Internal Effects of Customer Contact within Service Organizations

Impact of Customer Service Practices on Customer Satisfaction and Retention

In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...

Internal customer service assessment of cataloging, acquisitions, and library systems

Value assessment of IS/IT service provision within organizations

This paper presents a means-ends objectives network that can be useful in assessing value of IS/IT service provision in organizations. This network is developed following Keeney’s (1992) method of value focused thinking. This paper also highlights the importance of engaging in value focused thinking by presenting step by step application of the concept. A total of 71 interviews were completed; ...

Re-thinking the conceptualization of customer value and service quality within the service-profit chain

Purpose – To provide an alternative view of customer value and service quality as conceptualized in the service-profit chain. Design/methodology/approach – A survey of the vast and diverse literature on the concepts of value and quality is used to reconceptualize these constructs as they are used in the service-profit chain. The concept of intrinsic value and quality is proposed as an addition ...

The Role of Ewom In Customer Engagement In Travel Service Organizations: An Affordance Perspective

The popularity of new media channels in recent decade has offered fertile ground for electronic word-of-mouth (eWOM) communication. By enabling interaction between organizations and customers, eWOM communication may increase organizations’ capability of customer engagement (CE). Despite the acknowledged importance of eWOM as an important new channel for customer engagement in tourism industry, ...