Organisational culture of customer care: market orientation and service quality.
Kenneth W. Green Jr.Subrata ChakrabartyDwayne WhittenPublished in: Int. J. Serv. Stand. (2007)
Keyphrases
- service quality
- customer satisfaction
- competitive environment
- electronic commerce
- call center
- competitive advantage
- customer requirements
- market competition
- service providers
- online banking
- customer loyalty
- online shopping
- user satisfaction
- electronic markets
- customer service
- quality of service
- customer support
- market share
- information systems
- marketing strategies
- information quality
- product design
- internet shopping
- internet banking
- market segments
- software vendors
- incident management
- customer demand
- job satisfaction
- decision making
- business models
- stock market
- statistically significant
- health care
- data mining
- database