... to quality dimensions. The quality dimensions obtained changed in relation to the traditional service quality dimensions, showing that after a period of experience, the customer starts to establish his/her quality standards and take decisions based on these standards. Both the surviving and the successful...

...Cem Canel; Drew Rosen; Elizabeth A. Anderson Confronting the challenges of global competition, companies are focusing more on the needs of customers to improve product quality and customer service. The manufacturing sector has long been aware of the need to reduce waste as a means to reduce costs...

...Gus Desbarats Historically, a product was perceived as a “static manifestation of image with fixed attributes”. Today, advanced product design thinking is more likely to see it as a “company representative delivering service over time”. Explores this shift and demonstrates how contemporary practice...

...Norman Chismon Field operations at Wang UK Limited have been revolutionised by a system which ensures that emergency requests for service and routine maintenance are effectively carried out by engineers. Customer service is recognised as an essential part of the computer industry's success. Shorter...