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Service quality planning for freight distribution with time windows in large networks
Deflorio, Francesco P.; Gonzalez-Feliu, Jesus; Tadei, … - HAL - 2009
This paper introduces a methodology whose aim is to evaluate how the quality of a freight distribution service with time windows, which operates on a given road network to satisfy a number of requests, affects the total cost of the distribution service . The result of a service quality setting,...
Persistent link: https://www.econbiz.de/10010899836
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Internal marketing as a new alternative for the service employees' performance: an empirical study
Bellaouaied, Myriam; Gam, Abdelkader - HAL - 2011
The increasing importance of relational marketing in the service sector as underlined by several authors and particularly by Berry (1983) culminates in a new marketing orientation toward internal marketing, even suggesting a significant impact of the latter on service quality perception. Several...
Persistent link: https://www.econbiz.de/10011025838
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Front-line Employee versus Customer Perceptions of Quality Attributes
Julien, Anne; Tsoni, Christina - HAL - 2013
In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of front-line employees (FLEs) in improving the service experience. Few studies, however, have simultaneously examined the quality perceptions of each group. Do FLEs perceive...
Persistent link: https://www.econbiz.de/10011026035
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RELATIONSHIP MARKETING OF SERVICES: AN ANALYSIS OF SERVICE QUALITY AND SERVICE ENCOUNTERS THROUGH RELATIONAL NORMS -A DYADIC APPROACH BETWEEN BANK ACCOUNT MANAGERS AND SMES -
Prim-Allaz, Isabelle - HAL - 1999
The combined pressures of desintermediation, deregulation, and industrial restructuring have helped to redefine the nature and importance of bank-client relationships (Schell, 1996). Directors or treasurers of companies often recognize that their relationship is with the bank account manager,...
Persistent link: https://www.econbiz.de/10008790421
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The quality process as a management tool for public transport operators. The example of the EFQM Model through the franchise bidding process in the United Kingdom
Piraux, Jérémy - HAL - 2008
The quality process is a fashionable concept in public transport. Operators try to improve service quality and customer satisfaction, while public authorities impose the implementation of new quality processes in franchise contracts. EFQM differs from other quality models because of its global...
Persistent link: https://www.econbiz.de/10008792823
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Strategic Interactions in Environmental Regulation Enforcement: Evidence from Chinese Provinces
Renard, Mary-Françoise; Xiong, Hang - HAL - 2012
towards China's decentralization of environment policy implementation as well as its fiscal arrangements. …
Persistent link: https://www.econbiz.de/10009651572
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Determinants of FDI into China and Vietnam: A comparative study
Pham, Thi-Hong-Hanh - HAL - 2012
Since the inception of economic reforms, China in 1978 and Vietnam in 1986, both countries have become successful … between China and Vietnam?" through a comparative study of the FDI determinants. In other words, this paper revisits the … determinants of FDI into China and Vietnam by employing an augmented gravity model and using a panel dataset containing information …
Persistent link: https://www.econbiz.de/10009651580
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The world upside down
Fabre, Guilhem; Grumbach, Stephane - HAL - 2012
R&D and innovation have become much more strategic than ever before for the growth of China as well as for its global … perspective explaining the legacy of the past in today's choices. In the second part, we illustrate China's catching up strategy …
Persistent link: https://www.econbiz.de/10009654257
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Return migrants : The rise of new entrepreneurs in rural China
Démurger, Sylvie; Xu, Hui - HAL - 2011
rural household survey conducted in Wuwei county (Anhui province, China) in 2008. We apply two complementary approaches : a …
Persistent link: https://www.econbiz.de/10009323941
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Earnings Differentials between the Public and Private Sectors in China: Exploring Changes for Urban Local Residents in the 2000s
Démurger, Sylvie; Li, Shi; Yang, Juan - HAL - 2012
This paper analyzes the changes in public-private sector earnings differentials for local residents in urban China …
Persistent link: https://www.econbiz.de/10009323945