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Argues that customer service operations require independent, preferably annual, reviews which can becarried out via a customer service audit. Explains that such an audit can serve as an early warning system to identify any emerging problems before they become serious. Identifies the aspects...
Persistent link: https://www.econbiz.de/10014905726
The secret of a manager becoming effective in coaching or training individuals lies in personal attributes which will be respected and perhaps admired by the people involved in the training programme. Some of these qualities include knowledge and experience, they should be effective...
Persistent link: https://www.econbiz.de/10014936720
solution to practical concerns made IC more attractive to discourse consumers. By interesting and enrolling users in this … that discourse consumers extend beyond practice manager level to also include employees in lower level operational … discourse consumers to affect material intellectual capital practice.  …
Persistent link: https://www.econbiz.de/10014641125
Purpose – The purpose of this paper is to investigate the ways in which players and producers of promotional alternate reality games (ARGs) negotiate their commercial status, similar to the way in which Matt Hills (2002) argues fan communities negotiate their position within a commercial media...
Persistent link: https://www.econbiz.de/10014642934
online discussion boards. There has been little research into how consumers are using these services, especially general …
Persistent link: https://www.econbiz.de/10014671407
that consumers will react to commercial rumours in a homogenous manner. However, most marketing scholars involved in … background on choice of spokesperson to refute commercial rumours. The results of this experiment show that consumers from … rumours and their message. It is recommended that marketing personnel consider consumers’ and buyers’ core values when …
Persistent link: https://www.econbiz.de/10014674541
/dissatisfaction during critical service encounters in the context of interpersonal services in elaborate servicescape from consumers …, was collected from adult service consumers living in the national capital region of India. Findings – Dominant worker … collected only from adult service consumers living in the national capital region of India (urban area) with a minimum education …
Persistent link: https://www.econbiz.de/10014674737
consumers in the USA, the study investigated the inter-relationships among the various brand equity dimensions by structural … consumers, the research provides in-depth empirical evidence of the interactions among the brand equity dimensions. Since fast …
Persistent link: https://www.econbiz.de/10014674882
Purpose – Despite the importance of the diffusion of new products, there is not yet a single scale to measure consumer innovativeness and new product adoption behavior efficiently and effectively across countries. The purpose of this study is to examine the relationship between consumer innate...
Persistent link: https://www.econbiz.de/10014674954
consumers in a retail setting. Design/methodology/approach – Data was collected in a specialty wine store in Adelaide, Australia … occasions had an inverse relationship to the closeness of the relationship the wine consumers had with those with whom they may … consumers mindful of their specific perceived risks, and help reduce these uncertainties through the use of individualised RRS …
Persistent link: https://www.econbiz.de/10014675241