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The Customer Relations Factory

Simon Head

in The New Ruthless Economy: Work and Power in the Digital Age

Published in print:
2005
Published Online:
October 2011
ISBN:
9780195179835
eISBN:
9780199850211
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195179835.003.0005
Subject:
Economics and Finance, Behavioural Economics

This chapter examines the importance of customer relations management (CRM) in the new economy in the U.S. It states that CRM has moved forward to the center of corporate strategy and the ... More


Satisfaction Architect: Service Design and Its Behavioral Implications

Louis St. Peter, Walter L. Wallace, and Yusen Xia

in The Handbook of Behavioral Operations Management: Social and Psychological Dynamics in Production and Service Settings

Published in print:
2015
Published Online:
May 2015
ISBN:
9780199357215
eISBN:
9780190239336
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199357215.003.0009
Subject:
Economics and Finance, Behavioural Economics

This chapter presents the traditional service deign and service delivery with the consideration of customer behaviors. The traditional focus on the elements of service design deals with the issue of ... More


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