empirical measurement of EV of customers through a collaborative case study analysis of business‐to‐business relationships in … customers was a customer portfolio review which led to changes in their relationship marketing strategies and improvements in … the risk of their customers.  …

creative endeavour on the part of the management and employees of a business – and that wealth will only be created for … shareholders if management delivers financial performance that exceeds market expectations. This requires the successful …

messaging and manage corporate reputation. Other stakeholder groups, particularly employees and customers, have become empowered … the expectations of both employees and customers, the two most contributory groups in building brand strength. Originality … leverage human capital in order to maintain and grow brand and reputation.  …

Addresses an actual problem of assigning customers to employees in a mail order firm. The management of the firm groups … customers based on the first letter of the last name. To make assigning responsibility for handling customer orders easier …, management specifies that no letter group can be broken up. In other words, all customers with last names beginning with the same …

used which integrated employee responses with customer responses. A total of 186 employees and 1,117 customers participated …/implications – Although the design of the research utilized data from both customers and employees from several restaurant outlets in the USA …. This is important as the few studies that attempted to explain the effect of CO on customers' experience through mediating …

This study examined perceptual similarities and differences between customers and employees in terms of critical … service incidents. Specifically we explored the extent to which customers and employees were similar or different in summary …. Results revealed that customers and employees had both similar and different views depending on the ultimate outcome of the …

the employee, and identifies six factors as important antecedents. Also studied are the customers' cognitive and emotional …

. Practical implications – If companies know what customers expect, contact employees may be trained to adapt their behavior to … contact employees should behave and which qualities they should possess. The study also aims to explore the comparability of … their customers' underlying expectations, which should have a positive impact on customer satisfaction. For this purpose …

level management in the service industry must take an active role in recruiting employees who are confident in their …