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After-sales services : technology management and beyound
Taifi, Nouha - In: Journal of information & knowledge management : JIKM 13 (2014) 1, pp. 1-9
Persistent link: https://www.econbiz.de/10010362578
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Service orientation in delivery : perspectives from employees, customers, and managers
Frimpong, Kwabena - In: Services marketing quarterly 35 (2014) 1, pp. 54-67
Persistent link: https://www.econbiz.de/10010346092
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Measuring the variance of customer waiting time in service operations
Zhao, Xiaofeng; Hou, Jianrong; Gilbert, Kenneth C. - In: Management decision : MD 52 (2014) 2, pp. 296-312
Purpose: Waiting lines and delays have become commonplace in service operations. As a result, customer waiting time guarantee is a widely used competition strategy in service industries. To implement waiting time guarantee strategy, managers need to not only know the average of waiting time, but...
Persistent link: https://www.econbiz.de/10010354244
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IT-Field-Services
Grünschloß, Michael - In: IT-Outsourcing in der Praxis : Strategien, …, (pp. 119-130). 2011
Persistent link: https://www.econbiz.de/10008773127
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Professionelles Kundendienstmanagement : Strategie, Prozess, Komponenten
Hofbauer, Günter; Rau, Daniela - 2011
Persistent link: https://www.econbiz.de/10008778526
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Aufbau des After Sales Service bei LEWA zum vollwertigen Profit-Center
Ilka, Andreas - In: Controlling von Dienstleistungen : [die wichtigsten …, (pp. 205-222). 2010
Persistent link: https://www.econbiz.de/10008657790
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Managing satisfaction in relationships over time
Aflaki, Sam; Popescu, Ioana - 2010
Persistent link: https://www.econbiz.de/10008807683
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Service-Management : Prozesse, Strukturen, Logistik
Tritt, Walter - 2000
Persistent link: https://www.econbiz.de/10001465837
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Typology of Kano models : a critical review of literature and proposition of a revised model
Shahin, Arash; Pourhamidi, Masoud; Antony, Jiju; Park, … - In: International journal of quality & reliability management 30 (2013) 3, pp. 341-358
Persistent link: https://www.econbiz.de/10009729996