The successful implementation of Service Oriented Architecture (SOA) relies on a careful and holistic approach to business planning. One of the most important tools in the evaluation, purchase, and ongoing use of SOA is the best practices that vendors, consultants, and customers have developed and used. The promise of business agility, improved customer service, and competitive advantage with S...

The purpose of this paper is to verify the relationships among service quality, perceived value, customer satisfaction, and customer loyalty in mobile phone service. The study conducted an empirical research. A total of 384 mobile phone users’ responses were collected from Seoul in Korea. The findings show that service quality positively influences customer loyalty. In addition, perceived value...

Firms in multiple industries collect customer satisfaction data to measure service performance. Increasingly, however, many firms are now able to collect objective service performance data as well. This raises the question of whether measuring customer satisfaction is valuable to firms when objective service performance data are available. The authors answer this question via the use of unique ...

This paper presents the connection between logistics and customer service. The customer service is one the most powerful elements available of the organization in the search competitive advantage, but the least well managed. The message of this article is that performance of customer service depends the skill with the logistics system designed and managed. The output of all logistics activity i...

service failure can put companies out of business if attention is not paid to this problem. the purposes of this study were to investigate the explanatory relationships between hotel guests’ perceptions of (a) service failure; (b) service recovery strategies in each service failure situation and behavioral intentions. this study explained the components of service recovery strategies used when ...

This paper develops and investigates a framework for the assessment of customer involvement in the service design process of result oriented product-service systems in order to improve the service offering in a business-to-business (B2B) context. The framework comprises five main criteria and fifteen sub-criteria that contribute to customer involvement in a hierarchy using a maturity grid to hi...

nowadays, the awareness of service firms’ managers about the crucial role of customers in the success or failure of their business has increased. this has led them to this fact that the best strategy for surviving in the marketplace is encouraging customers’ prosocial behaviors in service delivery process. reasonably, one of the best strategies to encourage customers toward these behaviors is s...

one of the demands of our society, thirty-seven years after the glorious victory of the islamic revolution, is establishing the pure islamic values in all aspects of society, especially the economic sphere and business decisions. the aim of this study was to clarify and identify the elements and principles of customer orientation and customer relationship in the quran and nahjolbalaghe. therefo...

We consider a single server, finite capacity Markovian feedback queue with reneging and retention of reneged customers in which the interarrival and service times follow exponential distribution. The reneging times are assumed to be exponentially distributed. Feedback in queueing literature represents customer dissatisfaction because of inappropriate quality of service. In case of feedback, aft...