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Academic Journals
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From:Advances in Environmental BiologyPeer-ReviewedQuality is a term with a long history but without agreed upon and clear definition. It has turned into a critical issue in global competition. Customer satisfaction has gradually affected the concept of quality so much...
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From:Management Science (Vol. 52, Issue 11) Peer-ReviewedWe study a service facility in which the system manager dynamically controls the arrival and service rates to maximize the long-run average value generated. We initially consider a rate-setting problem where the service...
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From:Financial Services MarketingPeer-ReviewedFirms that target marketing budgets against high-value customers with a focus on maintaining and growing relationships can reap short- term results, long-term benefits Consumer confidence is down. Earnings reports...
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From:Harvard Business Review (Vol. 76, Issue 1)The premature death of relationship marketing can only be attributed to the perverted use of the concept by marketers, whose concept of the relationship is one-way. Marketers are listening to customers only in terms of...
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From:Cornell Hotel & Restaurant Administration QuarterlyPeer-ReviewedA team of Michigan State University researchers found that there is no solid profile of objectionable customers. Offensive customers may just as likely to be women or men, may be of any race and are just as likely to...
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From:Administrative Science Quarterly (Vol. 35, Issue 4) Peer-ReviewedThis exploratory study of 57 bankrupt firms and 57 matched survivors compared senior managers' letters of shareholders during demand-decline crises to see which aspects of the environment they pay attention to. Through...
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From:Human Resource Planning (Vol. 15, Issue 2) Peer-ReviewedCollaboration between strategic and human resource activities is an important source of competitive advantage for business firms and a way in which unity between customers and employees can be achieved. Thus, specific...
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From:Management Review (Vol. 78, Issue 11) Peer-ReviewedThe Business of Running a Railroad: Staying on Track With Customer Needs Anyone who commutes to work using public transportation knows there's only so much reliability you can expect. At one time or another, a sick...
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From:Business Horizons (Vol. 37, Issue 1) Peer-ReviewedCustomer partnerships are developed between businesses through a five-stage process that includes definition of mutual objectives and execution of responsibilities. The following five stages are analyzed: objectives and...
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From:Training & Development (Vol. 48, Issue 12) Peer-ReviewedA knack for building strong interpersonal relationships with clients is crucial to the success of any salesperson. Unfortunately, according to Michael Leimbach, director of research for Eden Prairie, MN-based Wilson...
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From:Communications of the ACM (Vol. 38, Issue 5) Peer-ReviewedRequirements definition is a customer-focused approach to production that aims to increase marketability of output. It considers factors other than economics such as cultural, organizational and interpersonal aspects of...
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From:Management Decision (Vol. 35, Issue 3-4) Peer-ReviewedA formal value paradigm is proposed to provide relationship marketing with an all-encompassing theory. It is argued that a theory rooted in humanistic philosophy is beneficial because it can be applied to all kinds of...
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From:Management Review (Vol. 85, Issue 8) Peer-ReviewedCustomer and employee retention should be important to a company's bottom line. Companies are not measuring these figures which is irresponsible. Most companies lose 50% of their customers within four or five years and...
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From:Journal of Retailing (Vol. 73, Issue 2) Peer-ReviewedSalesperson behavior with respect to selling orientation-customer orientation (SOCO) is shown to influence customer satisfaction with the salesperson, dealer, product and manufacturer in a national sample of new car...
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From:Sloan Management Review (Vol. 40, Issue 1) Peer-ReviewedHarmony among three vectors - customer interaction, asset sourcing, and knowledge leverage - and a strong IT platform form the strategy and structure of a business model for the knowledge economy. (Reprinted by...
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From:Management Science (Vol. 51, Issue 2) Peer-ReviewedWe analyze the allocation of priority in queues via simple bidding mechanisms. In our model, the stochastically arriving customers are privately informed about their own processing time. They make bids upon arrival at a...
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From:Management Science (Vol. 48, Issue 4) Peer-ReviewedIncreasingly, business clients are actively leading information systems (IS) projects, often in collaboration with IS professionals, and they are exercising a greater degree of project control. Control is defined as all...
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From:Journal of the Professional LawyerIntroduction Nearly 100 years ago, the American Bar Association ("A.B.A.") promulgated the first national code of legal ethics in this country. From its adoption in 1908, (1) until it was superseded by the A.B.A.'s...
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From:Optometry Times (Vol. 6, Issue 7)In the introductory article to this series, we discussed that there are seven parts to a retail sale. If an optician uses all seven parts and does them skillfully, the likelihood that the customer will purchase...
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From:Operations Research (Vol. 59, Issue 4) Peer-Reviewed