Findings – New competencies are needed to initiate the transition from products to service and to manage service-based offerings. The findings are summarised in two categories. The first, “customer value socialisation”, refers to the sharing of experiences and knowledge among employees. The second...
A Project Designed to Improve Administrative Department Staff's Professional Competence in Customer Service Through OJT (On-The-Job Training) 热度: Manufacturing flexibility defining and analyzing relationships among competence, capability, and customer satisfaction ...
service qualityMalaysiaThis article aims to better understand the impact of intercultural communication competence (ICC) on personal interaction (PI) and customer satisfaction (CS) in grocery retailing. Measurement of the constructs and their interrelationships were examined based on structural equation ...
In Essay 1, we build the theoretical framework necessary to advance a theory of Service Improvisation Competence, and we propose a nomological network that links service delivery design choices facility design, managerial practices, information distribution, and the procedures that regulate customer-...
We developed and tested a two-level model in which service employees' emotional competence is related to both service employees' and customers' state positive affect. Customers' positive affect, in turn, is related to customers' specific and general evaluations of the service rendered. A total of...
aYou can book the Bavaria-Ticket in the “Information & booking” section by selecting the “Local transport” option or by clicking the booking button right here. Enter the desired travel date and select your ticket. 您在“信息&售票”部分能预定巴伐利亚票通过选择“地方运输”选择或通过点击售票...
<bold>Purpose</bold>Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees' warmth and competence and service failure types on customer's service recovery cooperation intention after a service failure and before service recove...
First, the development of enterprises is the core competitiveness of the core competency lies in technology, technology from the management, management by the corporate culture. Corporate culture for the growth of a enterprise, may not be the most direct expression of factors, but the most lasting...
In the cruise industry, there’s no room to cut corners. Safety, service and innovation all have to combine to provide an unmatched experience for customers. A strong foundation of knowledge and expertise provides the starting point for maritime professionals and companies to provide the experience...
Small firm success and the art of orienteering: the value of plans, planning, and strategic awareness in the competitive small firm activities and a core competence, helps to make sense of this context, and serves as a means of managing interactions between the firm and its ... PD Hannon,...