Ditapis dengan
An ordinal logistic regression model for analysing airport passenger satisfac…
This paper aims to provide a tool for measuring air passenger satisfaction and for identifying the critical service aspects available in the terminal in order to offer services characterised by a high level of quality.
- Edisi
- Vol. 4 No. 1, 2009 pp. 40-57
- ISBN/ISSN
- 1450-2194
- Deskripsi Fisik
- 20 p.
- Judul Seri
- EuroMed Journal of Business
- No. Panggil
- ATC LO EBO a
A multi-objective logistics model for a capacitated service facility problem
There have been numerous extensions of the maximum covering location problem that has been developed in the last decade to deal with facility location. Most of the research, however, addresses a single attribute or objective. In the case when a single criterion such as minimizing average response time to access a service facility is insufficient to address the interests of the decision maker, m…
- Edisi
- Vol. 29 No. 1, 1999, pp. 65-81
- ISBN/ISSN
- 0960-0035
- Deskripsi Fisik
- 19 p.
- Judul Seri
- International Journal of Physical Distribution & Logistics Management
- No. Panggil
- ATC LO JAY a
What determines user satisfaction in ERP projects : benefits, barriers or risks?
The purpose of this paper is to identify the effects of benefits, barriers and risks on user satisfaction in ERP projects.
- Edisi
- Vol. 22 No. 6, 2009 pp. 690-708
- ISBN/ISSN
- 1741-0398
- Deskripsi Fisik
- 21 P.
- Judul Seri
- Journal of Enterprise Information Management
- No. Panggil
- ATC MG SAA w
Customer service in emergency relief chains
The purpose of this paper is to explore, analyse and discuss the published concepts of “the customer” and “customer service” in the context of managing international emergency relief chains.
- Edisi
- Vol. 39 No. 6, 2009 pp. 486-505
- ISBN/ISSN
- 0960-0035
- Deskripsi Fisik
- 24 p.
- Judul Seri
- International Journal of Physical Distribution & Logistics Management
- No. Panggil
- ATC MG OLO c
Logistics flexibility and its impact on customer satisfaction
To succeed in an uncertain environment, firms must respond to changing customer needs, and logistics flexibility is an important part of the response. This paper defines logistics flexibility, creates a framework to understand it, and shows how it relates to customer satisfaction.
- Edisi
- Vol. 16 No. 1, 2005
- ISBN/ISSN
- -
- Deskripsi Fisik
- 29 p.
- Judul Seri
- The International Journal of Logistics Management
- No. Panggil
- ATC LO LIM l
Logistics service quality and its effects on customer satisfaction in the man…
The purpose of this paper is to implement a multi-criteria preference disaggregation approach to measure logistics service quality (LSQ) of manufacturing companies’ supply chains.
- Edisi
- Vol. 9 No. 2, 2014
- ISBN/ISSN
- -
- Deskripsi Fisik
- 25 p.
- Judul Seri
- Journal of Modelling in Management
- No. Panggil
- ATC LO BIN l
Customer orientation of service employees : its impact on customer satisfacti…
With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms’ success. Drawing on a deductively derived four-dimensional conceptualization of the customer orientation of service personnel, consisting of employees’ technical skills, social skills, motiv…
- Edisi
- Vol. 15 Iss 5 pp. 460 - 478
- ISBN/ISSN
- -
- Deskripsi Fisik
- 27 p.
- Judul Seri
- International Journal of Service Industry Management
- No. Panggil
- ATC LE THU c
Improving manufacturers’ distribution performance and customer service in g…
This article deals with the evolution of customer service practices in grocery products distribution in Brazil (1994‐2001), based on a longitudinal survey of grocery retailers. Data were collected on retailers’ expectations on four relevant dimensions of customer logistics service provided by manufacturers, as well as on their perceptions of logistics service performance of the typical supp…
- Edisi
- Vol. 14 Issue: 8, pp.664-676
- ISBN/ISSN
- -
- Deskripsi Fisik
- 15 p.
