Titlebook: Service Quality and Management; Paul Kunst,Jos Lemmink,Bernd Stauss Book 1999 Springer Fachmedien Wiesbaden 1999 Call Center.Dienstleistun

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Criticality of Critical Incidents in Customer Relationships relationship view. The main research questions are: “In what way do critical incidents affect the customer relationship? How critical are critical incidents? When and why are critical incidents critical?”. We develop and present a tentative framework for analyzing critical incidents in customer rel

雄辯

Critical Incidents in Dutch Consumer Press: Why Dissatisfied Customers Complain with Third Partiess on brand promotions and retail promotions of 52 and 137 items respectively were studied in more detail..Dissatisfiers in the incidents have been classified according to attributes of the promotions and the employee behavior. Customer behavior is described and classified in so far as it leads to co

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Beyond the Call of Duty: The Impact of Perceived Support on Attitudes and Behavior of Temporary Callff, employed by specialized temporary helping service agencies, is used within call centers. These agencies play a pivotal role in motivating and establishing desirable behaviors of the agents. In this paper we examine exchange relationships of temporary call center agents with their agency as well

Repetitions

Quality Management and Organizational Changeis paper presents the results of the research we have conducted in five companies..Our research illustrates that very rigid, “standardized strategies” for change have led to difficulties. On the contrary, “heuristic strategies” for change have given rise to good results. These heuristic strategies f

杠桿

Sales-Related Benefit-Analysis of Service Quality Investments — The Moderating Role of Customer Relaaims at generating economic success by satisfying and retending current customers. However, as other activities of service corporations, quality activities should be assessed against their profitability. This paper presents an approach for quantifying the benefit of quality activities generated by i