Customer Relationships and Experiences
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.
Economic Consequences of Providing Quality and Customer SatisfactionJan 1, 1993 Eugene W. Anderson, Claes Fornell, and Donald R. Lehmann, 1993, 93-112
By investigating links between customer-based measures of firm performance and traditional accounting measures of economic returns, demonstrates the economic benefits of increasing customer satisfaction.
Development and Validation of the Corporate Social Style Inventory: A Measure of Customer Service SkillsJan 1, 1993 Juan I. Sanchez and Scott L. Fraser, 1993, 93-108
Traces the development of a questionnaire that offers companies a practical way to evaluate service orientation in prospective customer-contact employees.
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