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...

This paper presents the connection between logistics and customer service. The customer service is one the most powerful elements available of the organization in the search competitive advantage, but the least well managed. The message of this article is that performance of customer service...

This paper presents the logistics if source of competitive advantage. Logistics can offer a source of competitive advantage, such as a superior position compared to the competitors regarding cost reductions, service diversity and satisfaction of consumer requirements. The logistic activities...

Firms striving to achieve and sustain competitive advantage implement supply chain management (SCM) practices. It is reasoned that these practices significantly improve product quality and customer service level and increase market share and return on assets, and as a result, firms’...

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...

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...