As marketing gains increasing prominence as an orientation that everyone in the organization shares and as a process that all functions participate in deploying, a critical issue that arises is the role of the marketing function. Specifically, what role should the marketing function play, and what value does the marketing function have, if any, in an organization that has a strong market orient...

This research argues that information technology (IT) capabilities can be classified in macroand micro-IT capabilities. We propose that IT infrastructure capability (a macro-IT capability) enables the development of social media and e-business technology capabilities (two micro-IT capabilities) to online engage customers and improve the firm’s customer service performance. We test the proposed ...

The main finding in this paper is that customer familiarity (i.e. the number of product-related experiences accumulated by the customer) affects customer satisfaction in an asymmetric way. Data from customers in the airline industry suggest that it is more difficult to obtain a high level of satisfaction among high familiarity customers compared to low familiarity customers, given a high perfor...

Product-service system (PSS) design focuses on customer value and satisfaction more than traditional product or service design, and pays much attention to making improvement strategies due to the immaturity of engineering design methodology. Customer satisfaction evaluation attracts PSS providers’ attentions in supporting PSS design. Importance–performance analysis (IPA) as an effective custome...

Supply chain is the process of continuous flow of products or services from source to the destination. Supply chain management has become an effective tool now a day to survive in this competitive world. Organizations do their best to harvest profits by adopting better supply chain management practices for competitive advantage and organizational performance. In this paper an attempt has been m...

Since customer satisfaction analysis traditional approaches are out-ofdate and do not adequately fit information about customer expectations on services, in this paper we propose a new theoretical approach: the Customer Experience Management. Moreover this paper describes our analysis on the perceived value by customer according to the services that a company supplies. This analysis presents tw...

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...

An essential aspect of the balanced scorecard is the articulation of the links between nonfinancial measures such as employee satisfaction and customer satisfaction and financial measures of performance. However, there is little evidence documenting the link between employee satisfaction and customer satisfaction, and their impact on financial performance. Using cross-sectional data on a sample...

Stochastic performance models are widely used to analyse the performance and reliability of systems that involve the flow and processing of customers. However, traditional methods of constructing a performance model are typically manual, time-consuming, intrusive and labourintensive. The limited amount and low quality of manually-collected data often lead to an inaccurate picture of customer fl...

Introduction The success of a business is reflected in its established Key Performance Indicators (KPIs). In order to manage the KPIs of a particular business efficiently, it is essential to understand the current performance level of each KPI, the impacts of each KPI on the business objectives, the factors influencing each KPI, and the often complex network of interactions between these factor...