Search results

1 – 10 of 132
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 1 February 2003

Leonard A. Schlesinger

Explains the term “hardwiring” a term used in computer hardware and software development as being related to “hotwiring” when an automobile’s ignition wire is put into direct…

1153

Abstract

Explains the term “hardwiring” a term used in computer hardware and software development as being related to “hotwiring” when an automobile’s ignition wire is put into direct contact with the power source to the starter, bypassing the ignition key. States that hardwiring is what leaders in industry are doing at several levels to link the success of their employees closely with that of their customers so that gains achieved in the past can provide assumptions for the future. Concludes that the impact of such action engineers lasting change and gains in value for an organization.

Details

Managing Service Quality: An International Journal, vol. 13 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Access Restricted. View access options
Book part
Publication date: 1 February 2007

Ruth N. Bolton and Crina O. Tarasi

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-7656-1306-6

Access Restricted. View access options
Article
Publication date: 14 September 2012

The aim is to review the latest management developments across the globe and pinpoint practical implications from cutting‐edge research and case studies.

237

Abstract

Purpose

The aim is to review the latest management developments across the globe and pinpoint practical implications from cutting‐edge research and case studies.

Design/methodology/approach

The briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

Writers and artists sometimes refer to the “Eureka moment” when they had the great idea which would ultimately propel them to fame or greatness. J.K. Rowling said she had hers, the flash of inspiration when she conceived the idea of the Harry Potter novels, on a train journey.

Practical implications

The article provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Social implications

The article provides strategic insights and practical thinking that can have a broader social impact.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.

Details

Strategic Direction, vol. 28 no. 10
Type: Research Article
ISSN: 0258-0543

Keywords

Access Restricted. View access options
Article
Publication date: 1 November 1993

David Cowan

Market research has enormous potential for creating marketunderstanding, which pays off in huge marketing productivity gains andquantum leaps in corporate entrepreneurship. It is…

860

Abstract

Market research has enormous potential for creating market understanding, which pays off in huge marketing productivity gains and quantum leaps in corporate entrepreneurship. It is failing to deliver because the effort is concentrated at the bottom of the corporate decision hierarchy and because users of research do not use it to its full potential. Defines what “understanding” means in market research and describes how it comes from purposeful questioning, the generation of “nuggets” of information using different sources and different techniques, the results of which require intensive analysis and assembly into causal pictures of what is happening and why. Sees problems arising because researchers are purchasers not analysts of market research, and lays ultimate responsibility for this with managing and marketing directors because they are not asking the fundamental questions about their businesses.

Details

Marketing Intelligence & Planning, vol. 11 no. 11
Type: Research Article
ISSN: 0263-4503

Keywords

Access Restricted. View access options
Book part
Publication date: 10 November 2010

Stephen L. Vargo, Robert F. Lusch, Melissa Archpru Akaka and Yi He

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-728-5

Available. Content available
Article
Publication date: 1 June 2003

Richard E. Cord and Henry H. Goldman

123

Abstract

Details

Measuring Business Excellence, vol. 7 no. 2
Type: Research Article
ISSN: 1368-3047

Available. Content available
Article
Publication date: 1 June 2003

412

Abstract

Details

Measuring Business Excellence, vol. 7 no. 2
Type: Research Article
ISSN: 1368-3047

Access Restricted. View access options
Article
Publication date: 14 October 2020

B. Joseph Pine II

The author’s thesis is that today we have transitioned from a Service Economy to an Experience Economy, . What customers increasingly want are experiences – memorable events that…

2668

Abstract

Purpose

The author’s thesis is that today we have transitioned from a Service Economy to an Experience Economy, . What customers increasingly want are experiences – memorable events that engage each individual in an inherently personal way. And if companies want to create and consistently offer engagement experience value, then they need to give their employees the wherewithal to design, create and stage such offerings through an employee experience that is equally personal, memorable and of course engaging. 10;

Design/methodology/approach

The author suggests that we think of the customer/employee relationship as the experience profit chain, one that interacts in multiple and complex ways to yield a connected human experience.

Findings

Better employee experience leads to the creation of a better experience for customers, which feeds back to enabling a more engaging employee experience. Separate employee experiences from customer experiences and it will become increasingly hard to create the economic value desired by customers today.

Practical implications

The employee experience depends on how well companies design the time employees spend that creates value for customers.

Originality/value

Seminal article that analyzes and offers guidance on how to formulate the relationship between customer experience and employee experience.

Details

Strategy & Leadership, vol. 48 no. 6
Type: Research Article
ISSN: 1087-8572

Access Restricted. View access options
Article
Publication date: 1 February 1993

J. Robson

Argues that customer service in the airline industry is the only thing that differentiates one company from another. Explains that British Airways discovered this during the 1980s…

239

Abstract

Argues that customer service in the airline industry is the only thing that differentiates one company from another. Explains that British Airways discovered this during the 1980s with its “Customer First” campaign and plan to follow through with similar programmes in the future. Reviews the airline′s customer loyalty strategy and its customer satisfaction research techniques.

Details

Managing Service Quality: An International Journal, vol. 3 no. 2
Type: Research Article
ISSN: 0960-4529

Keywords

Access Restricted. View access options
Article
Publication date: 1 April 1997

A recurring theme in several of the high‐performing organizations we have visited in recent years has been the latitude given frontline employees to fire customers.

59

Abstract

A recurring theme in several of the high‐performing organizations we have visited in recent years has been the latitude given frontline employees to fire customers.

Details

Journal of Business Strategy, vol. 18 no. 4
Type: Research Article
ISSN: 0275-6668

1 – 10 of 132
Per page
102050