... loyalty. © Emerald Group Publishing Limited 2012 Customer relationship management Customer service management Customer information Customer capital Causal relationship model Business‐to‐business With a greater variety of customer demands and increasing competition, customer...

... of service industry should also be kept in mind. Customer service management Quality Service failures Failure modes and effects analysis Service quality is defined as the measure of how well the service level delivered matches the customer expectations (Grönroos, 1982 ; Lewis and Booms, 1983...

... service management Innovation In an era of rapidly changing technology and highly unpredictable markets, manufacturers must enhance their innovation capabilities to satisfy market demands and customer preferences in order to maintain a long‐term competitive advantage (Panayides, 2006). Tidd...

... Group Publishing Limited 2007 Listening Customer relations Customer satisfaction Customer service management Customer requirements A major objective of this paper is to examine how current thinking with regard to customer relationship management (CRM) is reflected in large...

... that the organisation uses in pursuit of market success. © Emerald Group Publishing Limited 2004 Business success now revolves around first rate management of customer knowledge and relationships (Hopkins et al., p. S4). Customer relations Customer service management Knowledge management...