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Seeking the perfect customer experience : a case study of British Telecom
Ojiako, Udechukwu; Maguire, Stuart - In: Strategic change : SC ; briefings in entrepreneurial finance 18 (2009) 5/6, pp. 179-193
Persistent link: https://www.econbiz.de/10003872548
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A empirical study of a novel managing customer power model and business performance in the mobile service industry
Alotaibi, Youseef; Liu, Fei - In: Business process management journal 20 (2014) 6, pp. 816-843
Persistent link: https://www.econbiz.de/10010432347
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Using a business game concept to enhance servitization : a longitudinal case study
Laine, Teemu; Paranko, Jari; Suomala, Petri - In: Managing service quality : MSQ ; an international journal 22 (2012) 5, pp. 428-446
Persistent link: https://www.econbiz.de/10009681580
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Dual focus : service-product orientation to manage the change paradox following servitization strategy
Zighan, Saad; Abualqumboz, Moheeb - In: Service business 16 (2022) 1, pp. 29-55
Persistent link: https://www.econbiz.de/10013172548
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A re-examination of the antecedents and impact of customer participation in service
Wu, Cedric Hsi-jui - In: The service industries journal 31 (2011) 5/6, pp. 863-876
Persistent link: https://www.econbiz.de/10009127886
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Achieving patient (aka customer) experience excellence : lessons from a successful cultural transformation in a hospital
Dishongh, Rhonda (contributor) - 2014
1. Begin to spark -- 2. Personalize to motivate -- 3. Serve to lead -- 4. Connect to engage -- 5. Fail, then account -- 6. Succeed then recognize -- 7. Inject fun to release pressure -- 8. Measure to coach -- 9. Action program spirit to achieve excellence -- 10. Get help to be independent.
Persistent link: https://www.econbiz.de/10014498085
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Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien; Holvoet, Sofie - In: Journal of service theory and practice 34 (2024) 2, pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
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Perceived value, reputation, trust, and switching costs as determinants of customer retention
Milan, Gabriel Sperandio; Eberle, Luciene; Bebber, Suélen - In: Journal of relationship marketing : innovations & … 14 (2015) 2, pp. 109-123
Persistent link: https://www.econbiz.de/10011304645