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Business model evolution of customer care services

Majava, Jukka; Isoherranen, Ville - In: Journal of industrial engineering and management : JIEM 12 (2019) 1, pp. 1-12

Purpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the business models during recent years and their implications for companies...

Persistent link: https://www.econbiz.de/10012002374

Beschwerdemanagement für Dienstleister

Balderjahn, Ingo - 1996

Persistent link: https://www.econbiz.de/10000967026

Service coproduction and customer participation

Marion, Frédéric - In: Advances in services marketing, (pp. 17-26). 1997

Persistent link: https://www.econbiz.de/10001297073

Dienstleistung - Veränderungen für die Arbeit der Zukunft

Bullinger, Hans-Jörg (contributor) - In: Dienstleistungsoffensive - Wachstumschancen intelligent …, (pp. 15-34). 1998

Persistent link: https://www.econbiz.de/10001325148

Customer engagement with a service offering : a framework for complex services

Ng, Sylvia; Plewa, Carolin; Sweeney, Jillian C. - In: Customer engagement : contemporary issues and challenges, (pp. 193-210). 2016

Persistent link: https://www.econbiz.de/10011430762

Dimensions of lodging guest satisfaction among guests with mobility challenges : a mixed-method analysis of web-based texts

Zhang, Ye; Cole, Shu Tian - In: Tourism management : research, policies, practice 53 (2016), pp. 13-27

Persistent link: https://www.econbiz.de/10011439981

How service customers tidy their service quality perceptions

Georgantzas, Nicholas C.; Katsamakas, Evangelos - In: Human systems management : HSM 35 (2016) 2, pp. 129-139

Persistent link: https://www.econbiz.de/10011547920

Enhancing customer experience in the service industry : a global perspective

Altinay, Levent (ed.); Poudel, Surya (ed.) - 2016

Persistent link: https://www.econbiz.de/10011419571

Customer input management in service processes : needs and tools

Seppänen, Kaisa; Huiskonen, Janne; Karppinen, Henri - In: International journal of business innovation and research 9 (2015) 1, pp. 100-114

Persistent link: https://www.econbiz.de/10011506876

A framework for a customer approach to performance measurement in a service context

Ukko, Juhani; Pekkola, Sanna - In: International journal of services and operations management 22 (2015) 2, pp. 210-220

Persistent link: https://www.econbiz.de/10011522569

A service of the