Discusses the issue of service excellence. Presents a five‐stepplan for achieving service excellence. Notes that these steps can alsolead to bottom‐line rewards. Summarizes that…
Abstract
Discusses the issue of service excellence. Presents a five‐step plan for achieving service excellence. Notes that these steps can also lead to bottom‐line rewards. Summarizes that the keys to a good long‐lasting customer satisfaction programme are listening regularly, training employees to meet customers′ needs, measuring and rewarding employees′ efforts.
Details
Keywords
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002729. When citing the…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002729. When citing the article, please cite: Craig Cina, (1989) “Creating an effective customer satisfaction program”, Journal of Business & Industrial Marketing, Vol. 4 Iss: 2, pp. 33 - 42.
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002729. When citing the…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002729. When citing the article, please cite: Craig Cina, (1989) “Creating an effective customer satisfaction program”, Journal of Business & Industrial Marketing, Vol. 4 Iss: 2, pp. 33 - 42.
Proposes an effective customer satisfaction program. Demonstratesthat successful services companies have service packages, such asminimum service requirements and value added…
Abstract
Proposes an effective customer satisfaction program. Demonstrates that successful services companies have service packages, such as minimum service requirements and value added services that distinguish them from competitors. Offers five steps to greater customer satisfaction that focuses on satisfaction audits, service strategy development, employee relations, implementing tactics, and maintenance and feedback. Concludes that marketers must ultimately have a good understanding of the marketplace.
Details
Keywords
Lala Hu, Marta Galli and Roberta Sebastiani
The Chinese market represents an increasingly popular destination for wine firms and recent opportunities derive from the growth of e-commerce. The aim of this paper is to…
Abstract
Purpose
The Chinese market represents an increasingly popular destination for wine firms and recent opportunities derive from the growth of e-commerce. The aim of this paper is to understand the impact of digital platforms on wine firms' internationalisation in China by adopting the service ecosystems approach.
Design/methodology/approach
The authors carried out a case study of Italian premium wine firms from the Valpolicella area by collecting 27 semi-structured interviews with key informants that operate at the micro-, meso- and macro-levels of the internationalisation ecosystem. Italian wine firms were selected as the focus of the analysis, given the recent sales growth of their products in the Chinese market.
Findings
Results show that digital platforms hold a key role in the wine firms' internationalisation in China, intervening with resource integration mechanisms, alignment to the cultural context and mediating firms' digital presence in the market. The platformisation dynamics also reveal the existence of enablers and constraints in the firm internationalisation through digital platforms.
Research limitations/implications
The authors aim to contribute to the marketing literature by analysing how digital platforms influence the wine firms' internationalisation in China through an original perspective, i.e. the service ecosystems lens.
Originality/value
The study adopts the service ecosystems approach to understand the internationalisation of wine firms in the Chinese market through digital platforms.
Details
Keywords
Hasri Mustafa and Mohd Ikhwan Ibrahim
The purpose of this paper is to study the governance structure in the ancient Melaka Kingdom (1401–1511 AD) using historical Hukum Kanun Melaka (the Land Law) and Undang-Undang…
Abstract
Purpose
The purpose of this paper is to study the governance structure in the ancient Melaka Kingdom (1401–1511 AD) using historical Hukum Kanun Melaka (the Land Law) and Undang-Undang Laut Melaka (the Maritime Law). The focus is on self-correction, control and accountability that were used to preserve the peace and well-being of society and the overall harmony of the community during the period.
Design/methodology/approach
The study employs close readings to discover and identify implicit formal and thematic elements of the texts into a meaningful enactment. The study is based on historical archival research at the National Archives of Malaysia and at the National Library of Malaysia.
Findings
Though classical, the underlying accounting practices were shown to consummate in an articulated model of measurement activities based on specific proportion of gold in tahil measurement, used for slaves, free men and stolen animal and property value. Controls were established through punishment and penalty. Accountability functioned in different levels and degrees hierarchically and horizontally.
Research limitations/implications
The study excludes the improved sections of the laws that are based on the Islamic perspective. The discussion is limited to the indigenous adat sections of laws only although the sections may inseparable with the Hindu/Buddhist tradition.
Originality/value
A study of these classical laws would be a reference for accounting publication in the Malay world which has been stationed in the gallery for many years, awaiting discovery.