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Customer Service Quality and Incomplete Information in Mobile Telecommunications : A Game Theoretical Approach to Consumer Protection
Lopez, Rafael; Perez Amaral, Teodosio; Garín Muñoz, Teresa - 2012
There is growing evidence that low-quality customer service prevails in the mobile telecommunications industry. In this paper we provide theoretical support to this empirical observation by using simple game theoretical models where inefficient low-quality service levels are part of an...
Persistent link: https://www.econbiz.de/10014040056
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The impact of using kiosk on enterprise systems in service industry
Chen, Jengchung V.; Yen, David; Dunk, Kimberly; … - In: Enterprise information systems 9 (2015) 7/8, pp. 835-860
Persistent link: https://www.econbiz.de/10011389972
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Measuring customer service in a private hospital
Bisschoff, Christo; Clapton, Hannes - In: Problems and perspectives in management : PPM ; … 12 (2014) 4, pp. 43-54
Persistent link: https://www.econbiz.de/10010511554
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Improving service quality through managing customer contact : case of airlines
Hwang, Su-Young; Choung, Eun-Mi; Boo, Je-Man; Kim, … - In: International journal of productivity and quality … 15 (2015) 2, pp. 203-214
Persistent link: https://www.econbiz.de/10011376522
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The impact of service delivery system effectiveness on service quality : a hierarchical apporach
Lodorfos, George; Kostopoulos, Giannis; Kaminakis, Kostas - In: International journal of business performance management 16 (2015) 2/3, pp. 169-181
Persistent link: https://www.econbiz.de/10011317304
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Customer behaving badly!
Ang, Lawrence; Koslow, Scott - In: Advances in industrial and labor relations 19 (2012), pp. 181-207
Persistent link: https://www.econbiz.de/10009746039
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Female customers' expectation of the service offering and their perception of the service quality in an emerging clothing market
Erasmus, Alet C.; Grabowski, Andrea - In: International journal of consumer studies 37 (2013) 1, pp. 2-12
Persistent link: https://www.econbiz.de/10009713929
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Script usage in standardized and customized service encounters : implications for perceived service quality
Victorino, Liana; Verma, Rohit; Wardell, Don G. - In: Production and operations management : an international … 22 (2013) 3, pp. 518-534
Persistent link: https://www.econbiz.de/10009760480
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A critical evaluation of US airlines’ service quality performance : lower costs vs satisfied customers
Yayla-Kullu, Hesna Muge; Tansitpong, Praowpang - In: Journal of management and strategy : JMS 4 (2013) 4, pp. 1-11
Persistent link: https://www.econbiz.de/10010227126
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Customer loyalty development : the role of switching costs
Stan, Valentina; Caemmerer, Barbara; Cattan-Jallet, Roxane - In: The journal of applied business research 29 (2013) 5, pp. 1541-1554
Persistent link: https://www.econbiz.de/10010198085