... and places the articles in context. Findings Strong customer service can be a distinction between firms in highly competitive industries, influence customer repurchase behavior, and increase customer loyalty. In the article by 2025 ), the author builds a comprehensive analysis of the original SERVQUAL...

... in repeat purchases. Customer service Consumer behavior Fashion retailing Omnichannels For many of those involved in business, while the mantra “the customer is king” is undoubtedly true, there are many times when they wish it was not. Take, for example, the plight of retailers trying...

..., strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format. © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Sales management Customer service...

.... , Kapoulas, A. and Karapiperis, C. (2014), “ Uncovering customer service experiences with Twitter: the case of airline industry ”, Management Decision , Vol. 52 No. 4 , pp. 705 - 723 . Social media Sentiment analysis Customer service History...

...–life balance. © Emerald Group Publishing Limited 2014 Banking industry Customer service Job burnout Employee behaviour Performance levels Organizational behaviour. Hope is such a small word, but such an important one. It can be the difference between finding a way to make...

... and customer service among 735 firms. Unique elements include the placement of training within an overall high-performance HR system, customer service as an outcome, and the South African context. The benefits of training for customer service do increase significantly with firm size, with substantial benefit...

... © Emerald Group Publishing Limited 2007 --> Customer service Financial services Forecasting Internet United Kingdom Netting profits (internet financial services) Birch D.  Financial World, November 2006, Start page: 18, No. of pages: 3...

.... Findings The article explains why the company mounted a major initiative to improve their quality of customer service from “good” to “great”. Supported by business theory, Willmott details how he brought in Cape Consultancy and an initiative that centered on Key Relationship Builders, which aimed...

... in the service category to have won the Malcolm Baldrige National Quality Award twice. Unsurprisingly, customers come back. © Emerald Group Publishing Limited 2004 Hotels Customer service Customer satisfaction Problem solving Professional research Consider these accolades: 14 properties...

... in appropriate targeting today. Computer industry Leadership Morale Corporate culture Customer service Asked about the day‐to‐day command of the giant Dell Inc. empire, entrepreneur and founder Michael S. Dell said of his close associate Kevin B. Rollins: “This company is much stronger when...

... luxuries previously considered mutually exclusive to the payment of low fares. © Emerald Group Publishing Limited 2004 Airlines Budget airlines Cost management Customer service We are often told that before we can run we must learn to walk. That’s sound advice, particularly...

... and an entrepreneur respectively) who believe that the concept of customer service should no longer feature in your organizational strategy. © MCB UP Limited 2003 Customer satisfaction Customer service Investment Customer satisfaction is dead. It is no longer important in business – not to the CEO...

... and would cost about £155.00 to maintain a year. They also knew they wanted business customers who were cash‐rich but cost‐sensitive. © MCB UP Limited 2002 Customer loyalty Banking United Kingdom Customer satisfaction Customer service When Frontier Bank (not its real name) set up its...