Table of contents
Successful implementation of customer experience strategy: determinants and results
Juliane Kristina Köninger, Matthias H.J. GouthierCustomer Experience Management (CXM) has already outgrown its infancy and must now position itself for long-term strategic success. However, the best Customer Experience Strategy…
273
Frontline employee work engagement and customer service evaluations: a conceptual replication
Yves Van Vaerenbergh, Simon HazéeThe relationship between frontline employee work engagement and customer service evaluations is a major theme in service research. Recent studies have called for further…
215
Service virtuousness: implementing the very best of human qualities in service delivery
Dana YagilIn light of the increasing prevalence of non-human services, organizations can benefit by emphasizing distinctively human qualities in their services. This paper suggests that…
77
Elevating the human experience through service standards: insights from the global refugee crisis
Marek Gnusowski, Raymond P. FiskThis article proposes a set of three service standards for serving humanity; develops the Agency, Dignity and Diversity (ADD) Service Standards Framework; integrates these…
57
ISSN:
1757-5818e-ISSN:
1757-5826ISSN-L:
1757-5826Renamed from:
International Journal of Service Industry ManagementOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Jay Kandampully