Similar Search Results

Exclusive value and the pricing of services

Groth, John C. - In: Management Decision 33 (1995) 8, pp. 22-29

The exclusive value principle is one important factor determining the value of the service to the customer. High margins often result from the customer′s perceptions of “exclusive value”. Success depends on understanding and making decisions within the context of the customer′s psychic...

Persistent link: https://www.econbiz.de/10014933700

Image problems with financial services: some considerations for improvement

Davies, Mark - In: Management Decision 34 (1996) 2, pp. 64-71

The complexity, variability and uncertainty of performance of many financial services make consumer evaluation difficult, and have accounted for many purchases failing to meet expectations. Suggests how evaluation can be improved before, during and after purchase. Before purchase, confidence in...

Persistent link: https://www.econbiz.de/10014933735

How to Improve Your International Customer Service

Dempsey, William; Lancioni, Richard A. - In: Management Decision 28 (1990) 3

International marketing can be a balancing act between high sales‐maintenance costs and a reduction of business due to poor service. The way in which international customer service fits into a company′s overall international marketing strategy is examined. The emphasis is on the need for...

Persistent link: https://www.econbiz.de/10014934822

The role of customer participation for enhancing repurchase intention

Chen, Chih-Cheng Volvic; Chen, Chih-Jou - In: Management Decision 55 (2017) 3, pp. 547-562

participation produces positive effects on customer satisfaction and affective commitment through the customer relational value …. Affective commitment is a strong predictor of repurchase intention, but no relationship between customer satisfaction and …/value The findings highlight the roles of the customer and indicate the heuristic value of viewing customer satisfaction and …

Persistent link: https://www.econbiz.de/10014935663

The bright side and dark side of co-production: a dyadic analysis

Wu, Li-Wei - In: Management Decision 55 (2017) 3, pp. 614-631

labor, employee satisfaction, value co-creation, co-production intensity, and their effects on customer satisfaction. Design …-creation, and co-production intensity. Deep acting and surface acting have different effects on employee satisfaction and customer … satisfaction. Meanwhile, employee satisfaction and value co-creation increase customer satisfaction, whereas co …

Persistent link: https://www.econbiz.de/10014936343

From Vision to Reality through Values

Kenny, Tom - In: Management Development Review 7 (1994) 3, pp. 17-20

The need for managers to develop a vision for their unit/ organization is increasingly viewed as a vital part of their role. Argues that vision provides direction and offers a sense of purpose for employees. Visions can be realized through the development and operation of a value base. Values...

Persistent link: https://www.econbiz.de/10014936537

Employee impact on service delivery

Sanes, Christine - In: Management Development Review 9 (1996) 2, pp. 15-20

satisfaction, and ways in which management can support and motivate them. Concludes by offering hints to help leaders achieve this. …

Persistent link: https://www.econbiz.de/10014936655

MANAGING AND TRAINING FOR CUSTOMER SERVICE

Macaulay, Steve; Cook, Sarah - In: Management Development Review 6 (1993) 6

Discusses a recent Industrial Society survey which indicated that customer care and service was a priority for UK organizations. Shows that “the customer is always right” needs an effective customer service initiative to be able to address this and more.

Persistent link: https://www.econbiz.de/10014936779

New developments in customer service training

In: Management Development Review 10 (1997) 4, pp. 151-153

Customer service representatives are no longer perceived as secretaries or telephone operators, nor considered as mere support staff for personnel working in the field. Rather, they are increasingly viewed as carriers and guardians of the company’s image, and key players in the...

Persistent link: https://www.econbiz.de/10014936870

Abandoned Housing Project: Assessment On Resident Satisfaction Toward Building Quality

Sulaiman, Zamharira; Ali, Azlan Shah; Ahmad, Faizah - In: Open House International 37 (2012) 3, pp. 72-80

residents' satisfaction towards residential building quality which was abandoned. This research combined quantitative and … that abandoned housing project can lead to residents' satisfaction towards building quality. In order to rehabilitate …

Persistent link: https://www.econbiz.de/10014964798