New Service Development and Innovation in the New Economy

Contains fulltext : 148805.pdf (author's version ) (Open Access)A. Gustafsson New service development and innovation in the new economy Lund:Studentlitteratur AB ,2000 914401559

Effectiveness of International Service Intelligence: A Multifaceted Perspective

Contains fulltext : 148812.pdf (publisher's version ) (Open Access)Maastricht University, 20 december 2000Promotor : Ruyter, K. de Co-promotor : Wetzels, M.131 p

E‐service: 24 Ways to Keep Your Customers – When the Competition Is Just a Click Away

Contains fulltext : 148791.pdf (author's version ) (Open Access)R. Zemke E-service: 24 ways to keep your customers - When the competition is just a click away New York:AMACOM ,2001 081440606

Duurzame binnenstedelijke distributie nader bekeken: Een onderzoek naar gebruikershoudingen en maatschappelijke en bedrijfsmatige effecten van Binnenstadservice

Contains fulltext : 78385.pdf (publisher's version ) (Open Access)62 p

The added value of web innovation for customer satisfaction: Experiences with a barbeque catering service

Contains fulltext : 138625.pdf (publisher's version ) (Open Access)- Purpose – Recent studies have explored the effects of e‐service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality frameworks. This research proposes a combination of traditional service quality and e‐service quality frameworks. The central question focuses on how to assess the added value of the web as a service innovation for a traditional service. The setting of the study is a traditional‐style barbeque delivery service with a recently installed advanced web‐initiated order entry facility now used by a majority of the customers. - Design/methodology/approach – An empirical, survey‐based cross‐sectional study on web‐initiated customer experiences of an in‐home catering service, involving barbeque food items and cooking equipment. - Findings – Findings indicate that adding an innovative e‐channel to a traditional business process does not automatically translate to a higher customer satisfaction. Only limited significant effects were found from online ordering on overall satisfaction in contrast to the effect of traditional service dimensions. - Research limitations/implications – Further research is needed on the joint analysis of e‐services and traditional services. - Practical implications – E‐service dimensions appear to have a limited impact on overall satisfaction in a traditional business context. - Originality/value – This is one of the first empirical studies combining both traditional and e‐service dimensions and relating hem to customer satisfaction

Communication Channels for In-home Services: The Moderating Role of Customer Participation

Contains fulltext : 91319.pdf (publisher's version ) (Open Access)62 p

Werkdruk in call centers: Een analyse van oorzaken en gevolgen

Contains fulltext : 148828.pdf (publisher's version ) (Open Access