A empirical study of a novel managing customer power model and business performance in the mobile service industry
Youseef Alotaibi and Fei Liu
| Year of publication: |
2014
|
|---|---|
| Authors: | Alotaibi, Youseef ; Liu, Fei |
| Published in: |
Business process management journal. - Bingley : Emerald Group Publishing Limited, ISSN 1463-7154, ZDB-ID 1379961-7. - Vol. 20.2014, 6, p. 816-843
|
| Subject: | Customer satisfaction | Flexibility | Service quality | Call centre | Questionnaires research | Waiting time | Business process modelling (PM) | Business performance | Change management | Customer differentation | Mathematical model | Priority queue | Kundenzufriedenheit | Dienstleistungsqualität | Prozessmanagement | Business process management | Callcenter | Organisatorischer Wandel | Organizational change | Warteschlangentheorie | Queueing theory | Beziehungsmarketing | Relationship marketing | Dienstleistungssektor | Service industry | Unternehmenserfolg | Firm performance | Qualitätsmanagement | Quality management |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010432347