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MKTG: Customer Service (Topic)

21,096 Total downloads

Viewing: 1 - 50 of 99 papers

1.

Toward Compelling Customer Touchpoint Architecture

Business Horizons, Forthcoming
Number of pages: 19 Posted: 08 Apr 2012 Last Revised: 15 Apr 2012
Accepted Paper Series
Babson College
Downloads 3,189
2.

The Role of Food Quality, Service Quality, and Physical Environment on Customer Satisfaction and Future Behavioral Intentions in Casual Dining Restaurant

The 7th National Research Management Conference, Sriwijaya University - Palembang, Indonesia (27-28 November 2013).
Number of pages: 10 Posted: 04 Dec 2013
Working Paper Series
MHMK - University for Media and Communication, Berlin
Downloads 1,151
3.

Customer Satisfaction in Terms of Physical Evidence and Employee Interaction

The IUP Journal of Marketing Management, XI (3), 2012, pp. 7-24.
Number of pages: 22 Posted: 06 Oct 2011 Last Revised: 19 Oct 2012
Accepted Paper Series
Vavuniya Camps of the University of Jaffna and International Training Institute

Multiple version iconThere are 2 versions of this paper

Downloads 858
4.

Factors Affecting Customer Loyalty in Banking Sector of Punjab, Pakistan

Paradigms: A Research Journal of Commerce, Economics, and Social Sciences, 2016, Vol. 10, No. 2, pp. 43-52
Number of pages: 10 Posted: 19 Sep 2016
Accepted Paper Series
Universiti Utara Malaysia, Students and National College of Business Administration and Economics (NCBA&E)
Downloads 851
5.
Downloads 797
6.

Making Sense of the Sourcing and Shoring Maze: Various Outsourcing and Offshoring Alternatives

OUTSOURCING AND OFFSHORING IN THE 21ST CENTURY: A SOCIO ECONOMIC PERSPECTIVE, H.S. Kehal & V.P. Singh, eds., pp. 18-53, IGI Publishing, 2006
Number of pages: 37 Posted: 09 Jun 2008 Last Revised: 17 Jun 2012
Accepted Paper Series
University of Texas at El Paso (UTEP)
Downloads 677
7.

Impact Of Service Quality on Customer Satisfaction in Maldives Tourism Industry

Ibrahim, H. Z., Hassan, Z & Basit A (2015). Impact of Service Quality on Customer Satisfaction in Maldives Tourism Industry. International journal of Accounting, Business and Management, 3(2), 161-176
Number of pages: 15 Posted: 31 Mar 2017 Last Revised: 02 May 2017
Accepted Paper Series
Financial Training & Management Services (FTMS) College, Financial Training & Management Services (FTMS) College and Financial Training & Management Services (FTMS) College
Downloads 674
8.

USAA: Organizing for Innovation and Superior Customer Service

MIT Sloan Research Paper No. 4937-11
Number of pages: 23 Posted: 10 Jan 2012
Working Paper Series
Massachusetts Institute of Technology (MIT) - Center for Information Systems Research (CISR), University of Texas at Austin and affiliation not provided to SSRN
Downloads 656
9.

The Impact of Customer Community Participation on Customer Behaviors: An Empirical Investigation

Number of pages: 39 Posted: 23 Nov 2009
Working Paper Series
University of Zurich, Rice University, Rice University - Jesse H. Jones Graduate School of Business and Rice University - Jones Graduate School of Management
Downloads 643
10.

Customer Level Profitability Implications of Satisfaction Programs: A Retailer Satisfaction Field Study

Number of pages: 40 Posted: 24 May 2006
Working Paper Series
Washington University in St. Louis - John M. Olin Business School, Washington University, St. Louis, Stanford Graduate School of Business and Case Western Reserve University
Downloads 611
11.

Factors that Impact Customer Satisfaction: Evidence from the Thailand Mobile Cellular Network Industry

International Journal of Management and Marketing Research, Vol. 4, No. 2, pp. 67-76, 2011
Number of pages: 10 Posted: 05 Jan 2012
Accepted Paper Series
National Institute of Development Administration (NIDA) and affiliation not provided to SSRN
Downloads 533
12.

Toward a Deeper Understanding of Service Marketing: The Past, the Present, and the Future

International Journal of Research in Marketing, Vol. 28, No. 3, 2011
Number of pages: 57 Posted: 19 Mar 2011 Last Revised: 30 Jun 2011
Accepted Paper Series
University of Massachusetts and Catholic University of Eichstaett-Ingolstadt
Downloads 511
13.

