Modern era of management has seen a rise in the level of customer engagement, which was not that much of importance earlier. Earlier, brands tend to compete on the products or service they offer. In the recent digital era, it is much more than what a brand has to offer. The emergence of digital...

This paper presents a study that explores consumers’ experiences with technology-assisted service encounters by investigating the applicability of Mick and Fournier’s paradoxes of technology adoption to the social media as distribution channel in tourism scenario. In-depth interviews were...

The research presented in this manuscript investigates consumers’ experiences with technology-related service encounters, through examining the validity of Mick and Fournier’s paradoxes of technology adoption to the social media as a marketing channel in tourism and its impact on business...

The purpose of this study, which drew upon an implementation model of information technology to apply a systematic strategy for services innovations in Taiwan's retailing industry. The two major differences between the business model before and after importing an information system were as...

The paper presents the differences in patient perception on healthcare services quality, on a sample of ten Romanian clinics. The global satisfaction evaluation was based on three analyzed variables, namely the perceived competence of physicians, the perceived competence of nurses, and the...

This paper attempts to critically examine the available literature on the subject, discuss a model that provides a managerial framework for analyzing the variables associated with customer value, and to identify potential research areas. The discussion draws conceptual impetus from new...

The paper presents the particularities of the logistics and supply chain management in the pharmaceutical industry and discusses the factors which influence drugs diffusion speed on the Romanian market. On the one hand, customer satisfaction, as an outcome of successful customer relationship...

Le document analyse a traver l'experience de certains producteurs et prestataires les caracteristiques de la commercialisation electronique et l'exercice des modalites de distribution qu'elle autorise. L'auteure tentera d'en tirer les consequences organisationnelles pour les prestaires de...

Service organizations try to control the service behavior of employees using formal guidelines, training and instructions. However, the specific actions that are performed during the service encounters are predominantly under the discretion of the individual frontline employee. Therefore, the...