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13 research outputs found
Typology for Modular Service Design
Author
C. Y.Baldwin
D.Robertson
+9 more
H. A.Linstone
L.Mathiassen
M. J.Bitner
R. A.Krueger
S. C.Wheelwright
S.Michel
T.Tuunanen
T.Tuunanen
U.Wemmerlöv
Publication venue
'IGI Global'
Publication date
Field of study
No full text
Crossref
Customers' Satisfaction and Loyalty in the Economic Recession
Author
B.Schweizer
D.Peppers
+11 more
F. F.Reitchheld
F.Reicheld
G.Mihelis
M. J.Bitner
M.Zineldin
P. F.Drucker
P. J.Peter
R. L.Oliver
R.East
T. O.Jones
V.Zeithaml
Publication venue
'IGI Global'
Publication date
01/01/2014
Field of study
No full text
Crossref
Do Managerial Strategies Influence Service Behaviours?
Author
C.Cassell
C.Grönroos
+12 more
D. E.Bowen
D. E.Bowen
E. A.Locke
E. H.Shein
J. A.Lyden
J.Heskett
L.Newton McClurg
M. J.Bitner
P.Hart
P.Roy
R.Koonce
R.Koonce
Publication venue
'IGI Global'
Publication date
Field of study
No full text
Crossref
Enhancement of Efficiency and Effectiveness in Banking through CRM Systems
Author
A.Aaker
A.Agarwal
+19 more
C. V.Krishna
C.Couldwell
F. F.Reichheld
F. F.Reichheld
F. F.Reichheld
J. S.Lobenhofer
J.Egan
L. L.Berry
L. L.Berry
L.Berry
M. A.Stegman
M. A.Stegman
M. J.Bitner
N. K.Malhotra
N.Katkov
P. D.Reynolds
P.Kotler
S. D.Hunt
S. L.Gupta
Publication venue
'IGI Global'
Publication date
01/01/2015
Field of study
No full text
Crossref
Managing Customer-Centric Information
Author
A.McAfee
C. K.Prahalad
+22 more
D. A.Marchand
E.Gummesson
F. F.Reichheld
F.Webster
G. S.Day
G.McGovern
G.McHugh
J. P.Womack
L.Berry
M. J.Bitner
M.Brady
M.Fisher
M.Nadeem
P.Brethon
R.Gulati
R.Gulati
R.Nolan
S.Myburgh
T. H.Davenport
T.Davenport
V.Venkatesh
Y.Wind
Publication venue
'IGI Global'
Publication date
01/01/2010
Field of study
No full text
Crossref
Call Center Operational Performance Indicators and Customer Satisfaction
Author
A.Field
A.Parasuraman
+25 more
B. L.Bowerman
B.Cleveland
C.Grimm
H. Y.Myung
J. A.Howard
J. A.Mattar
J. L.Giese
J.Anton
J.Martin
J.Nix
K.Dawson
K.Dawson
L. B.Sparrow
L.Bennigton
M. J.Bitner
M. M. F.Vieira
N. R.Draper
N.Malhotra
R. A.Gable
R. H.Myers
R. L.Oliver
R.Virvilaite
S. W.Menard
S.Lee
Y.Yi
Publication venue
'IGI Global'
Publication date
01/01/2013
Field of study
No full text
Crossref
Enhancement of Efficiency and Effectiveness in Banking through CRM Systems
Author
A.Aaker
A.Agarwal
+19 more
C. V.Krishna
C.Couldwell
F. F.Reichheld
F. F.Reichheld
F. F.Reichheld
J. S.Lobenhofer
J.Egan
L. L.Berry
L. L.Berry
L.Berry
M. A.Stegman
M. A.Stegman
M. J.Bitner
N. K.Malhotra
N.Katkov
P. D.Reynolds
P.Kotler
S. D.Hunt
S. L.Gupta
Publication venue
'IGI Global'
Publication date
Field of study
No full text
Crossref
A Socio-Technical Account of an Internet-Based Self-Service Technology Implementation
Author
A.Dutta
A.Pandya
+22 more
A.Tatnall
B.Latour
B.Latour
B.Latour
B.Latour
E. B.Swanson
E. M.Rogers
G.Walsham
G.Walsham
H. C.Lucas
J. R.Lang
K.Lyytinen
L. D.Introna
M. J.Bitner
M.Callon
M.Callon
R. K.Yin
R.Naidoo
R.Naidoo
T. H.Davenport
T. H.Kwon
T.Muhr
Publication venue
'IGI Global'
Publication date
Field of study
No full text
Crossref
Comparing Hybrid Services in the United States and China
Author
A.Biswas
B.Schneider
+17 more
C. H.Lovelock
C. S.Craig
C. S.Craig
D. J.Veldman
J. D.Carroll
J. E.Bateson
J. W.Licata
L. F.Cunningham
M. J.Bitner
M. L.Bell
P. A.Dabholkar
P. A.Dabholkar
R. W.Brislin
S. D.Hunt
S. W.Kelley
V. A.Zeithaml
V.Kumar
Publication venue
'IGI Global'
Publication date
Field of study
No full text
Crossref
Call Center Operational Performance Indicators and Customer Satisfaction
Author
A.Field
A.Parasuraman
+25 more
B. L.Bowerman
B.Cleveland
C.Grimm
H. Y.Myung
J. A.Howard
J. A.Mattar
J. L.Giese
J.Anton
J.Martin
J.Nix
K.Dawson
K.Dawson
L. B.Sparrow
L.Bennigton
M. J.Bitner
M. M. F.Vieira
N. R.Draper
N.Malhotra
R. A.Gable
R. H.Myers
R. L.Oliver
R.Virvilaite
S. W.Menard
S.Lee
Y.Yi
Publication venue
'IGI Global'
Publication date
Field of study
No full text
Crossref
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