Designing a Mobile App for Museums According to the Drivers of Visitor Satisfaction

Recent Advances in Business Management and Marketing - Proceedings of the 1st International Conference on Management, Marketing, Tourism, Retail, Finance and Computer Applications (MATREFC '13). Dubrovnik, Croatia, WSEAS Press, June 25-27, 2013
Number of pages: 8 Posted: 26 Jul 2013
Accepted Paper Series
University of Rome "La Sapienza", University of Palermo - d/SEAS and University of Salerno
Downloads 488
14.

Basic Customer Service and its Impact on Customer Retention

Number of pages: 11 Posted: 29 Sep 2011
Working Paper Series
Alliance Business School, Alliance Business School (ABS) and Alliance University - School of Business
Downloads 472
15.

First Step in Social Media - Measuring the Influence of Online Management Responses on Customer Satisfaction

Productions and Operations Management, Forthcoming
Number of pages: 40 Posted: 18 Jul 2012
Accepted Paper Series
Arizona State University (ASU) - Department of Information Systems and Harbin Institute of Technology, School of Management
Downloads 468
16.

An Information Stock Model of Customer Behavior in Multichannel Customer Support Services

Manufacturing and Service Operations Management (2015). 17(3), 368-383
Number of pages: 42 Posted: 10 Aug 2012 Last Revised: 27 Apr 2017
Accepted Paper Series
Columbia University - Columbia Business School, University of Florida - Warrington College of Business and The Wharton School, University of Pennsylvania
Downloads 433
17.

Stakeholders in Pharmaceutical Business

ZENITH International Journal of Multidisciplinary Research, Vol. 4 (3), MARCH (2014)
Number of pages: 4 Posted: 04 Apr 2015
Accepted Paper Series
Rajiv Gandhi Business School and Karmaveer Bhaurao Patil Institute of Management Studies & Research
Downloads 398
18.

Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions

Journal of Service Research, Vol. 10, pp. 269-281, February 2008
Number of pages: 14 Posted: 04 Dec 2009 Last Revised: 08 Dec 2009
Accepted Paper Series
affiliation not provided to SSRN, University of Queensland - Business School and affiliation not provided to SSRN
Downloads 391
19.

The Impact of Mobile Channel Adoption on Customer Omni-Channel Banking Behavior

Number of pages: 41 Posted: 07 Feb 2017 Last Revised: 22 Mar 2017
Working Paper Series
Agency for Science, Technology and Research, Carnegie Mellon University - H. John Heinz III School of Public Policy and Management and Carnegie Mellon University - H. John Heinz III School of Public Policy and Management
Downloads 373
20.

Retail Store Execution: An Empirical Study

Number of pages: 32 Posted: 04 Sep 2013
Working Paper Series
University of Pennsylvania - Operations & Information Management Department, International Monetary Fund and The Wharton School, University of Pennsylvania
Downloads 357
21.

Product Return Handling

ERIM Report Series Reference No. ERS-2003-013-LIS
Number of pages: 26 Posted: 28 May 2003
Working Paper Series
Erasmus Research Institute of Management (ERIM) and Erasmus University Rotterdam (EUR) - Department of Technology and Operations Management
Downloads 346
22.

Business Modeling Framework for Personalization in Mobile Business Services

ERIM Report Series Reference No. ERS-2002-56-LIS
Number of pages: 18 Posted: 20 Jan 2003
Working Paper Series
Copenhagen Business School (CBS) and Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM)
Downloads 345
23.

The Effect of Goal Visualization on Goal Pursuit: Implications for Individuals and Managers

Journal of Marketing, Forthcoming
Number of pages: 53 Posted: 01 Jan 2011
Accepted Paper Series
University of Virginia (UVA), McIntire School of Commerce and Pamplin College of Business, Virginia Tech
Downloads 341
24.

An Empirical Evaluation of the Impact of Services Quality on Customer Loyalty at Customer Care Centre - A Case Study of Customer Service in Telecom Sector at Jodhpur

International Journal of Management and Tourism, Vol. 19, No. 1, 2011
Number of pages: 16 Posted: 05 Dec 2011
Accepted Paper Series
Department of Business Administration
Downloads 319
25.

Determinants of Brand Equity in Business-to-Consumer Services

Number of pages: 4 Posted: 28 Oct 2012
Working Paper Series
Clayton State University - University System of Georgia, National University of Singapore (NUS) - NUS Business School and Montclair State University
Downloads 266
26.

