... 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 From the extant literature (Deci...

... Customer service management Marketing strategy Relative to Reactors, each strategic orientation is expected to have a positive financial contribution of NSD to overall firm performance. McKee et al. (1989) found that the four types constitute a continuum with prospector firms generally...

... measurement Laddering technique Sequential incident technique Customer service management Perception Experience Our proposed method for measuring customer service experiences builds on the integration of two well‐established techniques in consumer behaviour and services marketing: the laddering...

... (NWOM), retaliation in the form of employee intentions to retaliate, and exit/loyalty in the form of the degree of desire to stay with the firm (affective commitment). Service Customer misbehavior Service marketing Telephone rage Customers Customer service management Studies of service...

... for marketers, we would argue that Dynamic capabilities are not merely the sum of individuals' knowledge (Teece and Pisano, 1994); they originate and grow within the firm through employee collaboration. Thus, the focus on dynamic capability development must be at a team level. Customer service...

... of Government, Harvard University. Those interested in the marketing principle approach will find this a must. © Emerald Group Publishing Limited 2009 Customer service management Perception Customization Marketing models In marketing, “radicals” and “evangelists” often urge us to adopt...

... common method bias. Organizational culture Market orientation Human resource management Customer service management Organisational capabilities enable organisations to deliver superior customer value consistently (Narver et al., 2004). Hult and Ketchen (2000) identify four...

...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...

... of discontinuous interactions during their encounters with different contact points. In a typical organisation that is not integrated or designed to track individual customer action, the customer is an external entity interacting with a variety of disconnected contact points. Customer service management...

... regression and sub‐group analysis), but report principally the sub‐group analysis results (see Tables I and II) as they depict more clearly the pattern of results. © Emerald Group Publishing Limited 2004 Customer satisfaction Customer retention Customer loyalty Customer service management...