The importance of service quality for competitive advantage - with special reference to industrial product.
P. D. D. DominicKim Nee GohDiana WongYoke Yie ChenPublished in: Int. J. Bus. Inf. Syst. (2010)
Keyphrases
- competitive advantage
- service quality
- market share
- customer requirements
- competitive environment
- customer satisfaction
- internet shopping
- service providers
- electronic commerce
- online retailers
- business information
- product design
- customer support
- user satisfaction
- online shopping
- quality of service
- information systems
- call center
- life cycle
- customer relationship management
- database
- incident management
- information quality
- case study
- competitive intelligence
- business strategy
- customer loyalty
- marketing strategies
- market competition
- strategic advantage
- databases