Extended service profit chain in telecom service industry in Oman – An empirical validation

Role of Service Quality in Customer Relationship Management: an Empirical Study of Indian Telecom Industry

Technological and economical development has forced companies in competitive markets, to change their strategic focus, as a result of which the Customer oriented organization is on the rise. In order to stay ahead of the competition, companies are increasingly turning to their customers as a means of securing their future competitive edge. CRM has become the mantra for success and developing cl...

Data envelopment analysis in service quality evaluation: an empirical study

Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a sing...

Impact of Service on Customers’ Demand and Members’ Profit in Supply Chain

This paper investigates the impact of provided service by the retailers and manufacturers on customers’ demand and members’ profit in a supply chain. It focuses on a supply chain structure with one manufacturer and a common retailer. The demand of customers depends on retailer price and service level. A game-theoretic framework is applied to obtain the equilibrium solutions for each entity in s...

Empowerment in the service industry: an empirical study in Taiwan.

Employee empowerment is an essential managerial means that can be used to obtain competitive advantages from human resources in the new millennium. A comprehensive understanding of the essence of empowerment is crucial to facilitate its effective implementation. In this article, the author proposes a 4-dimensional empowerment model in an organizational setting and a matrix that incorporates the...

The paradox of the service-profit chain