Cover -- Title Page -- Copyright -- Contents -- How to Use This Book -- Introduction: Who Is This Guy? Why Should I Read This Book? -- How This Whole Thing Got Started -- Selling Is Helping, and I Love to Help People -- The Wake-Up Call -- Chapter 1 It Was Never about the Pen -- 60 Second...

Service Dominant Logic (SDL) has been the subject of great conceptual debate over the past years. We are now clearly at a crossroad where application is required to cement its practical relevance to the organization and its performance. This paper extends the SDL debate, as founded by Vargo and...

The present work investigates Customer Relationship Management (CRM) implementation and performance during the fiscal crisis in Greece based on an appropriate questionnaire. All acquired responses using the questionnaire are suitably analysed using advanced statistical techniques, and show that...

This paper studies a Markovian two-station tandem queueing network with impatient customers. Queueing networks with abandonment are common in many industries, e.g., call centers and healthcare. Therefore, their management has received much attention. The resulting model is a level-dependent...