-Under the advancement of technology and change of environment, enterprises should comply with environmental trends, integrate internal and external resources and competence, adopt “immediate innovation” and knowledge flow in organizations, complementary competence and immediate and smooth communication with customers in order to allow organizations to acquire external knowledge and improve inn...

Purpose – Firms operating in the service sector must have a dynamic structure to be competitive in a volatile business environment. The dynamic structure brings skilled employees and talented managers together to create effective strategies for global competition. In traditional retail service companies, the majority of the staff interacts intensively with the clients and engaged in advanced fa...

The competition among shopping malls is getting increasingly more intense.In order to enhance corporate competitiveness and profitability, how toretain key loyal customers has become an important issue for the managers ofshopping malls. Customer loyalty programs are a universal practice. Thisstudy proposes an analytical model for developing the strategic management...

this study examined the effect of service quality and satisfaction on customer loyalty in sport clubs of tehran city. the study was descriptive-correlation which was conducted as a field study. the statistical population consisted of customers who attended bodybuilding, fitness and aerobics sport clubs for at least 6 months in tehran. 5 districts (out of 22) of tehran city were selected by clus...

this research offers a comprehensive model to investigate the relationships between services quality, hedonic affect, perceived value and behavioral intentions. the purpose of this study is to build a broader understanding of the determinants of customer satisfaction and behavioral intentions throughout the restaurant services by incorporating the perceptions of hedonic affect in service delive...

Customer Service Management (CSM) offers customers a “logical view” onto the service management of a service provider. CSM describes a management interface between customer and service provider and enables a customer to access service-specific management information about the subscribed service. The information flow across the CSM interface is bidirectional, from customer to service provider an...

We lend theoretical insight to the service climate literature by exploring the joint effects of branch service climate and the internal service provided to the branch (the service received from corporate units to support external service delivery) on customer-rated service quality. We hypothesized that service climate is related to service quality most strongly when the internal service quality...

This article presents a perishable inventory system under continuous review at a service facility in which a waiting area for customers is of finite size M . The authors assume that the replenishment of inventory is instantaneous. The items of inventory have exponential life times. It is assumed that demand for the commodity is of unit size. The service starts only when the customer level reach...

current research examines the impact of perceived justice (including distributive justice, procedural justice and interactional justice) on perceived service quality and customer behavioral intentions (including word of mouth, trust and revisit intention).statistical sample comprises 120 customers of iran insurance company in shiraz holding automobile insurance and have record of visiting the c...