The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study...

This study reveals different types of self-service kiosk customer value and synthesizes the self-service kiosk customer value framework, which includes four value groups and three types of customer value elements. The study also reveals gaps which stem from the inconsistency and fragmented...

Purpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the business models during recent years and their implications for companies...

Research question: The present paper deals with the question of which consumers take advantage of the customer-friendly returns service and whether consumers are aware of the consequences of account blocking. Against the background of this question, it is of interest whether abuses are more...

In this paper, we study an e-grocer’s problem of differentiated slotting in last-mile logistics for attended home delivery. The purpose of differentiated slotting is to statically determine which time slots should be on offer throughout the selling horizon in each area of a delivery region on...

This paper investigates the price and service rate decisions in a customer-intensive service in an M/M/1 queue system under the influence of social interactions, where a higher value of the service is perceived if more customers purchase the service. The customer-intensive nature of the service...

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...

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...

"Customer service expert Chip Bell takes readers to the next level of customer-centric innovation-not just listening to your customers or partnering with them but cocreating products and services with them"--