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Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects
Steven, Adams B.; Dong, Yan; Dresner, Martin - In: Transportation Research Part E: Logistics and … 48 (2012) 4, pp. 743-754
The paper investigates the linkages between customer service, customer satisfaction, and firm performance in the US airline industry. In particular, the moderating effects of market concentration and firm dominance on the service–satisfaction–performance relationship are examined. Our major...
Persistent link: https://www.econbiz.de/10010755028
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Meta analysis of banking services in India: a customer centric approach
Verma, Sanjeev; Chaudhuri, Ranjan - In: International Journal of Financial Services Management 3 (2008) 3/4, pp. 216-222
The nature of banking in India is passing through a transformation, due to recent changes in economic, business, legislative, technological and social environments. The pattern of individual disposable income is also changing, with the increasing prosperity of the common man, the growing...
Persistent link: https://www.econbiz.de/10010668733
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Miele: il ruolo strategico della rete di assistenza
Marco, Raimondi - In: Micro & Macro Marketing (2012) 3, pp. 577-588
Miele is a well-known producer of domestic appliances, with a highand top-quality market positioning. As production is concentrated inGermany, the Italian branch is focused on distribution and customerservice. The service network is today one of the strategic assets for thebrand success. Miele...
Persistent link: https://www.econbiz.de/10010650582
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CUSTOMER SERVICE – THE IMPORTANT GOAL OF LOGISTICS
SCRIOSTEANU, Adriana; POPESCU, Daniela - In: Annals of University of Craiova - Economic Sciences Series 1 (2012) 40, pp. 55-60
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...
Persistent link: https://www.econbiz.de/10010627895
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Das Ombudsmannverfahren des Bundesverbandes deutscher Banken im Lichte von Kundenzufriedenheit und Kundenbindung
Körnert, Jan; Wolf, Cornelia - Fakultät Wirtschaftswissenschaften, Technische … - 2002
werden, ob sich die mit der Einführung des Ombudsmannverfahrens verbundenen Hoffnungen auf eine größere Kundenzufriedenheit …
Persistent link: https://www.econbiz.de/10009207037
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HERAUSFORDERUNGEN DES LANDHANDELS UNTER VERÄNDERTEN MARKTBEDINGUNGEN: THEORETISCHE ÜBERLEGUNGEN UND EMPIRISCHE EVIDENZ
Schulze, Birgit - Gesellschaft für Wirtschafts- und Sozialwissenschaften … - 2012
Kundenzufriedenheit empirisch überprüft. Eine Fokusgruppen-Diskussion mit Landwirten beleuchtet die landwirtschaftlichen Sichtweise auf … Landwirten aus Nord- und Nord-Ostdeutschland wird untersucht, welche Leistungen der Landhändler zu Kundenzufriedenheit führen und … zeigen, dass neben der Konditionenpolitik auch die Serviceprofilierung entscheidend für die Kundenzufriedenheit ist. Die …
Persistent link: https://www.econbiz.de/10011070466
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The (mis)representation of customer service
Bolton, Sharon C.; Houlihan, Maeve - In: Work, Employment & Society 19 (2005) 4, pp. 685-703
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...
Persistent link: https://www.econbiz.de/10010890494
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Executing A Customer Relationship Management Programme In An Emerging Market: An Empirical Approach
Taiwo, Akinyele Samuel; Kola, Olorunleke - In: Manager Journal 17 (2013) 1, pp. 46-54
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...
Persistent link: https://www.econbiz.de/10010945159
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Improving US airport taxicab services through governance arrangements
Wong, Dan; Baker, Douglas - In: Journal of Air Transport Management 40 (2014) C, pp. 126-131
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...
Persistent link: https://www.econbiz.de/10010931141
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PUSH THE RED BUTTON: LISTENING TO STUDENTS AT THE UNIVERSITY OF THE HIGHLANDS AND ISLANDS
Morrison, Iain; Sinclair, Kevin - International Institute of Social and Economic Sciences - 2014
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...
Persistent link: https://www.econbiz.de/10011210016