- Judul Seri
- Integrated Manufacturing Systems
- No. Panggil
- ATC LO FER i
Measuring and Selling the Value of Logistics
In order to receive adequate rewards for the firm's innovations and performance in logistics, managers have to measure and sell the value that is being provided to customers. Value, once determined, must be sold to customers and also to top management within the firm. There are several value metrics mentioned in the literature, ranging in financial sophistication from customer satisfaction to s…
- Edisi
- Vol. 11 Issue: 1, pp.1-18
- ISBN/ISSN
- -
- Deskripsi Fisik
- 21 p .
- Judul Seri
- The International Journal of Logistics Management
- No. Panggil
- ATC LO BUR m
The role of customer relations for innovativeness and customer satisfaction: …
The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs).
- Edisi
- Vol. 26 No. 2, 2015
- ISBN/ISSN
- -
- Deskripsi Fisik
- 23 p.
- Judul Seri
- The International Journal of Logistics Management
- No. Panggil
- ATC LO WALL t
The interrelationship between service features, job satisfaction and customer…
The aim of this paper is to present a conceptual framework which explores the links between the two service features (physical and interactive), job satisfaction and their impact on customer satisfaction.
- Edisi
- Vol. 25 No. 2, 2013
- ISBN/ISSN
- -
- Deskripsi Fisik
- 18 p.
- Judul Seri
- The TQM Journal
- No. Panggil
- ATC MG BOU t
Explaining why employee-customer orientation influences customers’ percept…
The purpose of this paper is to examine why employee-level customer orientation (CO) influences the customer experience in a service setting.
- Edisi
- Vol. 24 No. 4, 2013 pp. 382-400
- ISBN/ISSN
- 1757-5818
- Deskripsi Fisik
- 21 p.
- Judul Seri
- Journal of Service Management
- No. Panggil
- ATC MG GAZ e
Unlocking the supply chain to build competitive advantage
Customer demands on manufacturers and retailers are increasing relentlessly. Spurred by the Internet's “click it and get it” value proposition, a growing number of consumers and business buyers want customized products, convenient ordering, and rapid fulfillment. Delivering against these rising expectations is not easy, however. This is especially true for traditional or incumbent compani…
- Edisi
- Vol. 11 Issue: 2, pp.1-8
- ISBN/ISSN
- -
- Deskripsi Fisik
- 10 p.
- Judul Seri
- The International Journal of Logistics Management
- No. Panggil
- ATC LO WAL u
The value of different customer satisfaction and loyalty metrics in predictin…
The purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share of wallet using micro (customer) level data.
- Edisi
- Vol. 17 No. 4, 2007 pp. 361-384
- ISBN/ISSN
- -
- Deskripsi Fisik
- 29 p.
- Judul Seri
- Managing Service Quality
- No. Panggil
- ATC LO WEI t
Technology acceptance and satisfaction with logistics services
The purpose of this paper is to use the technology acceptance model (TAM) from the information technology (IT) literature to investigate the relationships among technology use and acceptance, and perceptions of quality and satisfaction with logistics services among industrial customers.
- Edisi
- Vol. 21 No. 2, 2010 pp. 271-292
- ISBN/ISSN
- -
- Deskripsi Fisik
- 24 p.
- Judul Seri
- The International Journal of Logistics Management
- No. Panggil
- ATC LO BIE t
Self-service technology and online financial service choice
The application of self-service technology in transaction-based e-service (e.g. online financial services) creates a challenge for firms: what combination of features should they offer to satisfy needs from different customer segments? This paper seeks to address the above question by highlighting similarities and differences of consumer preferences among self-service, hybrid service and profes…
- Edisi
- Vol. 18 No. 3, 2007 pp. 246-268
- ISBN/ISSN
- -
- Deskripsi Fisik
- 26 p.
