[BOOK][B] Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer
RL Oliver - 2014 - taylorfrancis.com
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
[HTML][HTML] Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
Abstract Service researchers have emphasized the importance of studying the service
experience, which encompasses multiple service encounters. Although the reflection on a …
experience, which encompasses multiple service encounters. Although the reflection on a …
Customer feedback and data collection techniques in software R&D: a literature review
In many companies, product management struggles in getting accurate customer feedback.
Often, validation and confirmation of functionality with customers takes place only after the …
Often, validation and confirmation of functionality with customers takes place only after the …
Service recovery: a framework and empirical investigation
Although recovery activities are primarily managed by the operations function, service
recovery has received little attention in the operations management literature. This paper …
recovery has received little attention in the operations management literature. This paper …
Impact of Covid-19 on passengers and airlines from passenger measurements: Managing customer satisfaction while putting the US Air Transportation System to …
The COVID-19 pandemic has had a significant impact on the air transportation system
worldwide. This paper aims at analyzing the effect of the travel restriction measures …
worldwide. This paper aims at analyzing the effect of the travel restriction measures …
Vehicle defect discovery from social media
A pressing need of vehicle quality management professionals is decision support for the
vehicle defect discovery and classification process. In this paper, we employ text mining on a …
vehicle defect discovery and classification process. In this paper, we employ text mining on a …
Acquiring and develo** human capital in service contexts: The interconnectedness of human capital resources
Past research has not adequately considered the importance of interconnected human
capital resources. Drawing on the resource-based view, we propose a dynamic model in …
capital resources. Drawing on the resource-based view, we propose a dynamic model in …
Service operations strategy, flexibility and performance in engineering consulting firms
D Arias Aranda - International Journal of Operations & Production …, 2003 - emerald.com
In this paper, the relationship between operations strategy and performance through
flexibility as a moderating variable is analysed within the service setting of engineering …
flexibility as a moderating variable is analysed within the service setting of engineering …
What's buzzing in the blizzard of buzz? Automotive component isolation in social media postings
In the blizzard of social media postings, isolating what is important to a corporation is a huge
challenge. In the consumer-related manufacturing industry, for instance, manufacturers and …
challenge. In the consumer-related manufacturing industry, for instance, manufacturers and …
Determinants of innovation through a knowledge‐based theory lens
In this paper, a model for determining innovation degree in service industries is presented.
Such a model is developed under the knowledge‐based theory lens. So, knowledge flows …
Such a model is developed under the knowledge‐based theory lens. So, knowledge flows …