...David J. Finch; Gashaw Abeza; Norm O’Reilly; Carola Hillenbrand Purpose The purpose of this paper is to examine the drivers of independent sales contractor (ISC) performance. As independently contracted sales agents, the ISC model is a growing method of non-permanent employment utilized in many...

...Hulda G. Black; Leslie H. Vincent; Steven J. Skinner Purpose – This paper aims to examine the relationship between customer networks and intercustomer social support, through the theoretical lens of service dominant logic (SDL). Co-creation and objective performance objectives are analyzed...

... that superior intentional performance for consumer service firms combines firm‐specific resources and capabilities, such as market orientation, service quality, cultural sensitivity, international communicational activities, partnerships and networks, with country‐specific resources and capabilities...

...Brendan J. Gray; Sheelagh Matear; Philip K. Matheson Although there are a growing number of studies which have investigated links between market orientation and performance in service firms, there has been limited research which compares the market orientations of goods and service firms...

... 1990 Communications Customer service Employee attitudes Performance Service quality COMMENTARY HOW TO STOP FIRING YOUR CUSTOMERS Jerry Plymire The focus in service quality has been on creating an awareness that certain employee behaviors are more attractive to customers than others. We...

... to meet customers′ needs, measuring and rewarding employees′ efforts. © MCB UP Limited 1990 Improvement Performance Service Service quality Company Study FIVE STEPS TO SERVICE EXCELLENCE Craig Cina Achieving service excellence is a formidable challenge but not an insurmountable one...