..., often requiring lifestyle changes. In addition, and importantly, the customer's role in CDS extends beyond the face‐to‐face interaction and requires the consumer to comply with prescribed behaviors when away from the service provider. Design/methodology/approach The subjects were 243 female clients...

...Michael Leyer; Jürgen Moormann Purpose A major problem of operational control in the services industry is the integration of customers in the delivery process. The aim of this paper is to develop a method that allows service companies to evaluate the impact of customer integration on operational...

... that provides a frequent flyer program in Turkey. Nevertheless, the findings provide a fresh perspective on the opinions of Turkish frequent flyers about the quality of their particular program. Originality/value Although customer complaints have become increasingly common in many industries, research...

... (complaining to family members and friends without a word to the organisation) and customer defection were considered. The research also investigates the moderating effect of gender and income in this relationship. Design/methodology/approach Consisted of a survey of 218 randomly selected customers...

...William A. Drago This study investigates interrelationships between environmental sector volatility and influence of organisational stakeholders. Environmental sectors considered include economic, political, social, technological, and competitive. Stakeholder groups assessed are customers...

...Vassilios P. Filios A firm's human resources can be split into two groups, internal (employees) and external (customers, major suppliers/distributors, stockholders). Viewing each area as an investment, it is useful to identify, measure and separate costs into expense and asset components; thus...