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Record Nr. |
UNINA9910817451203321 |
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Titolo |
New service paradigms : AMA SERVSIG Conference 2003 / / guest editors: Jay Kandampully and Raymond P. Fisk |
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Pubbl/distr/stampa |
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[Bradford, England], : Emerald Group Pub., 2004 |
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ISBN |
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1-280-51545-7 |
9786610515455 |
1-84544-405-1 |
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Edizione |
[1st ed.] |
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Descrizione fisica |
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1 online resource (145 p.) |
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Collana |
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Managing service quality ; ; v. 14, no. 2/3, 2004 |
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Altri autori (Persone) |
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KandampullyJay |
FiskRaymond P |
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Disciplina |
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Soggetti |
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Customer services |
Customer relations |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di contenuto |
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Contents; Abstracts & keywords; Editorial; It's time to get to first principles in service design; Towards a better understanding of service excellence; The almost customer: a missed opportunity to enhance corporate success; Complaint management profitability: what do complaint managers know?; Customer clubs in a relationship perspective: a telecom case; An integrated framework for customer value and customer-relationshipmanagement performance: a customer-based perspective from China; Why customers stay: reasons and consequences of inertia in financial services |
Client valuation in private banking: results of a case study in SwitzerlandReconceptualizing customer perceived value: the value of time and place; ICT: the creation of value and differentiation in services; Value across fulfillment-product categories of Internet shopping; Service quality and marketing performance in business-to-business markets: exploring the mediating role of client satisfaction; Customer involvement in new service development: a conversational approach; Book reviews |
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Sommario/riassunto |
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Some organisations are becoming more concerned with delighting their |
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