... Retail service Relationship marketing Organizational silos Organizational change Customer service management Over 30 years ago, Tom Peters and Robert Waterman described the characteristics of outstanding US companies in their landmark book, In Search of Excellence: Lessons from America's...

... consumer expectations in the service they provide. Best Buy has the smallest Gap in their score while Wal‐Mart has the largest Gap. © Emerald Group Publishing Limited 2008 Six sigma Poka‐yoke Cause‐and‐effect analysis SERVQUAL Electronics industry Customer service management...

... at: d.grant@hull.ac.uk © Emerald Group Publishing Limited 2008 Retailing Customer service management Customer satisfaction Stock control On‐shelf availability (OSA) remains a key challenge for all retailers; items that are out‐of‐stock (OOS) result in customer dissatisfaction. Thus, OSA...

.... The research aims to explore whether this policy enables the effective management of returns and a reduction in deshopping behaviour. © Emerald Group Publishing Limited 2007 Consumer behaviour Consumption Fraud Customer service management Product management Deshopping...

... and the establishing of customer service policy by each company. Customer service management Food industry Channel relationships Greece A crucial issue in logistics management involves if and in what way customer service measurement is feasible. In practice, customer service elements can be used...