: Empowerment and Entrapment . Palgrave, Basingstoke, UK , 2001 . xi + 215 pp. , ISBN: 0‐333‐94607‐3 © Emerald Group Publishing Limited 2006 --> Empowerment Customer service management Service quality...

... Emerald Group Publishing Limited 2006 Customer service management Database marketing Case studies Customer service has strategic importance (Dean and Terziovski, 2000) and requires companies to continually enhance customer experience and satisfaction, to deliver quality in a competitive...

... and to determine if the results might be generalised across service types. © Emerald Group Publishing Limited 2004 Customer satisfaction Customer retention Customer loyalty Customer service management Consumer behaviour Contingency planning As markets become inreasingly competitive, price...