Customer service: management commitment and performance within industrial manufacturing firms

QR Code

Customer service: management commitment and performance within industrial manufacturing firms

The concept of customer service (CS) as applied within manufacturing firms had and will continue to increase in importance. CS is seen as another source of competitive advantage with greater revenue generating potential among manufacturers. However, management commitment to customer service (MCCS) i...

Full description

Bibliographic Details
Main Authors:	Sade, A. Bakar, Bojei, Jamil, Donaldson, G. William
Format:	Conference or Workshop Item
Language:	English
Published:	Academy of Marketing Science 1997
Online Access:	http://psasir.upm.edu.my/id/eprint/60405/ http://psasir.upm.edu.my/id/eprint/60405/1/Customer%20service%20management%20commitment%20and%20performance%20within%20industrial%20manufacturing%20firms.pdf

Similar Items

A Study On Customer-Supplier Relationship (Trust, Communication And Commitment) For Manufacturing Firms In Penang From The Perspective Of Supply Chain Management Measures
by: THOO, MIN HAI
Published: (2004)

Board diversity and firm performance in the construction, manufacturing, and trading/services industries
by: Syajarul Imna Mohd Amin,, et al.
Published: (2019)

Customer knowledge management, trust, commitment and customer lifetime value in islamic insurance industry
by: Abu Hassan, Lailatul Faizah, et al.
Published: (2012)

Service quality: gaps in the Malaysian telemarketing industry
by: Mohd Kassim, Norizan, et al.
Published: (2002)

Job satisfaction and organizational commitment: a study on Malaysian employees in manufacturing and service firms / Roselindawati Zainal Abidin
by: Zainal Abidin, Roselindawati
Published: (2008)

Firm-Based Advocacy: Customer Preference Issues within and across Organisation Types
by: O'Brien, Ingrid, et al.
Published: (2012)

Relationship between the star and the hotel service guarantees of customer satisfaction
by: Mohd Shahril, Aslinda, et al.
Published: (2015)

Service quality towards customer loyalty in Malaysia's domestic low cost airline service
by: Muhamad Yunus, Nor Sara Nadia, et al.
Published: (2013)

Is relationship marketing crucial in a mature market? : case of the Malaysian mobile service industry.
by: Bojei, Jamil, et al.
Published: (2012)

The Impact Of Personal, Sociological And Institutional Influences On Relationship Commitment In Retail Banking
by: Bojei, Jamil, et al.
Published: (2003)

Customer and Employee Service Quality Management in the Airline Industry
by: Petchi, Cessie Sylvia
Published: (2003)

The Relationship Between Service Innovation Management Practices On Performance Within Telecommunications Industry In Malaysia
by: Taghizadeh, Seyedeh Khadijeh
Published: (2015)

Customer service personnel’s perceptions of customers: The case of a telecommunications firm
by: Ernest Cyril, de Run, et al.
Published: (2007)

HRM strategies for managing employee commitment: a case study of small construction professional services firms
by: Mohyin, Nur Affah, et al.
Published: (2012)

HRM strategies for managing employee commitment : a case study of small construction professional services firms
by: Mohyin, Nur Affah, et al.
Published: (2012)

Determinants affecting customer’s intention to adopt mobile banking in Saudi Arabia
by: Alsheikh, Layla, et al.
Published: (2014)

Service Quality and Customer Satisfaction within Festival and Special Event
by: Norazirah, Ayob, et al.
Published: (2010)

Moderating Role of Service Separation on Customer-Firm Relationships
by: Alhathal, F., et al.
Published: (2017)

Exploring Customers’ Zone of Tolerance for Professional Services Firms
by: Sharma, Piyush, et al.
Published: (2014)

Impact of frontline service employees’ acculturation behaviors on customer satisfaction and commitment in intercultural service encounters
by: Gaur, S., et al.
Published: (2017)

Managing knowledge workers' commitment in small construction professional firms
by: Mohyin, Nur Affah, et al.
Published: (2009)

Customer Retention in Service Industry
by: Siew, Wei Teng, et al.
Published: (2020)

The influence of relationship quality on loyalty in service sector
by: Bojei, Jamil, et al.
Published: (2010)

The synergistic effects of customer orientation and knowledge management on firm performance
by: Zhang, Xinghui, et al.
Published: (2024)

IT alignment and firm performance in small manufacturing firms
by: Cragg, Paul, et al.
Published: (2002)

Customer Relation Management (CRM) system for Customer Service Management
by: Lian, Shunding
Published: (2023)

Sustainable supply chain and performance of firms in the service industry
by: Tay, Mee Yean
Published: (2018)

From Cultural Chameleons to Pygmalion Performers: Impact of Service Employees’ Acculturation Behaviors on Customer Satisfaction and Commitment
by: Sharma, Piyush, et al.
Published: (2017)

Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia
by: Darren Chan, Chee Shern, et al.
Published: (2024)

Risk Management Within the Insurance Industry
by: Alawode, Aminat Abimbola
Published: (2013)

Implication of manufacturing industries within Langat drainage basin: issues and challengers
by: Ahmad Fariz Mohamed,, et al.
Published: (2000)

The Implementation of Service Guarantees in China Service and Manufacturing Industries
by: Tang, Lan
Published: (2011)

Boosting Quality Performance Through Customer Knowledge Management and Service Innovation Capability in the Automotive Industry
by: Jaludin, Janteng, et al.
Published: (2018)

AMT, Manufacturing Performance And Firm Performance
by: Oh, Sharon Gaik Choo
Published: (2003)

The Impact Of Environmental Management Practices On Manufacturing Firms Performance In Java, Indonesia
by: Hasyim, Ina Indriyana
Published: (2022)

Sustainability: the effectiveness role of NGOs on firms
by: Hosseinpour, Masoumeh, et al.
Published: (2016)

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector
by: Ramanathan, Usha, et al.
Published: (2017)

Post-COVID-19 organizational resilience in the manufacturing and service industries
by: Suguna Sinniah,, et al.
Published: (2022)

Emotional Intelligence And Leadersidp Effectiveness Of Managers In Manufacturing Firms
by: Beh, Hock Yau
Published: (2003)

The Effectiveness of Performance Management System In Manufacturing Industry
by: Ng, Kai Xin
Published: (2019)