... 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...

... it in a condensed and easy-to-digest format. © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Customer service Consumer behavior Fashion retailing Omnichannels For many of those involved in business, while the mantra “the customer is king...

... bottom line. Sales management Customer service Performance improvement Organizational strategy There are various aspects to having an effective strategic approach to dealing with breakdowns in the service you offer. Firstly, just having a strategy has an influence on the customer – i.e...

... Limited 2014 Social media Sentiment analysis Customer service History is littered with inventions that proved to have a lasting impression on society. In recent times, few can compare with the Internet in that respect. And the emergence of Web 2.0 technologies has raised its...

.... Banking industry Customer service Job burnout Employee behaviour Performance levels Organizational behaviour. This article reviews “Does hope moderate the impact of job burnout on frontline bank employees’ in-role and extra-role performances?” by Ugur Yavas, Emin Babakus and Osman M. Karatepe...

...G.J. Lee © Emerald Group Publishing Limited 2012 --> Customer service Customer service High-performance human resource management Organization size Organization size Training Article Type: Abstracts From: Strategic Direction, Volume 28, Issue 11 Lee G.J...

... © 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. Hotels Customer service Customer satisfaction Problem solving Professional research © Emerald Group Publishing Limited 2004 Consider these accolades: 14 properties...

..., and core products and service, at the beginning and remains true to that belief 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...

... 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 in business. But try telling it to David G. Neeleman, the 44‐year‐old CEO of US budget airline JetBlue...

... and an entrepreneur respectively) who believe that the concept of customer service should no longer feature in your organizational strategy. OK, so customer satisfaction does not matter to investors, CEOs or managers, but surely the marketers will care about this concept, after all...

... satisfaction Customer service FTD is run through Frontier Bank’s national call center and, back in June 1997 (when the research was conducted), comprised 16 full‐ and part‐time staff. The FTD customer service teams were charged with “looking after the customers in every respect.” There was no formal...