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Outsourcing, Offshoring - Service Offshoring: Bane or Boon and What to Do?
Brainard, Lael; Litan, Robert - In: CESifo Forum 5 (2004) 2, pp. 3-7
Persistent link: https://www.econbiz.de/10005013153
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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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Impact of Support Services on End-users’ Satisfaction
VANDAELE, D.; GEMMEL, P. - Faculteit Economie en Bedrijfskunde, Universiteit Gent - 2005
Research paper<br> Purpose<br> Despite the increased outsourcing of support services and their growing impact on the business industry, academic research on support services is not extensive. The purpose of this study is to examine the impact of support services on the satisfaction of end-users – i.e....
Persistent link: https://www.econbiz.de/10004983186
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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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Die Balanced Scorecard als Basis einer Customer Care Scorecard zur Konzeption einer systematischen Kundenpflege
Klein, Nicole - Wirtschaftswissenschaftlichen Fakultät, … - 2009
Die wirtschaftliche Entwicklung der letzten Zeit hat gezeigt, wie schwierig es für die Unternehmen ist, langfristigen Erfolg zu gewährleisten. Nachdem in der Vergangenheit die meisten Faktoren innerhalb der Firmen wie beispielsweise Kosteneinsparungen oder Prozessoptimierung bereits auf dem...
Persistent link: https://www.econbiz.de/10009149276
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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