The growth of service work has introduced the customer as a third party to the employment relationship. Yet dominant images of customer relations portray docile service workers offering de-personalized care to sometimes aggressive but otherwise not much more agential customers. This paper seeks...

Retail financial services in all markets, including emerging markets, are undergoing major transaction, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management in particular, are crucial to attaining a sustainable competitive...

Most airports internationally have implemented customer satisfaction programs into their operations to increase non-aeronautical revenues. In the US, taxicabs are an essential airport transport mode given the limited public transport options available. Effective airport taxicab planning efforts...

How do I make my voice heard? The University of the Highlands and Islands in Scotland covers an area the size of Belgium, with a population the size of Brussels. The 13 partner colleges and over 50 local learning centres operate in some of the most remote areas of Western Europe. There are...

From June 2012 continuous scheduled air services have begun at the Debrecen International Airport between the destinations London-Luton and Debrecen, which is a milestone on the increase of passenger numbers. Thanks to the new WizzAir flight route the airport’s passenger traffic and the number...

Consumers and institutional buyers are becoming more demanding and expect a higher level of service. Firstly, a satisfied customer can become a source of acquiring new customers at no additional cost. Secondly, the service loyalty is generally cheaper. Should be remembered that low standards of...

Using data on mobile phone handset sales from a single retail store, we examine the impact of different retail responsibility designations and vertical contracts on seller service provision, firm profitability, and social welfare. During our sample, this store switched from retailer-managed...

Delivering superior customer service is as important as delivering superior patient care. To survive in this economy, organizations need to differentiate themselves from their competitors. They need to have customer feedback in order to implement the strategies needed to increase organizational...

This paper identifies important changes in the Portuguese healthcare industry such as the ownership of healthcare providers, meaning that profit-oriented organisations are currently entering into an industry, which was traditionally dominated by public services. At the same time customers are...

Customer Service levels in the Australian water industry.