Studies in process change have focused on the improvement of operational performance measures such as the actual waiting time of a service system. However, process redesign may not only change the actual waiting time but also have signi"cant impact on perceived waiting time. We examine how process changes a7ect customer perceptions on waiting and customer satisfaction. We describe a "eld study ...

This paper presents the case study of BT Italy, which has implemented a performance dashboard to monitor business processes to deliver customer services. Top Management had a punctual view of the business processes, performance, such as Order Acquisition, Order delivery. Nevertheless, it wanted to enhance the end-to-end view to take actions improving the customer experience and reducing the lea...

Efficient and effective response to the requirements of customers is a major performance indicator. Failure to satisfy customer requirements implies operational weaknesses in a company. These weaknesses will damage both the rights of customers and the reputation of the company. The traditional method of handling customer requirement for a machine tool manufacturer was dominated by manual proces...

This paper presents research-in-progress. An extensive customer-centric data warehouse architecture should enable both complex analytical queries as well as standard reporting queries on customer data without performance restrictions for both requirements. This paper introduces a dichotomic approach, which brings together these contradicting tasks of a data warehouse. On the one hand, it elabor...

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and...

This article purports to investigate the relationship – in an empirical way – between the various key performance indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with cu...