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Training returns DHL Express to the road of exceptional customer service
In: Human Resource Management International Digest 21 (2013) 5, pp. 26-29
explains the background to two training programs at the company, the form they take and the results they are achieving … sought training that would ignite the inspiration, know‐how and passion of its people. It commissioned learning and … implications – It stresses the importance of training in improving customer service, employee morale and company profits …
Persistent link: https://www.econbiz.de/10014753924
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How Skillsoft stay ahead of the learning curve: content, service and experience are crucial to customer satisfaction
Bell, Gareth - In: Human Resource Management International Digest 21 (2013) 6, pp. 37-39
Purpose – The purpose of this paper is to provide an interview with Kevin Young, general manager of Skillsoft Europe, Middle East and Africa. Design/methodology/approach – The paper takes the form of an interview. Findings – The paper discusses the challenges the industry faces, both for...
Persistent link: https://www.econbiz.de/10014754295
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Average waiting time of customers in a new queue system with different classes
Alotaibi, Youseef; Liu, Fei - In: Business process management journal 19 (2013) 1, pp. 146-168
Persistent link: https://www.econbiz.de/10010203642
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Strategic customer service orientation, lean manufacturing practices and performance outcomes : an empirical study
Hong, Paul; Yang, Ma Ga; Dobrzykowski, David D. - In: Journal of service management 25 (2014) 5, pp. 699-723
Persistent link: https://www.econbiz.de/10010426044
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New ethos transforms attitudes and approaches at RS Components
In: Human Resource Management International Digest 18 (2010) 2, pp. 33-36
Purpose – Describes major strategic changes – supported by training and empowerment – in the customer …
Persistent link: https://www.econbiz.de/10014752475
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Hilton hits the heights of hotel service with HR initiative
In: Human Resource Management International Digest 12 (2004) 6, pp. 24-26
service associated with the brand, it needed to invest in the training and development of staff who are essential to ensuring …
Persistent link: https://www.econbiz.de/10014752008
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Customer management strategies using internet commerce in the Australian energy industry
Maher, Peter; Steane, Peter; Dufour, Yvon - 2007
The application and performance of Internet Commerce (IC) strategy has become a critical success factor in an industry characterised by volatile change and transformational upheaval. This article presents research examining how IC has been applied in Australian electricity utilities from a...
Persistent link: https://www.econbiz.de/10009475251
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Understanding technologically-induced customer services in the Nigerian banking sector : the internet as a post-modern phenomenon
Ozuem, Wilson; Howell, Kerry E.; Lancaster, Geoffrey - In: International journal of information technology and … 15 (2016) 3, pp. 272-290
Persistent link: https://www.econbiz.de/10011719664
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Implicit managerial theories about followers and customers
Hommelhoff, Sabine - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 47-68
Persistent link: https://www.econbiz.de/10011601107
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The perils of service contract divestment : when and why customers seek revenge and how it can be attenuated
Haenel, Christina M.; Wetzel, Hauke; Hammerschmidt, Maik - In: Journal of service research 22 (2019) 3, pp. 301-322
Persistent link: https://www.econbiz.de/10012126415