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How Do Customers Respond to Increased Service Quality Competition?
Customer Relationship Management Quality Customer Value and Value Chain Service Operations Consumer Behavior
2015/4/24
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive d...
Service Blueprinting: An Effective Approach for Targeting Critical Service Processes – With a Case Study in a Four-Star International Hotel
Blueprinting Critical Hotel Process Service
2010/10/18
While techniques such as service blueprinting has been used mostly for analysis of a single service process, its application in targeting and selecting critical service processes have not been address...
Effects of IT Maturity and Freedom of Choice regarding relations between the Service Provider and its clients
IT Maturity Freedom of Choice Relations Roles
2008/11/11
The roles of the public servants seem to change towards increased service attitudes influenced by degree of IT Maturity and towards increased degree of problem solving influenced by increased degree o...
Reverse logistics for recycling: The customer service
reverse logistics customer service multivariate statisticsDownloads
2008/11/11
Customer service is a central concern in the logistics practice and a study topic in the forward logistics research. This article investigates the elements of customer service and their importance in...
K.K. Chung Service Scholarship
2008/1/18
In memory of an old friend of the CCER, Hong Kong entrepreneur Mr. Kwok Kwong Chung and his wife Chung Hui Sun, the CCER established the "Kwok Kwong Chung Service Scholarship" in 1998. The scholarship...
We present in this paper a general description about the business services in China. With some reform on liberalization in business services, the structures of service markets have been changed great....