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Customer satisfaction: the historical perspective

Reis, Dayr; Pena, Leticia; Lopes, Paulo A. - In: Management Decision 41 (2003) 2, pp. 195-198

Successful firms are making a concerted effort to develop closer ties to their customers. However, the customer has not always been king. By describing the dialectic character of customer service and tracing it back in history, this paper provides some of the knowledge necessary to explain its...

Persistent link: https://www.econbiz.de/10014932361

Exclusive value and the pricing of services

Groth, John C. - In: Management Decision 33 (1995) 8, pp. 22-29

The exclusive value principle is one important factor determining the value of the service to the customer. High margins often result from the customer′s perceptions of “exclusive value”. Success depends on understanding and making decisions within the context of the customer′s psychic...

Persistent link: https://www.econbiz.de/10014933700

Successful Supply‐Chain Management

Stevens, Graham C. - In: Management Decision 28 (1990) 8

The supply chain is the flow of both information and material through a manufacturing company, from the supplier to the customer. Traditionally the flow of material has been considered only at an operational level, but this approach is no longer adequate. It is now essential for businesses to...

Persistent link: https://www.econbiz.de/10014933433

A unifying approach to management

Denton, D. Keith; Richardson, Peter - In: Management Decision 35 (1997) 5, pp. 398-403

Looks at what it takes to create effective organizations. States that they use some system for unifying the efforts, thoughts and actions of diverse groups within the organization. These organizations have a “unifying factor” that is clearly defined and has a well‐understood meaning...

Persistent link: https://www.econbiz.de/10014933844

The Real Strategic Issues versus Organizational Bureaucracy and Administrative Neatness

Piercy, Nigel F. - In: Management Decision 32 (1994) 4, pp. 5-8

Accuses management of repeatedly substituting bureaucracy and complex reporting and control systems for the things that … ineffectual, it is positively damaging to organizations. Short cases in the areas of quality management, customer satisfaction … management, and personal appraisal and development systems are given to support this argument. Concludes with a list of symptoms …

Persistent link: https://www.econbiz.de/10014933616

Value‐based marketing and its usefulness to customers

Walters, David; Lancaster, Geoff - In: Management Decision 37 (1999) 9, pp. 697-708

Examines the concepts of value and information in terms of management. Although changes in information technology are …

Persistent link: https://www.econbiz.de/10014934007

How to Improve Your International Customer Service

Dempsey, William; Lancioni, Richard A. - In: Management Decision 28 (1990) 3

affects the practical aspects of logistics and their relationship to customer service. Management′s main aim is to provide the …, management should be guided by three interrelated concepts – the total systems concept, the concept of cost trade‐offs, and the …

Persistent link: https://www.econbiz.de/10014934822

Enhancing the customer experience: contributions from information technology

Dawes, Jillian; Rowley, Jennifer - In: Management Decision 36 (1998) 5, pp. 350-357

Consumers in a wide range of contexts whether purchasing goods or services are increasingly using technology. The role of people in the delivery of services is diminishing as companies strive to lower costs and consumers become less inclined to wait or queue. Through a number of case studies,...

Persistent link: https://www.econbiz.de/10014933912

Customer Service: A Competitive Covenant

Wagner, William B. - In: Management Decision 27 (1989) 1

Customer service is a prerequisite for both developing and maintaining lasting buyer‐seller relationships. Long‐term benefits have been proved over time. As a strategic element of the marketing mix, it is no longer dismissed on the basis of cost. Customer service issues involved, including...

Persistent link: https://www.econbiz.de/10014934788

Measuring the variance of customer waiting time in service operations

Zhao, Xiaofeng; Hou, Jianrong; Gilbert, Kenneth - In: Management Decision 52 (2014) 2, pp. 296-312

Purpose – Waiting lines and delays have become commonplace in service operations. As a result, customer waiting time guarantee is a widely used competition strategy in service industries. To implement waiting time guarantee strategy, managers need to not only know the average of waiting time,...

Persistent link: https://www.econbiz.de/10014935039

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