... of service delivery (DyTSD) capabilities, to gain competitive advantage and performance in its internationalization efforts. Design/methodology/approach For empirical validation of the framework, developed through qualitative interviews, this study includes multi-cross-sectional data from twelve...

... their well-being, satisfaction and competitive advantage perceptions through co-creation. The study contributes to a line of research on successful voluntary value co-creation processes between consumers and a company. The integration of service-dominant logic (SDL), axiology of value (AOV) and SDT...

... is associated with differentiation and competitive advantage makes this a valuable approach for managing corporate performance. Originality/value Research from multi-disciplinary sources is synergised in order to develop an overarching servitisation agenda that transcends domain-based boundaries. This paves...

... by their perceived level of importance. Ideally, areas which contribute to a firm's competitive advantage will receive a higher priority and more resources. The assignment of the correct resources to the correct priorities can be a key differentiating factor between high‐ and low‐performing firms. Based on above...

... satisfaction and behavioural intentions, followed by the methodology. The results are discussed and finally, the conclusions, managerial implications and further research are outlined. Call centres Job satisfaction Retention Service industries Competitive advantage Mauritius...

..., thereby enhancing both market and financial performance of an organization. © Emerald Group Publishing Limited 2009 Knowledge transfer Competitive advantage Banking Organizational behaviour Generation and dissemination of information India Survival in a highly competitive...

...Timo Rintamäki; Hannu Kuusela; Lasse Mitronen Purpose The purpose of this paper is to develop a framework for identifying competitive customer value propositions in retailing. Design/methodology/approach The paper draws on existing literature on customer value and competitive advantage...

... determinant of customer retention and future patronage (Cronin and Taylor, 1992 ; Parasuraman et al., 1994 ; Gundersen et al., 1996 ; Kandampully and Suhartanto, 2000). Hotels that provide distinctive levels of superior service quality can thus create a sustainable competitive advantage...

... that is based on an expectation to provide quality service every time is unlikely to be feasible, since a “zero defect” approach to service management may not be entirely tenable (Hart et al., 1990). Service failures Innovation Competitive advantage Value added In today's globally...

...Zillur Rahman In today's competitive market, the purpose of a firm should be read as “creating loyal customers”. Therefore, for sustainable competitive advantage, a firm should be able to create and retain customers. One of the necessary conditions for this is that a firm's offerings must be able...

...K. Narasimhan A.   Gustafsson and M.D.   Johnson . Competing in a Service Economy: How to Create a Competitive Advantage through Service Development and Innovation . Jossey‐Bass , 2003 . 190 pp. , ISBN: 0‐7879‐6156‐6   £20.95 (hardback) © Emerald Group Publishing...

... to gain competitive advantage, and therefore developing a range of techniques to measure levels of service quality improvement. As stated earlier it is becoming increasingly difficult to measure customer satisfaction, and levels of quality offered within service industries, as all customers have...

... and that service firms can capitalize on these differences, by identifying them and designing appropriate operations and marketing strategies, leading to increased customer satisfaction and competitive advantage without increased operating costs. Vital to the success of any firm in today’s complex marketplace...

... schedules. Competitive advantage Customer satisfaction Customer service Many successful companies ‐ among them American Express Establishment Services, and Compaq Computer Corp., have become customer centred. It sounds good, but what does it mean? How has being customer centred helped...

... in a manner which exceeds the customer’s expectations. Defines the concept, demonstrates its value,describes how to measure it and how to design a strategy to accomplish it. © MCB UP Limited 1994 Competitive advantage Customer orientation Customer satisfaction Services can even define...

... of already mature markets will all conspire to make the 1990s more competitive than the 1980s. The need to achieve and sustain competitive advantage will be greater than ever and this is where quality will play a key role. The financial services factors I will now outline some of the key change factors...

... Triangle′. Sums up the benefits of such a workshop in evaluating service delivery. © MCB UP Limited 1991 COMPETITIVE ADVANTAGE COMPETITIVE STRATEGY CUSTOMER SERVICE SERVICE QUALITY ...