This paper describes our experiences with using XP practices within the EU-project CARUSO. The objective of CARUSO is the development of a framework for building customized Customer Relationship Management (CRM) applications. Originally, the project was planned with a traditional software development process in mind with a first prototype for evaluation by the customer and a second prototype bu...

in this study, the relationships between human resource practices (hrps), firm performance (service quality), and the mediation effects of employees’ abilities were examined. to assess the relationships between variables, before evaluating the fitted structural model, the measurement model was defined to verify that the measurement variables used to reflect the unobserved constructs do so in a ...

Redress provides a formalized recourse to consumers in lodging complaints against poor customer service. Its importance is heightened in the realm of B2C e-business where traditional means of establishing rapport with brick-and-mortar stores do not exist. However, redress has yet to be aptly understood and the study of its role in ebusiness has been sparse. This paper presents an exploration in...

IT vendor management (ITVM) plays an increasingly relevant role for IT organizations; many companies already spend more than half their IT budgets on services from external providers. These providers are often in direct contact with internal IT and business staff, thus significantly impacting their satisfaction. Although recent studies reveal that companies are often dissatisfied with external ...

Supply chain management must adopt different and more innovative strategies that support a better response to customer needs in an uncertain environment. Supply chains must be more agile and be more capable of coping with disturbances, meaning that supply chains must be more resilient. The simultaneous deployment of agile and resilient approaches will enhance supply chain performance and compet...

The field of service design is expanding rapidly in practice, and a body of formal research is beginning to appear to which the present article makes an important contribution. As innovations in services develop, there is an increasing need not only for research into emerging practices and developments but also into the methods that enable, support and promote such unfolding changes. This artic...

Quality by design is a comprehensive program that begins with understanding user needs and continues through (but does not end with) monitoring customer acceptance. Management tools and processes such as ISO 9000 standards and the Food and Drug Administration Quality System Regulations exist to guide medical device manufacturers in quality practices. The goal is to deliver products acceptable f...

Customer loyalty is a key driver of financial performance in service organizations. We investigate whether or not online customer loyalty can be increased through enhancing the perceived service quality, reducing perceived sacrifice and improving the perceived service outcome in the online service context with the possible availability of live help service technology. We also investigate the mo...

For the special relationship between logistics service quality and customer loyalty under the environment of C2C, on the basis of the three dimensions of Operation Logistics Service Quality, Relationship Logistics Service Quality and Cost Logistics Service Quality, the paper analyzed the relationship between customer satisfaction for third-party logistics service quality and customer loyalty fo...