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2. An Expanded Model of the Service Encounter with Emphasis on Cultural Context
3. Internationalization in knowledge-intensive Service Companies - A frame of reference and some management implications
4. A model for Analysis of Service-producing Organisations Focusing on Quality Improvement
5. A model for Analysis of Service-producing Organisations Focusing on Quality Imrovement
6. Managing Internationalization in Knowledge-intensive Service Companies - A Tentative Frame of Reference
7. Problem Detection In Service Management System - A Consistency Approach in Quality Improvement
8. Service Production and Services Marketing in Manufacturing Companies
9. Service Design
10. Strategic Management Thinking in Service Firms : Modeling the Qualitative Demension in Causal Maps
11. Service Design : A TQM Instrument for Service Providers
12. A Critical Incident Approach of Examining the Effects of Service Breakdowns on Custoemr Relationships. The Case of Swedish and US Airlines
13. Analysis Planning, Improvisation and Control in the Development of New Services - some Swedisch experiences
14. Quality in Professional Services - An Empirical Study of Company Healt-care
15. A Critical Incident Approach of Examining the Effects of Service Breakdowns on Customer Relationships : The Case of Swedish and US. Airlines
16. Service Quality Improvement - Making it Really Work
17. Towards a Total Service Quality Concept : A theoretical Model and some empirical Findings
18. Customer Focused Product Development in Practise - A Case Study at Scandinavian Airlines System (SAS)
19. Kvalitet i tjänsteutveckling
20. Kvalitet i tjänsteutveckling resultat från en världsomspännande studie
21. Customer Complaints and Switching Behavior : A Study of relationship dynamics in a telecommunication company
22. The IKEA Saga : a success story about a company driven by Service Culture and Service Strategy
23. The IKEA saga : a success story about a company driven by Service Culture and Service Strategy
24. Does the Use of Decision Heuristics Influence Impulse Buying?
25. Triggers for Customer Switching : A case study at Volvo Car Corporation
26. 'The IKEA Saga' : Service Culture and Service Strategy
27. A content analysis of complaints and compliments
28. Describing and Understanding Directive Incidents in Customer relationships
29. Describing and Understanding Directive Incidents in Customer relationships
30. The Effect of Triggers in Customer Relationships
31. THE IKEA Saga : How Service Culture Drives Service Strategy
32. Understanding the Trigger Effect on Customers' Maturity Processes in Telecommunications
33. Customer Clubs in Telecommunications - A Relationship Marketing Perspective
34. Customer Expectations on Service Guarantees
35. Sales of Environmentally Harmful Products : An Experimental Study of the Impact of Governmental Subsidies on Price Setting
36. Corporate Social Responsibility and Brand Cultivation
37. Corporate Social Responsibility and Brand Cultivaton
38. Culture-related Issues and Implications for Service Quality in the Singapore Workforce
39. Satisfiers and Dissatisfiers in the Service Encounter
40. The Dyadic Subsidy Game: Effects of Uncertain and Changing Subsidies on Price Setting
41. The Role of Customer Clubs in Telecom Relationshops
42. The Role of Satisfiers and Dissatisfiers in the Sercie Encounter
43. The Role of satisfiers and Dissatisfiers int the Service Encounter
44. Effects of uncertainty reduction and cooperation on price setting in an imperfect price-competition game
45. Experimental tests of system of governmental subsidies for sustainable production
46. New Organisations and their Effects for Employees and Customers
47. Quality in New Service Development ' Critical Success Factors
48. Quality in New Service Development: Critical Success Factors
49. Satisfiers and Dissatisfiers in Services - The Role of Time and Customer - Employee Interaction in Problem Resolution
50. Service Quality : Beyond Cognitive Assessment
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