... (Pasmore, 1988 ; Hong et al., 2011). 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 and technical...

... in the most important sector of both developed and emerging economies. © Emerald Group Publishing Limited 2012 Service innovation Strategic framework Dimensions Process perspective Customer cocreation Innovation Customer service management The complex field of service innovation...

... Service experience Servicescape Value co‐creation Public transport Microethnography Customer service management Customer services quality Sweden Back in the early 1990s, Bitner (1992) introduced the concept of “servicescape”; a combination of service and landscape that denotes...

... and actors. © Emerald Group Publishing Limited 2012 Customer experience Service design Interaction design Customer service management Design Companies have embraced customer experience as a way to obtain sustainable competitive advantages (Shaw and Ivens, 2005), leading some...

... and the type of service on the customer's post‐recovery judgment of that service. Wen‐Hsien Huang can be contacted at: whh@dragon.nchu.edu.tw © Emerald Group Publishing Limited 2011 Consumer behaviour Benefits Service failures Customer service management Customer satisfaction...

... ; Oliva and Kallenberg, 2003 ; Gebauer et al., 2005 ; Malleret, 2006). Sabine Biege can be contacted at: sabine.biege@isi.fraunhofer.de © Emerald Group Publishing Limited 2010 Europe Customer service management Manufacturing industries Quantitative methods Management...

... can be contacted at: rferguson@jmsb.concordia.ca © Emerald Group Publishing Limited 2010 Personality Customer loyalty Health services Customer service management Consumer behaviour The concept of a service‐dominant logic views “service” as the fundamental basis of exchange...

... of the “golden rule” of customer service, managers must treat employees the way they want them to treat customers (Maxham and Netemeyer, 2003). But in the absence of process recovery, both customers and employees will be failed. Finally, negative spillover at the extreme can occur when the lack of internal...

... of confusion requires a personalized balancing of these countervailing forces, reflecting the circumstances and characteristics of the individual consumer. Internet Empowerment Electronic commerce Customer service management Consumer behaviour The internet driven information revolution...

...@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' perceptions and evaluations...

... of employees' brand identification, commitment and loyalty. © Emerald Group Publishing Limited 2009 Brand management Brand identity Brand loyalty Customer service management Service branding heavily relies on employees' actions and attitudes (de Chernatony and Dall'Olmo Riley, 1997...

... (Digman, 1990). Personality Nurses Health services Customer service management Customer relations Thailand Popular notions suggest that some people are better at some things than others and they can succeed even in the most difficult situation by virtue of their basic personality (Cran...

... 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 by increasing the number of service channels available to their customers...

... suggests an approach to innovation that complements conventional thinking in the new service development literature. The proposed framework can help to explain how and why certain new services emerge and why others do not in unexpected and unpredictable ways. Elder care Sweden Customer service...

.... Dana Yagil can be contacted at: dyagil@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...

... improvement Customer service management Business‐to‐business marketing This paper seeks to explore relationship quality as a dyadic perceptual concept in a business‐to‐business relationship setting. Since, the early 1980s quality in terms of how consumers perceive it has been at the core in service...

... shifts. This particular research is interested in investigating what the key management responsibilities are in managing call centres and the key performance indicators (KPIs) used in managing call centres. Call centres Quality indicators Performance measures Customer service management...

... Publishing Limited 2006 Employee involvement Service operations Profit Customer service management Service climate A wealth of thought over the years has developed as evidence of our pursuit of the service imperative aimed at successfully identifying and fulfilling customer needs: total...

... into an “acceptance” factor and content is represented by “relevance” to the consumer. Service quality assurance Customer service management Marketing communications Traditionally, advertising and marketing communication have been considered in general as sales‐generating functions. In a service...

... (or potential) customers and then transferred within the organization. Customer involvement especially devoted to service research is preached but not practised. © Emerald Group Publishing Limited 2004 Customer service management Market orientation Market research Customer information...