Grundlagen und Strategien der Service Excellence -- Service Excellence -- Insights into Service Excellence -- Competing in the Future: How Can Firms Nurture Service Superiority -- Integrierte Kundenorientierung als Treiber der Service Excellence -- Werteorientierungen von BWL-Hochschullehrern...

The world of business has always been considered quick and unforgiving, but it is certainly getting even quicker and less forgiving as we enter the new "millennium." New problems have given rise to new approaches while some, but not all, old problems yield new solutions. The theme of this volume...

This volume is a collection of papers on emerging concepts, approaches and ideas in information systems research. It examines theoretical and methodological issues related to both information systems development in general and the complexity of information systems as socio-technical systems. The...

Das Management enger Geschäftsbeziehungen zwischen Unternehmen oder Unternehmen und Konsumenten wird oft als Erfolgsfaktor propagiert. Als eigenständiges Forschungsgebiet hierzu hat sich das Relationship Marketing in den letzten Jahren fest etabliert. In dem vorliegenden Buch wird ein Fazit...

The focus of marketing is shifting away from transactional marketing and toward relationship marketing. Companies are beginning to recognize the economic value of stable, long-term customer relationships based on a high degree of customer satisfaction, trust, commitment, and loyalty. The book...