Cegarra-Navarro, Juan G.; Sánchez-Polo, Maria Teresa - In: The Service Industries Journal 29 (2007) 8, pp. 1135-1149
Listening to customers and translating what is heard into an action plan is a mark of a successful organization. This article suggests eListening as the core for the possibility of business performance and illustrates this suggestion with an empirical study. In order to achieve this, we examine...