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...

The purpose of this study is to identify critical success factors and important approaches that service companies can utilize in the design of products, services, and programs. It is common for service companies to have design teams that are responsible for facilitating the innovation process....

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...

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...

Service industries hold an increasingly dynamic and pivotal role in today's knowledge-based economies. The logistics industry is a classic example of the birth and development of a vital new service-based industry, transformed from the business concept of transportation to that of serving the...

Service industries hold an increasingly dynamic and pivotal role in today?s knowledge-based economies. The logistics industry is a classic example of the birth and development of a vital new service-based industry, transformed from the business concept of transportation to that of serving the...

Cost cap tariffs are pay-per-use tariffs for which costs cannot exceed a predefined cost limit. They were recently introduced to telecommunications markets, but were previously also applied in the insurance industry as deductibles or in the rental industry as day rates. This paper develops and...