... address in November 1999. Internet Computer privacy Computer security Customer care Imagine you are shopping in a traditional supermarket. All of a sudden you notice an attractive watch‐guard named “cookie” begins to follow you down the aisle. Depending on your situation you feel either...

... over the way in which they undertake service delivery tasks. Obviously, intermediate situations occur where moderate degrees of discretion are allowed to employees, leading to moderate levels of empowerment. Customer care Employees Empowerment Models Management literature is replete...

.... High margins often result from the customer′s perceptions of “exclusive value”[ 1 ]. Consequently the price the customer will pay can depend on your ability to alter the customer′s perceptions affecting exclusive value. © MCB UP Limited 1995 Customer care Customer satisfaction Customer...