Determinants of customer satisfaction in a multi-channel B2B environment
Article Abstract:
The effects of channel satisfaction and multi-channel integration on relationship quality within a business-to-business (B2B)environment based on overall customer satisfaction are studied. Results reveal that multi-channel consistency, product and channel satisfaction, choice among channels, and payment equity affect customer satisfaction.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2007
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ERA model: a customer oriented organizational change model for the public service
Article Abstract:
A customer-oriented model for organizational change in the public service sector involving three phases namely evaluation, re-evaluation and action is developed.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2006
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Applying capability index to the supply network analysis
Article Abstract:
The use of capability index to monitor the supply chain performance of business firms to ensure customer specifications for products is discussed.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2007
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