http://jsr.sagepub.com Journal of Service Research DOI: 10.1177/1094670506294666 Journal of Service Research 2006; 9; 113 Denish Shah‚ Roland T. Rust‚ A. Parasuraman‚ Richard Staelin and George S. Day The Path to Customer Centricity http://jsr.sagepub.com/cgi/content/abstract/9/2/113 The online version of this article can be found at: Published by: http://www.sagepublications.com On behalf of: Center for Excellence in Service‚ University of Maryland Additional services and information
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Electronic copy available at: http://ssrn.com/abstract=2185653 1 A TAXONOMY OF INTELLECTUAL CAPITAL: 2006-2009 POLISH BANKS PERSPECTIVE Karol Śledzik* University of Gdansk Faculty of Management Department of Banking ul. Armii Krajowej 101 81-824 Sopot‚ POLAND ABSTRACT The main goal of this paper is to present practical application of taxonomy (Multidimensional Comparative Analysis - MCA) to measure the level of intellectual capital of banks using VAIC™ (Value Added of Intellectual Coefficient)
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Customer Relationship Management (CRM) Learning Objectives Define CRM; Understand the importance of CRM; Explain the determinants of CRM and the key stages in its development; Discuss the main functions and various models of CRM; Explain the role of salespeople as relationship developers Discuss the management of customer relationships. Customer Relationship Management (CRM) What is Customer Relationship Management (CRM)? CRM is “the development and maintenance of mutually beneficial
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contractor to perform these functions for your company‚ you will be able to dictate only the results you wish to achieve. How to complete the tasks for you will be the prerogative of the contractor. Step 3 Evaluate the costs and benefits of outsourcing each task you are considering. This means conducting research on what a qualified contractor will charge to effectively perform the task on a regular basis. Then‚ you need to balance this cost against the impact the task has on your HR department
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Why has Ebay succeeded as an online auction marketplace while so many others have failed? eBay was one of the first online marketplaces on the world-wide web. It was created as an online auction website‚ but it has now became the largest online marketplace that exists. eBay’s success truly created a pricing revolution by allowing buyers to determine what they would pay for an item; the result pleases both sides because customers gain control and receive the best possible price while sellers make
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Outsourcing in the Long and Short term Outsourcing is defined by Roberts as turning over to others the provision of goods and services that the firm formerly provided for itself (Roberts‚ 2007 p 191). Organizations seek to outsource for the purpose of cost reduction. This cost can been seen in terms of time‚ finances‚ products and service costs. (Tayaouva‚ 2012) Child explains that Outsourcing can offer a number of advantages in principal but in practice it can be seen to provide some disadvantages
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A case study on Outsourcing of Hospitals Submitted by: Sadikchya Acharya MBA III(R) KINGS College MGT 620 Operations Management & Supply Chain International American University Introduction There are numerous strategies which are used to design to gain operation excellence and to gain competitive advantage through price cut and minimizing other operations cost also adding product value is one of them. Outsourcing can also be the process or people and supply chain that gives and addition
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Organization Topic 4: Decision Support and Artificial Intelligence The following questions needs to be answered before the next tutorial/lab class. Short – Answer Questions 1. What are the four types of decisions discussed? Structure Non-Structure Recurring Decision Non-recurring Decision 2. What are the four steps in making a decision? Intelligence Design Choice Implementation 3. What is a DSS? Describe its components. A system that is design to support decision making when problem
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Introduction: "The customer is always right" is a famous business slogan. The underlying truth behind this statement is recognizing that customers are the life blood for any business. Understanding the importance of good customer service is essential for a healthy business in creating new customers‚ keeping loyal customers‚ and developing referrals for future customers Important of Customer Service: Customer service is important because customer service does more than simply provide a means
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“Société Générale”. The latter “will provide a broad range of administrative and technological solutions to Credit Suisse (Deutschland) AG‚ including front office services (ASP)‚ funds administration and reporting services” . Instead‚ the word “outsourcing” stems from the union of the words “outside resource using” and indicates the “delegation of one or more processes to an external service provider” . Firms usually outsource the production of services or goods when the production processes are neither
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