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Process completeness: strategies for aligning service systems with customers' service needs
Piccoli, Gabriele; Brohman, M. Kathryn; Watson, Richard T. - In: Business horizons 52 (2009) 4, pp. 367-376
Persistent link: https://www.econbiz.de/10003865701
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A design theory approach to building strategic network-based customer service systems
Brohman, M. Kathryn; Piccoli, Gabriele; Martin, Patrick; … - In: Decision sciences : DS 40 (2009) 3, pp. 403-430
Persistent link: https://www.econbiz.de/10003885985
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Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an; Sharma, Piyush; Rai, Arun; … - In: Journal of service research : JSR 16 (2013) 3, pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
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Customer service in business‐to‐business markets: an agenda for research
Parasuraman, A. - In: Journal of Business & Industrial Marketing 13 (1998) 4/5, pp. 309-321
Drawing on insights from the extant service‐quality literature (which is dominated by an end‐consumer focus), this paper examines customer service in business‐to‐business markets. It first presents a typology of seller‐customer links and discusses the domain of customer service in...
Persistent link: https://www.econbiz.de/10014843346