... for different contact methods and under different customer service encounter scenarios. Ronn J. Smith can be contacted at: rjsmith@walton.uark.edu © Emerald Group Publishing Limited 2009 Customer service management Customer satisfaction Communication This paper presents the development...

..., a positive disconfirmation of expectations occurs, leading to customer satisfaction. © Emerald Group Publishing Limited 2007 Supply chain management Customer service management Customer satisfaction Baltic States Distribution channels and markets An ongoing stream of research has...

...Yemisi A. Bolumole; A. Michael Knemeyer; Douglas M. Lambert Customer service management is the supply chain management process that represents the firm's face to the customer. The process is the key point of contact for administering product and service agreements (PSAs) developed by customer teams...