It is not sufficient for firms to deliver products that have technical excellence. Products should be easy to use and fit in with the work practices, activities and context of the consumer. Product usability is now recognized as a critical dimension of product quality. Product usability is...

Purpose – The purpose of this paper is to examine empirically the dimension of personal touch and its elements of individual attention, helpfulness, courtesy, and promptness as determinants of customer satisfaction for passenger airlines. Design/methodology/approach – Survey data from 437...

To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply...

An increasing number of organizations are now implementing customer relationship management (CRM) systems to support frontline employees’ service tasks. With the belief that CRM can enhance employees’ service quality, management often mandates employees to use the implemented CRM. However,...