Emerald
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* Dữ liệu chỉ mang tính chất tham khảo
Sắp xếp:
Customer knowledge transfer and key account management in professional service organizationsPurpose Effective customer‐specific knowledge transfer is the cornerstone of customer value creation in professional service organizations. In order to formulate a coherent service offering across different expertise areas, it is crucial to share customer‐specific knowledge between professionals, business functions and units...
Emerald - Tập 17 Số 4 - Trang 304-319 - 2006
Organizational teamworking frameworks: evidence from UK and USA‐based firmsDraws from case study research conducted in 14 UK and USA‐based manufacturing and service firms, most with mature teamworking structures. Aims to examine practitioner perspectives and current practices in teamworking and to assess the strategic contribution that work‐based teams are making to quality improvement.
Emerald - - 1997
Patient satisfaction with medical encounters – a cross‐cultural perspectiveExamines behaviors of doctors that influence patient evaluation of medical encounters. It examines these behaviors in both the USA and Japan and compares the findings. A list of behaviors relevant to patient evaluation of a medical encounter is developed. Performance of these behaviors in specific medical transactions is then examined and the relationship between performance of each behavi... ... hiện toàn bộ
Emerald - Tập 11 Số 5 - Trang 399-421 - 2000
Internal marketing: a review and some interdisciplinary research challengesPresents an interdisciplinary literature review and research agenda
and suggests a number of propositions, in advance of new fieldwork, to
discover a revised or new theory of internal marketing as it relates to
organizational change management. The literature on marketing, services
marketing, corporate strategy, total quality management, operations
management, human resource management, an... ... hiện toàn bộ
Emerald - - 1995
An empirical analysis of productivity growth in retail services: evidence from SpainPurpose This paper seeks to estimate total productivity change in retailing firms and to decompose it into efficiency change and technical change (TC) (i.e. the consequence of innovation and adoption of new technologies). Design/methodology/approach... hiện toàn bộ
Emerald - - 2007
A customer contact measurement model: an extensionThis paper validates the customer contact measurement model by performing a replication using three different sample groups. The impact of customer, managerial, and cultural differences is examined. Findings indicate that all validation groups use similar variables when defining the customer contact construct. The measurement model is robust when compared to US customer and managerial vali... ... hiện toàn bộ
Emerald - - 2000
A Synthesised Service Quality Model with Managerial ImplicationsA synthesised service quality model with managerial implications is
presented. This synthesised model is based on the works of the Nordic
and the North American schools of service research. The model presents
the overall service quality gap as a result of both technical and
functional quality gaps. The core of the synthesised model is the idea
that management must determine both ... hiện toàn bộ
Emerald - - 1990
Quality Blueprints of Internal Producer ServicesAlthough the industrial service sector represents an increasingly
important sector in the economy, only a tiny fraction of research has
probed the secrets of how new industrial service processes are
structured. Reports the results of two case studies of internal producer
services in firms to develop a new pump and to upgrade existing test
facilities. By using a qualitative, interpretative ... ... hiện toàn bộ
Emerald - - 1993
Planning for service quality: an integrative approachStudies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The ensuing costs associated with poor service quality planning lead to lower profitability as part of the “cycle of service failures”. Examines how a quality planning technique (quality function deployment) (QFD) can be modified and adapted for use in a servic... ... hiện toàn bộ
Emerald - Tập 7 Số 4 - Trang 58-77 - 1996
Customer frustration in loyalty programsPurpose This article aims to examine the negative effects of loyalty programs from the perspective of frustration theory. It seeks to develop a model of customer frustration on the basis of frustration theory and an exploratory qualitative study. Design...
Emerald - - 2005
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