This article represents the second in a series of articles on the topic of strategic deployment. In this installment the authors consider reasons underpinning the belief that organizations can and should implement only those initiatives which support a strategic plan. The article concludes that...

In today’s increasingly competitive market, it is important both to delight and to avoid disappointing the customers. Thus, it is of value to have a systematic process for obtaining feedback from the customers, not only as a basis for corrective action relating to current products, but also as...

This paper provides an overview of Fujitsu’s sense and response approach towards performance management. It is demonstrated using a case example of call center performance as part of Fujitsu Services. Call centers (or contact centers) are often used as case examples of how not to measure and...

Purpose – The study aims to extend satisfaction research by investigating potential gender and age effects on perceptions of satisfaction in a public service environment. Design/methodology/approach – Using the SERVPERF instrument, responses from a sample of 425 citizen‐customers are...

Purpose – The purpose of this paper is to investigate how perceived service quality, satisfaction and trust determine loyalty in e‐commerce settings at the level of construct dimensions. Design/methodology/approach – A survey method approach was used in this study. To test the...

Purpose – Customer relationship management (CRM) strategies rely heavily on the importance and performance of the attributes that define a service. The aim of this paper is first to investigate the asymmetric relationship between performance of service attributes and customer satisfaction, and...

Purpose – The purpose of this article is to develop a model for examination of the relations among attributes, benefits, customer satisfaction, trust, commitment, and customer behavioral loyalty in a marketing system. Design/methodology/approach – In order to observe the behavioral sequence...