Please use this identifier to cite or link to this item: http://hdl.handle.net/11067/1378
Full metadata record
DC FieldValueLanguage
dc.contributor.authorCosta, Luís-
dc.date.accessioned2015-01-20T15:25:56Z-
dc.date.available2015-01-20T15:25:56Z-
dc.date.issued2015-01-20-
dc.identifier.issn1647-578X-
dc.identifier.urihttp://hdl.handle.net/11067/1378-
dc.descriptionInternational journal of engineering and industrial management . - ISSN 1647-578X. - N. 5 (2013). - p. 93-114.por
dc.description.abstractThis paper contrasts the “product logic” with the “service logic” and its co-creation of value, through Customer Satisfaction Events (CSEs) and uses the SLA restoration process as an instance of CSEs that can provide the organic business innovation towards achieving superior customer satisfaction and conversely gain direct access to customer’s intelligence. Three interaction dimensions of services have been identified: Internal Alignment, Customer Orientation and On-going Relationship interaction. It is through the integration of these 3 dimensions that value can be co-created for both the provider and the customer.por
dc.language.isoengpor
dc.rightsopenAccesspor
dc.subjectSatisfação do consumidorpor
dc.titleThe transformation of wholesale (B2B) telecommunications products into true servicespor
dc.typearticlepor
Appears in Collections:[ULF-FET] IJEIM, n. 5 (2013)

Files in This Item:
File Description SizeFormat 
IJEIM_n5_6.pdf948,74 kBAdobe PDFThumbnail
View/Open


FacebookTwitterDeliciousLinkedInDiggGoogle BookmarksMySpace
Formato BibTex mendeley Endnote Logotipo do DeGóis Logotipo do Orcid 

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.