... Publishing Limited Licensed re-use rights only Digitization Service operations Customer relations E-commerce Customer service management Finally, the context-based factors that affect CEB include political, economic, environmental, social and technological aspects of the society in which...

... customers and are often referred to as “an assembly line in the head” (Taylor and Bain, 1999). Call centres Operations management Case studies Customer service management Many of the techniques employed in contact centres originate from manufacturing's past with some contact centre scholars...

... process off the office hours via the internet. The service quality of the staff is measured and monitored continuously by the PMM. © Emerald Group Publishing Limited 2006 Artificial intelligence Customer service management Customer relations Knowledge management Manufacturing...

... Integration Customer service management Service operations E‐commerce is one of the newest vehicles for streamlining business processes, but the question that needs to be answered – how is it allowing customers to receive better service and level of satisfaction? This research study was conducted...

... or services. Every process is a mix of different activities and each of them is measurable with several indicators. © Emerald Group Publishing Limited 2004 Supply chain management Logistics management Performance measurement (quality) Service quality assurance Customer service management...

... for the best (benchmark) supplier (identified as “b” gaps) respectively for the attributes PERDEM, PERTOT, TIME, LATDEL, NUMDEL. © MCB UP Limited 2003 Customer service management Customer satisfaction Logistics Distribution management Brazil The past decade was marked in Brazil...