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...

Until recently, customer service was exclusively provided over traditional channels. Customers could write an email or call a service center if they had questions or problems with a product or service. In recent times, this has changed dramatically as companies explore new channels to offer customer service. With the increasing popularity of social media, more companies thrive to provide custom...

We propose service attributes as boundary conditions of the relationship between service climate and customer satisfaction. Drawing on service climate theory and research, the customer contact model of service delivery, typologies of service attributes, and relational coordination theory, we hypothesized that customer contact frequency, service intangibility, and service employee interdependenc...

This paper examines the relationship between performance assessed electronic store (e-store) service quality and e-store customer loyalty in an electronic retailing environment. The research was carried out using a web-based survey method involving 3 e-stores and 324 e-customers. The survey data was then used to test models of e-store service quality and estore customer loyalty and to assess th...

The competition among shopping malls is getting increasingly more intense.In order to enhance corporate competitiveness and profitability, how toretain key loyal customers has become an important issue for the managers ofshopping malls. Customer loyalty programs are a universal practice. Thisstudy proposes an analytical model for developing the strategic management...