The brave new service strategy: aligning customer relationships, market strategies, and business structures

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Customer Service Quality and Loyalty Service and Product Innovation Corporate Governance and Management

Abstract

Service businesses - where we've been and where we're going encounters and relationships - understanding the difference operating a service business starting an encounter business encounters with machines pseudo-relationships - enhance encounters between customer and organization starting a relationship business how use of technology is changing service service within an organization/between organizations the future of service.

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2005Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries 2008A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses 2001Effects of service mechanisms and modes on customers' attributions about service delivery 2001Is This a Real Person?

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