This study examines how three dimensions of electronic knowledge repositories (EKRs), namely customer knowledge level, customer knowledge integration and accessibility of customer knowledge, contribute to increasing customer service representatives (CSRs)’ service expertise and their customer knowledge utilization and acquisition. Furthermore, the study empirically tests the proposition that se...

This study examines the impact of service quality on customer satisfaction and Loyalty in Indian Banking sector by applying SERVPERF scale. A total of 50 customers of State bank of India, Mohan Nagar Township branch of Salem District in Tamilnadu were interviewed on convenient basis for the above purpose.  Tools like Exploratory factor analysis. Inter-Correlation, Analysis of variance, Multiple...

in today's business world, proper identification of customer’s requirements and a quick response to these requirements is a key to commercial success. increasing customer loyalty affects the profitability and organizations can ensure their long-term interests by means of planning. in today's competitive world, the services provided by the competing company have to be more similar to e...

rapid growth of e-commerce has made the competition quite different. in this new environment customers have wide choices and are looking forward to the support which guarantees the delivery of what they have chosen. this leads to complexity in the relationship between the provider and the customer which obviously is made more in a b2b environment. service level agreement (sla) is a key tool to ...

Modest attention has been given to the subtle ethical issues of ‘best practice’ on the Internet, such as the exploitation of Web technologies to inhibit or avoid customer service. Increasingly, some firms are using Websites to create distance between themselves and their consumers in specific areas of their operations, while simultaneously developing excellence in sales transaction completion v...

Nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. The attempts of organizations in this situation are witnesses to this matter. In the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. One of...

Purpose – This paper attempts to investigate the casual relationships among service convenience, perceived service value, perceived service guarantee strength, customer satisfaction, and loyalty. Although previous studies have addressed the importance of these variables, the understanding of the mediating effect of customer-perceived service value and the moderating effect of customer-perceived...

All firms including manufacturing firms are becoming service centered, focused on the customer. Service centered firms co-create value with their customers through the dynamic configuration of their people, processes, and systems, known collectively as organizational capabilities. The core of these capabilities is knowledge, which is underpinned by information technology. This book explores the...

Propose of the paper is to analyze factors of customer service quality that could influence internet banking customer satisfaction in the Chinese commercial banking sector. Moreover, the paper also tries to explain the relationship between customer service quality and customer satisfaction, and to find some major facts for keeping high level internet banking customer satisfaction. The data demo...