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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

Process improvement in the banking sector

Kovacs, Zsofia - In: Journal of securities operations & custody 8 (2015/2016) 1, pp. 56-64

Persistent link: https://www.econbiz.de/10011488452

Is it better for salespeople to have the highest customer orientation or a strong fit with their group's customer orientation? : findings from automobile dealerships

Arndt, Aaron D.; Karande, Kiran - In: Journal of retailing and consumer services 19 (2012) 3, pp. 353-359

Persistent link: https://www.econbiz.de/10009541791

The effect of customer relationship management adoption in business-to-business markets

Ata, U. Zeynep; Toker, Aysegul - In: The journal of business & industrial marketing 27 (2012) 6, pp. 497-507

Persistent link: https://www.econbiz.de/10009665463

Investigating the influence of velocity performance on satisfaction with third party logistics service

Briggs, Elten; Landry, Timothy D.; Daugherty, Patricia J. - In: Industrial marketing management : the international … 39 (2010) 4, pp. 640-649

Persistent link: https://www.econbiz.de/10003983996

Interrelations of service quality and service loyalty dimensions in medical tourism : a structural equation modelling approach

Debata, Bikash Ranjan; Patnaik, Bhaswati; Mahapatra, … - In: Benchmarking : an international journal ; BIJ 22 (2015) 1, pp. 18-55

Persistent link: https://www.econbiz.de/10010519965

Customer-centered measurement of service operations: a B2B case study

Ukko, Juhani; Pekkola, Sanni - In: Operations management research : OMR ; advancing … 9 (2016) 1/2, pp. 11-21

Persistent link: https://www.econbiz.de/10011738839

Studies of CRM : management capabilities and the mediating role of customer satisfaction

Hsu, Cheng-Se; Islam, Majidul; Yang, Yi-feng - In: International journal of business excellence 10 (2016) 2, pp. 264-282

Persistent link: https://www.econbiz.de/10011666285

Information technology, customer satisfaction, and profit : theory and evidence

Mithas, Sunil; Krishnan, Mayuram S.; Fornell, Claes - In: Information systems research : ISR 27 (2016) 1, pp. 166-181

Persistent link: https://www.econbiz.de/10011460172

Why Sales Reps Should Welcome Information Technology : Measuring the Impact of CRM-Based IT on Sales Effectiveness

Ahearne, Michael; Hughes, Douglas E.; Schillewaert, Niels - 2014

This study seeks to answer the following question: Can sales representatives enhance their performance through their acceptance of information technology (IT) tools? Using data collected from two companies, we show that despite uncertain results and the frequent resistance among salespeople to...

Persistent link: https://www.econbiz.de/10014195501