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010   $a9786610515455
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100   $a20041014d2004      my         0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 00$aNew service paradigms $eAMA SERVSIG Conference 2003 /$fguest editors: Jay Kandampully and Raymond P. Fisk
205   $a1st ed.
210   $a[Bradford, England] $cEmerald Group Pub.$d2004
215   $a1 online resource (145 p.)
225 1 $aManaging service quality ;$vv. 14, no. 2/3, 2004
300   $aDescription based upon print version of record.
311   $a0-86176-949-X 
327   $aContents; 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
327   $aClient 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
330   $aSome organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising the
410  0$aManaging service quality ;$vv. 14, no. 2/3, 2004.
606   $aCustomer services
606   $aCustomer relations
615  0$aCustomer services.
615  0$aCustomer relations.
676   $a658.8
676   $a658.812
701   $aKandampully$b Jay$01605989
701   $aFisk$b Raymond P$0502335
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910817451203321
996   $aNew service paradigms$93931522
997   $aUNINA