Customer Relationships and Experiences
Is Household-Specific Targeting Worth It?Jan 1, 1994 Peter E. Rossi, Robert E. McCulloch, and Greg M. Allenby, 1994, 94-118
Assesses the potential profitability of using household purchase histories to more fully customize direct marketing activities.
Moving Forward in Service Quality Research: Measuring Different Customer-Expectation Levels, Comparing Alternative Scales, and Examining the Performance-Behavioral Intentions LinkJan 1, 1994 A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, 1994, 94-114
Reviews current literature on key conceptual and methodological issues pertaining to expectations in measuring service quality; discusses study designed to address unresolved issues and add to our knowledge of service quality measurement.
Using Information Technology to Reduce Coordination Breakdowns in Customer Support TeamsJan 1, 1994 Sukumar Rathnam, Vijay Mahajan, and Andrew B. Whinston, 1994, 94-105
Describes a framework that customer support team managers can use to determine the forms of information technology that will most effectively improve team coordination, given the characteristics of a team's problem-solving processes.
The Capabilities of Market-Driven OrganizationsJan 1, 1993 George S. Day, 1993, 93-123
Identifies the capabilities that distinguish market-driven organizations and offers lessons on applying the capabilities approach to the design of programs for enhancing market orientation. MSI Best Paper Award Winner
Service Quality Implementation: The Effects of Organizational Socialization and Managerial Actions on Customer-Contact Employee BehaviorsJan 1, 1993 Michael D. Hartline and O.C. Ferrell, 1993, 93-122
Examines the impact of company socialization practices and managerial actions on employee behaviors that are critical to the successful delivery of high-quality service; recommends socialization practices and managerial actions that can be especially valuable in a services context.
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