Demand Chain Management: Enhancing Customer Value Proposition

The European Business Review, March/April 2013, pp. 50-54
Number of pages: 5 Posted: 20 Mar 2013 Last Revised: 26 Mar 2013
Accepted Paper Series
The Icfai Business School (IBS), Ahmedabad
Downloads 254
27.

Strategies for Business Process Outsourcing: An Analysis of Alternatives, Opportunities and Risks

ELECTRONIC BUSINESS: CONCEPTS, METHODOLOGIES, TOOLS AND APPLICATIONS, pp. 290-312, I. Lee, ed. 2009
Number of pages: 24 Posted: 25 Apr 2010 Last Revised: 15 Oct 2012
Accepted Paper Series
University of Texas at El Paso (UTEP)

Multiple version iconThere are 2 versions of this paper

Downloads 249
28.

Multi-Channel Customer Management: Delighting Consumers, Driving Efficiency

Journal of Direct, Data and Digital Marketing Practice, Vol. 12, No. 1, pp. 10-15, July 2010
Number of pages: 6 Posted: 31 Jul 2011
Accepted Paper Series
Booz & Company, WHU Otto Beisheim School of Management, Booz & Company and Booz & Company
Downloads 227
29.

Impact of Social Media on Customers Satisfaction: Bank Muscat – A Case Study

Ahead International Journal of Recent Research Review, Vol. 1, Issue 11, pp. 154-163, May 2017
Number of pages: 11 Posted: 05 Jun 2017
Accepted Paper Series
Sohar University - Faculty of Business, Sohar University, Faculty of Business, Students, Sohar University, Faculty of Business, Students and Sohar University, Faculty of Business, Students
Downloads 226
30.

The Relationship between Service Quality, Economic and Switching Costs in Retail Banking

Business Systems Review, Vol. 2, Issue 1, pp. 1-16, 2013
Number of pages: 16 Posted: 27 Dec 2012 Last Revised: 06 Jan 2013
Accepted Paper Series
Sakarya University and Sakarya University
Downloads 224
31.

A Conceptual Model for Bidirectional Service, Information and Product Quality in an IS Outsourcing Collaboration Environment

Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06), Vol. 1, No. 7b, 2006
Number of pages: 11 Posted: 07 Jun 2008 Last Revised: 17 Jun 2012
Accepted Paper Series
University of Texas at El Paso (UTEP)
Downloads 220
32.

Luxury Without Guilt: Service Innovation in the All-Inclusive Hotel Industry

Service Business, 2009, Vol. 3, No. 4, pp. 359-372
Number of pages: 13 Posted: 28 Oct 2013
Accepted Paper Series
École Polytechnique, i3-CRG, UMR CNRS 9217 and SKEMA Business School - Paris la Défense Campus
Downloads 215
33.

Assessing Audiences’ Satisfaction of Advertising Digital-Billboard: A U & G Theoretical Perspective

2nd International Conference on Arts, Social Sciences & Technology, March 2012
Number of pages: 17 Posted: 06 Mar 2012
Accepted Paper Series
Universiti Utara Malaysia and SMMTC, Universiti Utara Malaysia - College of Arts and Sciences
Downloads 212
34.

Insights into the Indian Call Centre Industry: Can Internal Marketing Help Tackle High Employee Turnover?

Journal of Services Marketing, Vol. 23, No. 5, pp. 351-362.
Number of pages: 12 Posted: 03 Nov 2012
Accepted Paper Series
Aston University, Loyola University of Chicago, Aston University - Aston Business School and Clayton State University - University System of Georgia
Downloads 196
35.

Exploring the Usefulness of a Consumer Activity Index in the Sponsorship-Linked Marketing Context

International Journal of Sport Marketing and Sponsorship, Vol. 7, No. 3, pp. 115-124, 2009
Number of pages: 25 Posted: 09 Dec 2009
Working Paper Series
University of Queensland - Business School, University of Queensland - Business School, University of Queensland - Business School and University of Queensland - Business School
Downloads 169
36.

Diffusing Customer Anger in Service Recovery: A Conceptual Framework

Australasian Marketing Journal, Vol. 11, No. 2, pp. 46-55, 2003
Number of pages: 26 Posted: 29 Jul 2010
Accepted Paper Series
affiliation not provided to SSRN and University of Queensland - Business School
Downloads 163
37.

Does the Web Reduce Customer Service Cost? Empirical Evidence from a Call Center

Information Systems Research (2012), 23(3), 721-737
Number of pages: 39 Posted: 30 Nov 2009 Last Revised: 29 Apr 2017
Accepted Paper Series
Carnegie Mellon University - H. John Heinz III School of Public Policy and Management and University of Florida - Warrington College of Business
Downloads 156
38.

