... on products, services and customer care. With growing competition across all sectors, customer experience and customer engagement have become increasingly important and the widespread acceptance of source credibility has become a focus. © Emerald Group Publishing Limited 2010 Customer services...

... goals. © Emerald Group Publishing Limited 2006 Mobile communication systems Customer services quality Customer satisfaction Customer loyalty An executive summary for managers and executive readers can be found at the end of this article. Consumer loyalty has been a main goal...

... management Customer services quality Performance measures In Measuring Customer Service Effectiveness, Sarah Cook provides readers with an easy‐to‐follow “hands‐on” guide to planning and implementing customer service studies. Cook, Managing Director of Stairway Consultancy in London, shares...