This article investigates the customer service function in industrial firms. A distinction is drawn between definitional, measurement, and management aspects of the service function. A model regarding relationships between company descriptors, customer service, and organizational performance is proposed. Results of a survey of marketing managers in industrial firms suggest that the measurement and management of customer service vary as a function of organizational descriptors, and all three components of service impact on organizational performance
Coincident with the increasing importance of services as a primary component of the economies in dev...
The paper adds to the stream of Performance Measurement System (PMS) research with understanding the...
Although various manufacturing companies have developed into total solution providers, no research a...
This article investigates the customer service function in industrial firms. A distinction is drawn ...
The concept of customer service (CS) as applied within manufacturing firms had and will continue to ...
With the development of today’s market, customer’s demand is becoming more and more complicated. The...
Purpose of the paper This article introduces the service function concept, as well as why and how it...
Abstract Purpose of the paper This article introduces the service function concept, as well as why a...
This paper treats of the Customers Service performance and it's typologies within the Supply Chain M...
Over the last three decades, the principles of service management have become widely accepted. These...
A model of customer service behavior and outcomes was proposed and tested among man-agerial-supervis...
Performance measurement is a cornerstone of the effective management of any business. Clearly-defin...
The rapidly growing field of services marketing has had a strong focus on consumer services. This a...
Service organisations have in the recent past become the focus of attention in America and Westem Eu...
Although various manufacturing companies have developed into total solution providers, no research a...
Coincident with the increasing importance of services as a primary component of the economies in dev...
The paper adds to the stream of Performance Measurement System (PMS) research with understanding the...
Although various manufacturing companies have developed into total solution providers, no research a...
This article investigates the customer service function in industrial firms. A distinction is drawn ...
The concept of customer service (CS) as applied within manufacturing firms had and will continue to ...
With the development of today’s market, customer’s demand is becoming more and more complicated. The...
Purpose of the paper This article introduces the service function concept, as well as why and how it...
Abstract Purpose of the paper This article introduces the service function concept, as well as why a...
This paper treats of the Customers Service performance and it's typologies within the Supply Chain M...
Over the last three decades, the principles of service management have become widely accepted. These...
A model of customer service behavior and outcomes was proposed and tested among man-agerial-supervis...
Performance measurement is a cornerstone of the effective management of any business. Clearly-defin...
The rapidly growing field of services marketing has had a strong focus on consumer services. This a...
Service organisations have in the recent past become the focus of attention in America and Westem Eu...
Although various manufacturing companies have developed into total solution providers, no research a...
Coincident with the increasing importance of services as a primary component of the economies in dev...
The paper adds to the stream of Performance Measurement System (PMS) research with understanding the...
Although various manufacturing companies have developed into total solution providers, no research a...