Determinants Analysis of Customer Switching Behavior in Private Banking Sector of Pakistan

Interdisciplinary Journal of Contemporary Research in Business, 2(7), pp. 96-110
Number of pages: 15 Posted: 31 Mar 2012 Last Revised: 01 Oct 2012
Accepted Paper Series
IQRA University, affiliation not provided to SSRN, affiliation not provided to SSRN, affiliation not provided to SSRN and affiliation not provided to SSRN
Downloads 143
39.

Bundling Incentives in Markets with Product Complementarities: The Case of Triple-Play

NET Institute Working Paper No. 13-15
Number of pages: 36 Posted: 07 Oct 2013
Working Paper Series
Virginia Polytechnic Institute & State University - Department of Economics, Autoridade da Concorrência and Autoridade da Concorrência
Downloads 142
40.

I Am, Ergo I Shop: Does Store Image Congruity Explain Shopping Behaviour of Chinese Consumers?

Journal of Marketing Management, Vol. 23, No. 5-6, pp. 443-460, 2007
Number of pages: 18 Posted: 16 Oct 2012
Accepted Paper Series
affiliation not provided to SSRN and Clayton State University - University System of Georgia
Downloads 141
41.

Design and Control of Customer Service Chat Systems

Number of pages: 49 Posted: 26 Nov 2011
Working Paper Series
University of Rochester - Simon Business School
Downloads 132
42.

Are Reservations Recommended?

Simon School Working Paper No. FR 11-30
Number of pages: 31 Posted: 27 Sep 2011
Working Paper Series
Downloads 125
43.

Antecedents and Consequences of Service Quality in Consumer Evaluation of Self-Service Internet Technologies

Service Industries Journal, Vol. 28, No. 1, pp. 117-138, January 2008
Number of pages: 23 Posted: 03 Nov 2012
Accepted Paper Series
National University of Singapore (NUS) - NUS Business School, Clayton State University - University System of Georgia and Aston University - Aston Business School
Downloads 117
44.

Consumer Perceptions of Service Constellations: Implications for Service Innovation

Journal of Service Management (2013), Volume 24, Issue 3, pp. 314-329
Number of pages: 33 Posted: 01 Apr 2013 Last Revised: 06 Jun 2013
Accepted Paper Series
Radboud University Nijmegen - Institute for Management Research, Delft University of Technology, Radboud University Nijmegen - Institute for Management Research, Radboud University Nijmegen - Institute for Management Research, Northwestern University - Medill School of Journalism, University of Muenster and University of Groningen - Department of Marketing & Marketing Research
Downloads 117
45.

Confucius, Customer Service and Serve Excellence

Conflict Resolution & Negotiation, No. 4, pp. 53-61, 2010
Number of pages: 9 Posted: 23 Mar 2011
Accepted Paper Series
Kazakh Leading Academy of Architecture and Civil Engineering/ Kazakh American University (International Educational Corporation)
Downloads 116
46.

Exploring a New Dimension of Customer Service and Its Impact on Sales Growth and Loyalty

International Journal on Customer Relations, Volume 2 Issue 1 March 2014
Number of pages: 9 Posted: 23 Oct 2014
Accepted Paper Series
Alliance University - School of Business, Alliance Business School and Alliance Business School (ABS)
Downloads 116
47.

How to Build an E-Learning Product: Factors for Student/Customer Satisfaction

Dominici, G.; Palumbo, F. How to build an e-learning product: Factors for student/customer satisfaction. Business Horizons. Vol. 56 Issue 1 pp. 87-96
Number of pages: 26 Posted: 22 Mar 2012 Last Revised: 17 Mar 2013
Accepted Paper Series
University of Palermo - d/SEAS and University of Rome "La Sapienza"
Downloads 110
48.

Towards a Privacy Framework

Nottingham University Business School Research Paper No. 2009-18
Number of pages: 20 Posted: 17 Nov 2009
Accepted Paper Series
Nottingham University Business School, Nottingham University Business School and University of Nottingham
Downloads 110
49.

Managing Dissatisfied Customers in Retailing Businesses in Nigeria

Number of pages: 12 Posted: 20 May 2010
Working Paper Series
National Institute of Marketing of Nigeria, Cross River University of Technology and Cross River University of Technology (CRUTECH)
Downloads 85
50.

The Curse of Customer Orientation: A Retrospective Critique

Journal of Customer Behaviour, Vol. 1, pp. 69-83, 2002
Number of pages: 15 Posted: 11 Mar 2012
Accepted Paper Series
Ulster University
Downloads 76