Narrow search
Showing 1 - 10 of 65,465
Cover Image
Optimizing customer involvement : how close should you be to your customers?
Sampson, Scott; Chase, Richard B. - In: California management review 65 (2022) 1, pp. 119-146
Persistent link: https://www.econbiz.de/10014240176
Cover Image
The voice-to-technology (V2T) encounter and the call centre servicescape : navigation, spatiality and movement
Ellway, Benjamin P. W. - In: Journal of service management 25 (2014) 3, pp. 349-368
Persistent link: https://www.econbiz.de/10010384973
Cover Image
Retrospective: compatibility management : customer-to-customer relationships in service environments
Martin, Charles L. - In: The journal of services marketing 30 (2016) 1, pp. 11-15
Persistent link: https://www.econbiz.de/10011445595
Cover Image
Customer use of virtual channels in multichannel services : does type of activity matter?
Sousa, Rui; Amorim, Marlene; Rabinovich, Elliot; … - In: Decision sciences : DS 46 (2015) 3, pp. 623-657
Persistent link: https://www.econbiz.de/10011476317
Cover Image
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Cover Image
Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement
Bruhn, Manfred - 2010
– Ein Ansatz zur Integration des Entrepreneurial Managements in das Dienstleistungsmanagement -- Customer Value bei … Stauss ist Inhaber des Lehrstuhls für Allgemeine Betriebswirtschaftsleh-re und Dienstleistungsmanagement der …
Persistent link: https://www.econbiz.de/10014424897
Cover Image
Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement
Bruhn, Manfred (ed.); Stauss, Bernd (ed.) - 2010 - 1. Aufl.
Persistent link: https://www.econbiz.de/10003901859
Cover Image
The service-profit chain in call centre services
Chicu, Dorina; Aparicio-Valverde, Mireia; Ryan, Gerard; … - In: Journal of service theory and practice : JSTP 26 (2016) 5, pp. 616-641
Persistent link: https://www.econbiz.de/10011599111
Cover Image
Enablers of contact centre service excellence : a practioner's perspective
Surya Dharamdass; Fernando, Yudi - In: International journal of business excellence 11 (2017) 3, pp. 381-396
Persistent link: https://www.econbiz.de/10011734410
Cover Image
Design vs practice
Ellway, Benjamin - In: International Journal of Operations & Production Management 36 (2016) 4, pp. 408-428
Purpose – The purpose of this paper is to investigate how customer involvement in call routing affects the internal operations of the call centre service system by examining customer usability problems with the interactive voice response (IVR) system and the practices of agents used to...
Persistent link: https://www.econbiz.de/10014792004