... and execute a successful strategy by targeting small businesses and emphasizing customer service and innovative technology. Challenges are particularly intense for small community banks. These banks once relied on community ties and local knowledge to develop strong relationships with consumers...

..., abandon rates, and call monitoring (which may not actually be a good indicator of overall satisfaction with call center service quality). This study investigates three issues pertaining to call centers: © MCB UP Limited 2001 Call centers Benchmarking Service quality Customer service...

... marketing Services marketing Relationship marketing Customer service Product management Through the interviews, information on three main issues was sought: Development of product services was important After this spontaneous quotation of innovations, respondents were directly asked whether...

...Carol J. Emerson; Curtis M. Grimm Investigates the moderating effect of firm and environmental variables on the importance of a strategic element, customer service, in explaining satisfaction. The purpose of this paper is twofold. Explores first, the direct impact of certain firm and environmental...

...A. Parasuraman Drawing on insights from the extant service‐quality literature (which is dominated by an end‐consumer focus), this paper examines customer service in business‐to‐business markets. It first presents a typology of seller‐customer links and discusses the domain of customer service...

... of service quality to their internal customers. This article explores the dimensionality of customer service quality as perceived by a set of internal customers of an organizational buying unit, and examines the potential for segmentation of internal customers. Managerial implications and recommendations...

.... Presents a complementary approach to measuring service quality based on conjoint analysis. Discusses the application of both SERVQUAL and conjoint analysis in the context of measuring customer service quality in international marketing channels and evaluates how the results may lead to a more comprehensive...

... of profitability. The process of customer costing involves taking the logic of product costing and applying it to customers. The areas where cost variations can be significant are: © MCB UP Limited 1994 Customer Satisfaction Customer Service Customers Portfolio Planning Resources...

... that goal interdependence affects employee perceptions of the quality of service they deliver. Customer service Goals Implementation Relationship marketing VOLUME 8 NUMBER 4 1993 Implementing Relationship Marketing A GOAL INTERDEPENDENCE APPROACH Dean Tjosvold, Lindsay Meredith and R. Michael...

... Limited 1992 Customer satisfaction Customer service Quality TQM Turnarounds COMPANY STUDY A TURNAROUND: PUTTING THE CUSTOMER FIRST Hector Motroni The story of Xerox is a familiar one. An entrepreneur named Joe Wilson took a new idea a copier found a brand new market and started a business...

...Rick Roscitt; I. Robert Parket Considers the need imposed by increased competition for manufacturers to move from a traditional, reactive service approach based on routine maintenance programmes towards a more strategic customer servicing philosophy based on strategic service management. Argues...