...Andreas Klein; Sven Horak; Henning Ahlf; Katrin Nihalani Purpose Research on the commitment to customer service (CCS) typically considers either trainable behavior or external stimuli such as financial incentives vital to CCS. Utilizing the cultural context of Confucian Asia, this study proposes...

... related to services (Chang and Chen, 2012). Such information will ultimately provide more choice to enrich task-oriented and relation-oriented customers’ service experiences and solve their problems with inefficient service encounters and distrustful relationships. When these involved customers realise...

...Professor Simone Guercini; Fotis Misopoulos; Miljana Mitic; Alexandros Kapoulas; Christos Karapiperis Purpose – In this paper the authors present a study that uses Twitter to identify critical elements of customer service in the airline industry. The goal of the study was to uncover customer...

... experiences. Modelling Operations management Management techniques Customer service Management science Spreadsheets An important initiative that many firms have undertaken for managing customer waiting time is the institution of waiting time guarantees (So and Song, 1998 ; Babad et al...

...Dayr Reis; Leticia Pena; Paulo A. Lopes Successful firms are making a concerted effort to develop closer ties to their customers. However, the customer has not always been king. By describing the dialectic character of customer service and tracing it back in history, this paper provides some...

... of service delivery. © MCB UP Limited 1998 Customer service Information technology Participation Service quality The service economy accounts for a significant proportion of employment in developed countries. Further, it can be argued that most producers are concerned to offer both...

...‐understood meaning throughout the organization. Reviews some of these unifying factors and the organizations that make them work. There may be no one best unifying factor but certain common components exist in all unifying factors. Posits that customer service, quality or even money can be a unifying factor...

... to illustrate the important points. © MCB UP Limited 1995 Customer care Customer satisfaction Customer service Service levels This is the second of a two‐paper series focusing on the pricing and sale of services. The first paper, “Important factors in the sale and pricing of services...

... for businesses to manage the supply chain in order to improve customer service, achieve a balance between costs and services, and thereby give a company a competitive advantage. Managers must work to integrate the supply chain – i.e. to ensure that all the functions and activities involved in the chain...

...William B. Wagner Customer service is a prerequisite for both developing and maintaining lasting buyer‐seller relationships. Long‐term benefits have been proved over time. As a strategic element of the marketing mix, it is no longer dismissed on the basis of cost. Customer service issues involved...