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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

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

Front-line Employee versus Customer Perceptions of Quality Attributes

Julien, Anne; Tsoni, Christina - HAL - 2013

services context where financial advisors and customers were asked to answer the same set of questions about customer …

Persistent link: https://www.econbiz.de/10011026035

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

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

The rationality of expectations formation and excess volatility

Davila, Julio - HAL - 2008

expectations in the sense that any other expectations justifying his choices imply a smaller likelihood for the history he observes … with limited memory, then there are rationally formed expectations equilibria exhibiting an excess volatility that no … rational expectations equilibrium can match. Given that the limited records or finite memory case may arguably be the relevant …

Persistent link: https://www.econbiz.de/10010750627

Does soft information matter for financial analysts' forecasts? A gravity model approach

Breton, Régis; Galanti, Sébastien; Hurlin, Christophe; … - HAL - 2011

We study whether the financial analysts' concern to maintain good relationships with firms' managers in order to preserve their access to 'soft' qualitative information entice them to issue pessimistic or optimistic forecasts. We use a gravity model approach to firmsanalysts relationships and...

Persistent link: https://www.econbiz.de/10010899519

Arbitrage and price revelation with private beliefs

Boisdeffre, Lionel De - HAL - 2012

-1979) classical, but restrictive, assumptions of rational expectations and perfect foresight. It deals with sequential financial …

Persistent link: https://www.econbiz.de/10010635092

Expectation Formation and Social Influence

Karpf, Andreas - HAL - 2014

This article investigate the role of social influence for the expectation formation of economic agents. Using self-organizing Kohonen maps the repeated cross-section data set of the University of Michigan consumer survey is transformed into a pseudo panel allowing to monitor the expectation...

Persistent link: https://www.econbiz.de/10011025552

Fiscal rules vs. political culture as determinants of soft budget spending behaviors

Josselin, Jean-Michel; Padovano, Fabio; Rocaboy, Yvon - HAL - 2012

rules and institutions they face. This allows to proxy the bailout expectations in both countries and their role in … determining soft budget spending behaviors. A larger impact of expectations is taken as evidence of greater discretion in fiscal … soft budget constraints and bailing out expectations are a quantitatively important component of local government spending …

Persistent link: https://www.econbiz.de/10010735041