Setting Customer Expectation in Service Delivery: An Integrated Marketing-Operations Perspective.
Teck-Hua HoYu-Sheng ZhengPublished in: Manag. Sci. (2004)
Keyphrases
- service delivery
- marketing strategies
- life cycle
- customer relationship management
- customer behavior
- e government
- consumer behavior
- end to end
- direct marketing
- service management
- customer service
- service provision
- customer support
- potential customers
- customer data
- data mining
- purchase behavior
- web services
- government services
- marketing campaigns
- customer satisfaction
- website
- information sharing
- higher education
- design process
- case study
- e learning
- decision making