...@Utoledo.Edu © Emerald Group Publishing Limited 2014 Lean manufacturing Empirical study Performance outcomes Customer service management Customer-oriented performance measures Order winning criteria Strategic customer service orientation Socio-technical system theory Organizational...

... affects both employees and customers, and is built on three environmental dimensions: © Emerald Group Publishing Limited 2012 Service experience Servicescape Value co‐creation Public transport Microethnography Customer service management Customer services quality Sweden Back...

... to rethinking service innovation. © Emerald Group Publishing Limited 2012 Service innovation Strategic framework Dimensions Process perspective Customer cocreation Innovation Customer service management The complex field of service innovation represents a cross‐road for various...

... of customer experience we followed a model‐based approach, which combined several multidisciplinary contributions. © Emerald Group Publishing Limited 2012 Customer experience Service design Interaction design Customer service management Design Companies have embraced customer...

... Consumer behaviour Benefits Service failures Customer service management Customer satisfaction It is widely recognized that no service system is perfect. Even the best service providers sometimes suffer from problems with service delivery. When such errors cause performance to fall below...

... orientation. We thus derive the following hypothesis: H1. Service infusion in a manufacturing firm depends on the firm's level of strategic service orientation. Some other aspects have received less explicit attention in past research. Europe Customer service management Manufacturing...

... intentions and subsequent behaviors (Bagozzi, 1992). Personality Customer loyalty Health services Customer service management Consumer behaviour © Emerald Group Publishing Limited 2010 Ronald J. Ferguson can be contacted at: rferguson@jmsb.concordia.ca Consistent...

... effectively constitutes the most critical component of a reputation for excellent (or poor) service for a broad range of industries (Johnston, 2001b). Customer service management Service failures © Emerald Group Publishing Limited 2009 To explain why service recovery management fails...

.... Angus Laing can be contacted at: a.w.laing@lbss.gla.ac.uk © Emerald Group Publishing Limited 2009 Internet Empowerment Electronic commerce Customer service management Consumer behaviour The internet driven information revolution is frequently cited as one of the key factors (re...

... Limited 2009 Brand management Brand identity Brand loyalty Customer service management H3. Internal branding has a positive impact on employees' brand loyalty. Internal branding has recently been proposed as an enabler of an organisation's success in delivering the brand...

... be contacted at: inger.roos@ihroos.fi © Emerald Group Publishing Limited 2009 Consumer behaviour Customer relations Telecommunications Customer service management Emotions have been the focus in marketing literature for some time and has mostly been considered connected to customers...

... Limited 2009 Elder care Sweden Customer service management Technology led strategy Service systems The concern of this paper is the process of innovating new technology‐based service systems [1] . The “new service development” literature has paid little attention to such innovation...

... the impact of nurses' perceptions of service climate and organizational commitment. Paul G. Patterson can be contacted at: p.patterson@unsw.edu.au © Emerald Group Publishing Limited 2009 Personality Nurses Health services Customer service management Customer relations Thailand...

... survey: Harold Cassab can be contacted at: h.cassab@auckland.ac.nz © Emerald Group Publishing Limited 2009 Customer service management Customer service quality Customer relations Driven to generate value‐in‐use, many organizations have become multi‐channel service providers...

...@research.haifa.ac.il © Emerald Group Publishing Limited 2008 Stress Customer service management Burnout, which is common in the service professions, manifests itself as a syndrome involving emotional exhaustion, depersonalization, and a reduced sense of personal accomplishment (Maslach, 1982...

... and details as well as viewing the phenomenon as a complex system. © Emerald Group Publishing Limited 2008 Quality Quality improvement Customer service management Business‐to‐business marketing This paper seeks to explore relationship quality as a dyadic perceptual concept...

... al. (2000) . Call centres Quality indicators Performance measures Customer service management Managers of call centres face many challenges. They are responsible for operations that are capital intensive, with a high demand for continual investment to keep up with rapid...

... & Production Management. The results of this examination call into question the generalizability of the conclusions of the exploratory study using a larger data set in the same business sector and continent. Employee involvement Service operations Profit Customer service management Service climate...

... of communication on one hand and on the empirical findings of differences in digital interactive media on the other hand. © Emerald Group Publishing Limited 2005 Service quality assurance Customer service management Marketing communications Traditionally, advertising and marketing...

... HOST, and Emerald) on customer involvement in new service development, as well as related notions and research areas. Customer service management Market orientation Market research Customer information Learning Sweden Market‐oriented companies have mainly focused on satisfying...