The book deals with product recommendations generated by information systems referred to as recommender systems. Recommender systems assist consumers in making product choices by providing recommendations of the range of products and services offered in an online purchase environment. The...

Viele Unternehmen nutzen bestehende Umsatz- und Gewinnmöglichkeiten im Kundendienst bislang nicht konsequent genug aus. Voraussetzung für eine umfassende Ausschöpfung dieser Potentiale ist eine differenzierte und zielgruppengerechte Servicepolitik. Bisher existierten jedoch kaum geeignete...

Online shopping is gaining popularity in Pakistan but the research on its determinants is scarce. The main purpose of this study is to explore what factors are important in developing online purchase intention of Pakistani youth interested in shopping through the internet. The data were...

"Twenty years ago, this seminal book on experience innovation by Joseph Pine and James Gilmore explored how savvy companies excel by offering compelling experiences for customers--resulting not only in customer allegiance but also in a more profitable bottom line. Translated into more than...

Foreword / by Don Hicks, managing director, Multiverse Investments, Detroit Area, USA -- Adapt or die : the problems facing traditional supply chains -- Surviving in today's fast-moving topsy-turvy world -- Dynamic alignment : a heuristic to cut through complexity -- High-performance supply...

Research Questions: Are the effects of productive leadership on individual working performance higher than the effects of pay-for-performance programs? Methods: Empirical study using survey to evaluate the correlation between individual working perfor-mance of employees, pay-for- performance...

Preface -- Acknowledgments -- The profession -- The customer service profession -- Contributing to the service culture -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Customer service and behavior -- Service breakdowns and service recovery --...

Introduction: Customer service vs. customer experience -- Seeing customer service strategically -- What do customers want? -- Creating a customer service system with tactical responses and strategic problem prevention -- Going beyond basic service : engagement and delight -- Working with...

"In business, if people merely like you, you're in trouble. They need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans."--

"Customer Service Essentials: Lessons for Africa and Beyond is written with the understanding that successful organizations build a base of loyal customers who provide repeat business and positively influence potential customers. Building positive relationships with loyal customers requires...

Die vorliegende explorative Studie beschäftigt sich mit der Verbindung von Service-Design und Markenpersönlichkeit. Angesichts der Tatsache, dass der Service- bzw. Dienstleistungssektor immer wichtiger wird, rückt auch das Forschungsfeld Service-Design mehr in den Vordergrund. Dieser Artikel...

Since the 1960s, people dream to enrich the reality with virtual elements. Today, technologies like Smartphones are widely available and grant easy access to Augmented Reality services. This article examines the usefulness of Augmented Reality as a tool for customer services that go beyond funny...