The employees deliver services to customers and interact with them using emotional labor. The causes of emotional exhaustion under several circumstances have been thoroughly investigated. One approach is to view the employee-customer interaction as an actor-audience relationship, known as...

Consulting firms (CFs) sell services on a project basis to many clients and must therefore continuously tender for new contracts. One frequently used strategy by CFs is to visit the clients in connection to the tenders. The reason to the visits is either: 1) to influence the client in his...

Die Bedeutung des Servicegeschäfts der Industrieunternehmen nimmt zu und die Unternehmen wollen sich mit ihrem Serviceangebot differenzieren und Erlösmöglichkeiten ausschöpfen. Die Umsetzung gelingt den Unternehmen oft nur mittelmäßig. Dieser Artikel zeigt, mit welchen Maßnahmen...

The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implication for companies with a focus on product development and product sales. This paper looks at new service development (NSD) literature and argues for design...

This article aims at exploring the stage of implementation of mediation as method for the alternative resolution of disputes among consumers and providers of banking services, in Romania. The importance of the topic stems from the increase in the number of customer complaints about banking...

Service quality has been a topic of extensive inquiry for decades that has emerged in form of self-service which has profound effects on the way customers interact with firms to create positive service outcomes i.e., customer convenience, security, and behavioral intentions. This study focuses...

The aim of this paper is to define the significance of different indicators that affect the expected benefit of customers when using loyalty cards in the purchasing process in the retail sector. As the most important indicators that affect expectations while using loyalty cards, the following...

Central counterparties (CCPs) have increasingly become a cornerstone of financial markets infrastructure. We present a model where trades are time-critical, liquidity is limited and there is limited enforcement of trades. We show a CCP novating trades implements efficient trading behaviour. It...

Unternehmen, die als Kapitalmarktneulinge liquide Mittel mithilfe von Mikroanleihen mobilisieren wollen, treffen im traditionell durch Bankenintermediation geprägten Finanzsystem Deutschlands auf erhebliche Marktwiderstände. Ob es so zur Disintermediation kommt, hängt von der Reputation des...