- Judul Seri
- International Journal of Service Industry Management
- No. Panggil
- ATC LO IQB s
Meeting quality and cost imperatives in a global market
The complexity, uncertainty, and diminished control found in global operations hinder the development of world-class competencies. For example, as a firm rationalizes manufacturing, logistical challenges increase. As a result, cost advantages achieved through production sharing are often offset by higher logistics costs. This multi-method explores the cross-functional development of quality and…
- Edisi
- Vol. 30 No. 6, 2000, pp. 472-499
- ISBN/ISSN
- -
- Deskripsi Fisik
- 31 p.
- Judul Seri
- International Journal of Physical Distribution & Logistics Management
- No. Panggil
- ATC LO ROA m
Market competitiveness and quality performance in high-contact service indust…
The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high-contact service industries.
- Edisi
- Vol. 113 No. 4, 2013 pp. 573-588
- ISBN/ISSN
- -
- Deskripsi Fisik
- 18 p.
- Judul Seri
- Industrial Management & Data Systems
- No. Panggil
- ATC LO CHE m
Getting equipped for the twenty-first century
Asserts that developments in management of technology (MOT) deserve more attention than they currently receive in relation to management of quality. Argues that organisations, or groupings of organisations, that recognise the consumer potential of the new technologies, and learn how to deliver them, will be the total quality performers of the new millennium. Considers that the pace of technol…
- Edisi
- Vol. 11 Issue: 2, pp.80-88
- ISBN/ISSN
- -
- Deskripsi Fisik
- 11 p.
- Judul Seri
- Logistics Information Management
- No. Panggil
- ATC LO CHE g
Demand chain management+response management=increased customer satisfaction
The purpose of this research is to understand the current developments in business models that are aimed at meeting changing market characteristics, many of which require specific customer service responses.
- Edisi
- Vol. 38 No. 9, 2008 pp. 699-725
- ISBN/ISSN
- -
- Deskripsi Fisik
- 29 p.
- Judul Seri
- International Journal of Physical Distribution & Logistics Management
- No. Panggil
- ATC LO WAL d
Customer service in the Baltic region: an exploratory analysis
The goal of this research is to identify which service activities contribute most to customer satisfaction in the technical wholesale industry in the Baltic States .
- Edisi
- Vol. 18 No. 2, 2007 pp. 157-173
- ISBN/ISSN
- -
- Deskripsi Fisik
- 19 p.
- Judul Seri
- The International Journal of Logistics Management
- No. Panggil
- ATC LO BLO c
Customer care and logistics at Pitney Bowes: a personal view
Discusses customer care as a vital ingredient of Pitney Bowes′ success – keeping the customer totally satisfied and the importance of staff training, especially for pre‐empting potential problems and handling the computer system. Sees the supply chain as a fundamental element of the customer satisfaction programme.
- Edisi
- Vol. 8 Issue: 1, pp.38-39
- ISBN/ISSN
- -
- Deskripsi Fisik
- 3 p.
- Judul Seri
- Logistics Information Management
- No. Panggil
- ATC LO FLE c
Assessing the maximum level of customer satisfaction in grocery stores: A com…
This paper aims to establish the main factors that underlie store attributes, to examine which exert the greatest influences on the achievement of a maximum level of customer satisfaction. This study seeks to determine if there are significant differences not only in the factor compositions but also in their influence on customer satisfaction, depending on the country of residence of focal cust…
- Edisi
- Vol. 39 No. 7, 2011 pp. 504-521
- ISBN/ISSN
- -
- Deskripsi Fisik
- 20 p.
- Judul Seri
- International Journal of Retail & Distribution Management
- No. Panggil
- ATC LO CAS a
An integration of kano’s model and exit-voice theory: a case study
The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano’s model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study…
- Edisi
- Vol. 10, No. 2
- ISBN/ISSN
- -
- Deskripsi Fisik
- 19 p.
