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The Rise of the Customer Centric Firm
Fader, Peter; Villanueva Galobart, Julián; Parasuraman, A.Dossier DOS-17-EMarketing, Service and Operations Management, StrategyTraditional marketing is not enough: Follow these strategies for putting your customers front and center.Starting at €15.00
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Nuevas herramientas para medir la calidad de servicio
Parasuraman, A.Article ART-2384Information Technologies, Service and Operations ManagementTreinta años después de la invención del archiconocido modelo de medición de la calidad de servicio Servqual, uno de sus creadores revisita esta herramienta. El creciente protagonismo de la tecnología y el auge de las compras en Internet hacían necesario adaptarla a la experiencia online. En concreto, se propone medir la eficiencia y calidad del proceso de visita, adquisición y entrega que ofrecen las webs para mejorar el servicio. El resultado e...Starting at €8.20
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Cómo orientar la estrategia al cliente
Fader, Peter; Villanueva Galobart, Julián; Parasuraman, A.Dossier DOS-17Marketing, Service and Operations Management, StrategyLos clientes ya han tomado el poder. ¿Qué debe hacer la empresa para gestionarlos?Starting at €15.00
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Finding Service Gaps in the Age of e-Commerce
Parasuraman, A.Article ART-2384-EInformation Technologies, Service and Operations ManagementThirty years after developing the well-known SERVQUAL scale, the author revisits the original framework in light of the growing role of technology in service delivery. As more and more people turn to the Internet to purchase goods and services, he and his colleagues have recognized the need to adapt the SERVQUAL framework to the realities of the online experience; specifically, to measure the extent to which a website facilitates efficient and ef...Starting at €8.20