Straipsnyje pristatoma originali naujų paslaugų įdiegimo modelio modifikacija. Modelį sudaro šeši funkciniai komponentai: naujų paslaugų diegimo tikslingumo nustatymas, naujos paslaugos sumanymas, analizė, projektavimas, komercializavimas ir įdiegimo vertinimas. Argumentuota kiekvieno...

Purpose - Skill shortages worldwide have intensified the need for talent management. Few papers examine the pattern of human resource (HR) and talent management practices that help retain competent employees among service multinational companies (MNCs) in Asia. The purpose of this paper is to...

In recent years, customer relationship management (CRM) has been the favoured theme for numerous studies and reports. Yet, there is a lack of systematic empirical evidence regarding the critical success factors (CSFs) for the CRM implementation, the activities that are affected by the use of the...

This study is a comparison of typical customer comment cards in comparison tothe QS-1000 survey computer. Each of these instruments can be used to gather data fromcustomers regarding their opinions on service. As compettion throughout the serviceindustry increases, the need for businesses to...

Purpose: The purpose of this paper is to contribute to the analysis of firms? innovative activities from the knowledge-intensive service activities (KISA) point of view and analyse their relation to the firms? competitive performance in the case of a mature industry, the Spanish ceramic tile...

Based on a fourteen-month period of ethnographic research conducted in an Australian Coastal hotel, this thesis explores the issues of management in a flexible organization. Using a textual approach to the study of organizations, the thesis focusses on the customer service discourse, its...

Purpose – Skill shortages worldwide have intensified the need for talent management. Few papers examine the pattern of human resource (HR) and talent management practices that help retain competent employees among service multinational companies (MNCs) in Asia. The purpose of this paper is to...