- Judul Seri
- Asian Journal on Quality
- No. Panggil
- ATC LO YEN a
An empirical analysis of the components of retailer customer loyalty programs
This paper sets out to determine the benefits offered to customers and activities taken by retailers, whether or not they have formal customer loyalty programs, whether there are differences in the benefits/activities of retailers with and without formal loyalty programs and finally, whether specific benefits/activities of retailers can predict whether or not they have formal loyalty programs.
- Edisi
- Vol. 36 No. 1, 2008 pp. 32-49
- ISBN/ISSN
- -
- Deskripsi Fisik
- 21 p .
- Judul Seri
- International Journal of Retail & Distribution Management
- No. Panggil
- ATC LO TOP a
Achieving customer satisfaction through logistics excellence
Highlights how leading companies focus on logistics excellence. The boom in international trade opens up a range of opportunities and challenges as domestic markets are no longer safe havens. Concludes that European companies offer a unique chance to embark on a fundamental revolution.
- Edisi
- Vol. 4 Issue: 2, pp.47-50
- ISBN/ISSN
- -
- Deskripsi Fisik
- 6 p .
- Judul Seri
- Managing Service Quality: An International Journal
- No. Panggil
- ATC LO KEA a
Impact of human resources on supply chain management and performance
The purpose of this paper is to demonstrate that human resource management (HRM) has an impact on supply chain management (SCM), which in turn has a significant impact on customer satisfaction (CS) and organisational performance (OP), playing a mediating role in the relationship between HRM and SCM outcomes (SCMO).
- Edisi
- Vol. 115 No. 1, 2015 pp. 129-157
- ISBN/ISSN
- -
- Deskripsi Fisik
- 31 p.
- Judul Seri
- Industrial Management & Data Systems
- No. Panggil
- ATC LO MAT i
ICT-enabled coordination of dynamic supply webs
Increasingly, two key trends ± value- and cost-conscious customers, and globalization of markets and supply sources ± are shifting the competitive focus from the competitive advantage of firms to competitive advantages of entire supply chains. At the same time, the possibilities for flexibility and coordination inherent in modern information and communication technologies are making it pos…
- Edisi
- Vol. 30 No. 3/4, 2000, pp. 268-285.
- ISBN/ISSN
- -
- Deskripsi Fisik
- 21 p .
- Judul Seri
- International Journal of Physical Distribution & Logistics Management
- No. Panggil
- ATC LO KUM i
Research note: Exploring out-of-stock and on-shelf availability in non-grocer…
On-shelf availability (OSA) is a key challenge for all retailers. Items that are out-of-stock (OOS) result in customer dissatisfaction; thus OSA/OOS are important customer service issues. Customer reactions to OOS range from product substitution to seeking products elsewhere. There remains much to do to research factors and causes of OOS affecting OSA from a supply chain perspective in a non-gr…
- Edisi
- Vol. 36 No. 8, 2008 pp. 661-672
- ISBN/ISSN
- -
- Deskripsi Fisik
- 14 p.
- Judul Seri
- International Journal of Retail & Distribution Management
- No. Panggil
- ATC LO FER r
Assessing consumer attitudes toward off-site customer service contact methods
This paper aims to present the development of a scale, off-site customer service (OCS), which assesses the factors that are important in consumer evaluation of an off-site customer service contact method (e.g. website or telephone).
- Edisi
- Vol. 20 No. 2, 2009
- ISBN/ISSN
- -
- Deskripsi Fisik
- 19 p.
- Judul Seri
- The International Journal of Logistics Management
- No. Panggil
- ATC LO ERO a
The impact of a global logistics integration system on localization service a…
The purpose of this paper is to discuss the integration of information technology (IT) systems and the strengthening of customer service to raise business competitive advantage.
- Edisi
- Vol. 21 No. 5, 2009
- ISBN/ISSN
- -
- Deskripsi Fisik
- 21 p .
- Judul Seri
- European Business Review
- No. Panggil
- ATC LO HEN t
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