... and using the concept, they observed actual processes of overcoming the challenges of servitization. Servitization Business game concept Change management Customer awareness Quality management Servitization (Vandermerwe and Rada, 1988) represents a timely strategic choice for manufacturers...

... to be multidimensional and longitudinal in its nature. Reputation Retailing services Quality management Customer service management Corporate image A favourable corporate reputation is an effective mechanism for maintaining or gaining a competitive advantage (Fombrun and Shanley, 1990) A good reputation...

... if you were not provided with the possibility of managing your bank transactions via your mobile phone?” © Emerald Group Publishing Limited 2011 Quality management Classification Critical incident technique Marketing models Customer satisfaction Since its introduction...

... SERVQUAL Quality management Transport industry Greece 1. Level of security/safety felt when in servicescape's area. Coherence and order act as magnifiers of positive evaluations by the customer (Kaplan, 1987) and allow the senses to interact freely with the environment. As a background...

... and order‐related customer service issues for inbound order‐entry calls (originated by the customers – largely retailers and/or distributors). Call centres Problem based learning Quality management Customer service management Customer satisfaction Numerous studies have considered...

...Åsa Rönnbäck; Lars Witell Purpose The purpose of this paper is to investigate, by reviewing the literature, the relationship between quality management and business performance with a comparison between manufacturing and service organizations. Design/methodology/approach This meta‐analytic...

... on the combination of multicriteria analysis and non‐parametric statistics. The main advantage of these methods is that they respect the qualitative (ordinal) form of collected survey data. © Emerald Group Publishing Limited 2007 Internet Quality management Customer satisfaction Greece Internet...

...K. Narasimhan D.C.S.   Summers . Quality (4th ed.) . Pearson Prentice Hall , 2005 . 832 pp. , ISBN: 0‐13‐118931x   £50.99 (hardback) © Emerald Group Publishing Limited 2007 --> Quality Quality management Quality systems Quality costs Quality improvements...

...Stefan Lagrosen; Yvonne Lagrosen Purpose The purpose of the paper is to discover quality dimensions for the health‐and‐fitness industry and to examine the salient aspects of the quality‐management practices of organisations in this industry. Design/methodology/approach The research...

... dimensions of service quality differently and in addition focus on commonalities to introduce quality initiatives in the Balkans. © Emerald Group Publishing Limited 2006 Banks Customer services quality Quality management Despite the rapidly growing activity of trading and investment...

...Prasanta Kumar Dey; Seetharaman Hariharan; Naomi Brookes Purpose The purpose of this paper is to develop an integrated quality management model that identifies problems, suggests solutions, develops a framework for implementation and helps to evaluate dynamically healthcare service performance...

...: The Heart of CRM . 2005 . 310 pp.   $39.95 1st edition © Emerald Group Publishing Limited 2006 --> Customer relations Complaints Quality management Bernd Stauss and Wolfgang Seidel have succeeded in providing us with a brilliant, comprehensive and detailed treatment...

...David Ballantyne Jarmo R.   Lehtinen . Customer Relationship Management: Creating Competitive Advantage through Win‐Win Relationship Strategies . Singapore : McGraw‐Hill   2001 . © Emerald Group Publishing Limited 2005 --> Quality management Marketing...

... customer satisfaction and sustaining structures. Originality/value This paper provides an important conceptual framework for evaluating the relationships between customer satisfaction and sustaining structures. SERVQUAL Customer satisfaction Quality management Customer service quality ©...

... Quality management Services In this paper the main issue is to extend the use of process mapping to information systems. Information systems are important today in nearly every business process because almost every step in a business process is supported by information systems (Liautaud...

... of the professional service provider and is associated with advice, diagnostic ability, discretion and knowledge. Professional services Quality management The digital era of trade and commerce is now well underway, with many organisations doing business on the World Wide Web (WWW) as a matter of routine...

... use both these two models equally. This corresponds with the finding that ISO 9000 produces better results in the manufacturing sector whereas The Swedish Quality Award produces better results in the service sector. Generally, the indication is that quality management is most successful...

... the following sub‐steps: © MCB UP Limited 2003 Quality management Modelling Virtual organizations Global competition has brought manufacturing into a new era. To cope with the tremendous changes in the way that organizations conduct business as a result of the advanced developments...

...Bishnu Sharma; David Gadenne This paper investigates similarities and differences in total quality management practices across different industry groups such as the service, manufacturing, and construction industries. The study also investigates the relationship between the quality management...

... resources to increase the levels of the attributes of services quality that would be valued by customers. © MCB UP Limited 2002 Customer requirements Service quality Quality systems Quality management The quest for ensuring consumer satisfaction has been widely held as the key...