Value proposition is a key concept in the research on service and in the practice of service management. Value propositions are described as tools to communicate and motivate a joint value creation opportunity among involved organizations and stakeholders. The future orientation and intangibility of service places value proposition as the key element of competitive service business. However, th...

In this paper, customer satisfaction cues in retail banking services in Greece to be positioned in view of existing literature but also to be are examined. The study proposes an instrument of customer satisfaction differentiated in order to be able to adapt to different business that contains service quality and such other attributes as price, conveenvironments. This reflects the position of Br...

Customer classification and prioritization are commonly used in applications to provide queue preferential service. Their influence on queuing systems has been thoroughly studied from the delay distribution perspective. However, the fairness aspects, which are inherent to any preferential system and highly important to customers, have hardly been studied and not been quantified to date. We use ...

Purpose The purpose of this study is to identify the practices used by service providers manage customer experience (CSE) across multiple phases journey in a business-to-business (B2B) setting. Design/methodology/approach This comprises an ethnography that investigates real time, from dyadic perspective, and CSE management at two operating knowledge-intensive industries over period eight months...

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Today, in a competitive market, service organizations and producers have a great attention to optimization and customer satisfaction in order to become competitive. Service organization must reduce the number of arrival, waiting time and service time in the queue to increase the customer satisfaction. In this paper by the aim of queuing theory we analyze the optimal amount of increment in a rep...