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Customer Service: A Management Perspective
0 references·16 citing·55 second hop
Customer Service: A Management Perspective (1988)Customer Service: A Management PerspectiveThe new age of customer impatience (2018)The new age of customer impat…Strategic Management: An Empirical Investigation Of Selected Strategy Variables On Firms Performance: A Study Of Supply Chain Management In Large Private Manufacturing Firms In Kenya (2011)Strategic Management: An Empi…Multiple criteria and fuzzy based evaluation of logistics performance for intermodal transportation (2009)Multiple criteria and fuzzy b…Business service quality in an e‐commerce environment (2006)Business service quality in a…The drivers of customer orientation: an exploration of relational, human resource and procedural tactics (2004)The drivers of customer orien…Customer service strategy options: A multiple case study in a B2B setting (2004)Customer service strategy opt…Performance measurement in the transportation and distribution sector (1998)Performance measurement in th…Application of the means‐end value hierarchy model to understanding logistics service value (1997)Application of the means‐end …The adoption of information technology in customer service (1996)The adoption of information t…Some Propositions on Thrid Party Choice: Domestic vs. International Logistics Providers (1996)Some Propositions on Thrid Pa…Logistics and marketing components of customer service: an empirical test of the Mentzer, Gomes and Krapfel model (1996)Logistics and marketing compo…Building Good Business Relationships: More than Just Partnering or Strategic Alliances? (1993)Building Good Business Relati…Enhancing Service Responsiveness: The Strategic Potential of EDI (1992)Enhancing Service Responsiven…Data Envelopment Analysis for monitoring customer-supplier relationships (1992)Data Envelopment Analysis for…A Customer‐based Competitive Analysis for Logistics Decisions (1990)A Customer‐based Competitive …Furthering the Integration of Marketing and Logistics Through Customer Service in the Channel (1989)Furthering the Integration of…The Theory of Buyer Behavior (1971)Modeling Consumer Satisfaction Processes Using Experience-Based Norms (1983)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Drucker’s insights on market orientation and innovation: implications for emerging areas in high-technology marketing (2008)Logistics Service Quality: The Case of Da Nang City (2016)RESEARCH IN LOGISTICS SERVICE QUALITY: A SYSTEMATIC LITERATURE REVIEW (2019)Measuring the efficiency of decision making units (1978)Evaluating Program and Managerial Efficiency: An Application of Data Envelopment Analysis to Program Follow Through (1981)Supplier Selection Problem: Methodology Literature Review (2003)Evaluation and selection of sustainable suppliers in supply chain using new GP-DEA model with imprecise data (2017)Window data envelopment analysis approach: A review and bibliometric analysis (2021)Physical Distribution Service in Industrial Purchase Decisions (1976)Physical Distribution Service: A Fundamental Marketing Concept? (1989)Customer Satisfaction: A Comprehensive Approach (1990)A SUMMARY AND ANALYSIS OF MULTI‐ITEM SCALES USED IN LOGISTICS RESEARCH (2002)Customized logistics service and online shoppers’ satisfaction: an empirical study (2016)E-fulfillment dimensions and its influence on customers in e-tailing: a critical review (2017)The Nature of the Firm (1937)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)Developing Buyer-Seller Relationships (1987)Environmental supply chain management: using life cycle assessment to structure supply chains (2001)SME Networks and International Performance: Unveiling the Significance of Foreign Market Entry Mode (2016)A bibliometric analysis of extended key account management literature (2019)The Varimax Criterion for Analytic Rotation in Factor Analysis (1958)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)The Effect of a Market Orientation on Business Profitability (1990)The adoption of market orientation in SMEs: required capabilities and relation to success (2010)Customer‐oriented organizations: a framework for innovation (2013)A generational study of employees’ customer orientation: a motivational viewpoint in pandemic time (2020)An Investigation of the Relationships between Beliefs about an Object and the Attitude toward that Object (1963)An Attitude Model for the Study of Brand Preference (1972)Segmentation of Markets Based on Customer Service (1990)Web-based marketing (2002)Investigating the different approaches to importance–performance analysis (2014)Journal of Business Logistics (2018)Partnerships in providing customer service : a third-party perspective (1989)Logistical excellence: it's not business as usual (1992)The role of information technology in supply‐chain relationships: does partner criticality matter? (2005)A comparative model of firm size and the global operational dynamics of U.S. firms in Europe (2006)A Means-End Chain Model Based on Consumer Categorization Processes (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Acquiring logistics process intelligence: Methodology and an application for a Chinese bulk port (2013)Measurement of logistics service quality in freight forwarding companies (2016)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Firm resources and sustained competitive advantage (2004)Top management team diversity and performance of commercial banks in Kenya (2012)Organizational resources, corporate governance structures and performance of Kenyan state corporations (2014)Does Supply Chain Technology Moderate the Relationship between Supply Chain Strategies and Firm Performance? Evidence from Large-Scale Manufacturing Firms in Kenya (2015)Fundamentals of Logistics Management (1998)Customer Experience Management in Retailing: An Organizing Framework (2009)Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes (2012)Buyer dependence in B2B relationships: The role of supplier investments, commitment form, and trust (2020)Trends in third party logistics – the past, the present & the future (2020)A further approach in omnichannel LSQ, satisfaction and customer loyalty (2021)
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  • 1993Building Good Business Relationships: More than Just Partnering or Strategic Alliances?158 cited
  • 1990A Customer‐based Competitive Analysis for Logistics Decisions127 cited
  • 2018The new age of customer impatience118 cited
  • 1997Application of the means‐end value hierarchy model to understanding logistics service value116 cited
  • 1996Logistics and marketing components of customer service: an empirical test of the Mentzer, Gomes and Krapfel model96 cited
  • 1989Furthering the Integration of Marketing and Logistics Through Customer Service in the Channel94 cited
  • 1992Data Envelopment Analysis for monitoring customer-supplier relationships71 cited
  • 2011Strategic Management: An Empirical Investigation Of Selected Strategy Variables On Firms Performance: A Study Of Supply Chain Management In Large Private Manufacturing Firms In Kenya59 cited
  • 1992Enhancing Service Responsiveness: The Strategic Potential of EDI57 cited
  • 2004The drivers of customer orientation: an exploration of relational, human resource and procedural tactics54 cited
  • 2009Multiple criteria and fuzzy based evaluation of logistics performance for intermodal transportation53 cited
  • 1998Performance measurement in the transportation and distribution sector52 cited
  • 1996Some Propositions on Thrid Party Choice: Domestic vs. International Logistics Providers

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52 cited
  • 1996The adoption of information technology in customer service45 cited
  • 2006Business service quality in an e‐commerce environment43 cited
  • 2004Customer service strategy options: A multiple case study in a B2B setting42 cited