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Currently, education has become a business sector that provides service to students. This service is developing standards more similar to consumer goods marketing. As a higher education organization, Durham University aims to top education and research across all disciplines in 2020 in UK, which needs the support of the most able and motivated students, academic staff and sufficient money. During...
Knowledge absorptive capacity has an important impact on the service innovation performance of the service-based enterprise. This paper chooses the competitive advantage and customer satisfaction to measure the service innovation performance, analyzes the impact of knowledge absorptive capacity on the competitive advantage and customer satisfaction, and does an empirical research as the example of...
Many scholars illustrate that innovation is the most important determinant of technological firm performance and the existing evidence has indicated the crucial role of knowledge flow and social interaction among partners in innovation activities, but little research has linked knowledge sharing and social capital with firm performance from a holistic perspective of innovation strategy. This paper,...
Logistics activities are generally characterized by its dynamic and complexity. The measure of its services quality is often difficult to be quantified and can only be evaluated through customer perception in vague language. Based on customers' satisfaction of Logistics service quality, this paper presents a evaluating method of comprehensive multi-attribute group-made decision based on language ordered...
We examine the drivers of project performance and customer satisfaction in outsourced software projects using a proprietary panel dataset. The data cover 822 customer observations related to 182 unique projects executed by an India‐based software services vendor. Adopting a multidisciplinary perspective, we investigate how project planning, team stability, and communication effectiveness impact project...
Use the GAHP method to analyze the relative importance of factors and the priority of the schemes by constructing the CRM hierarchy model for Small and Medium Enterprises, and make the choice of the CRM operating model more scientific and reasonable.
ASP outsourcing is one promising business activity and efforts have been done to investigate the critical factors which improve clients' satisfaction level in developed countries. However, no efforts have been made to investigate the contributing role of functional capability of ASP to the increase of clients' satisfaction in China, one of the biggest SMEs market to develop ASP business. The results...
Because Third Party Logistics cannot meet the customer Enterprise's need to integrate the supply chain, Fourth Party Logistics is attached more and more importance. This paper introduce the concept of Fourth Party logistics, offer a center measure to adopt in the development of Fourth Party Logistics in China basing on the analysis of problems and risks faced in the development of Fourth Party Logistics.
One of types about complex product maintenance is to outsource the business to product service providers. A set of service capability evaluation indices about complex product maintenance service provider were established, the indices were given by using Delphi method, service capability evaluation model of product maintenance service provider (PMSP) was established based on analytic hierarchy process...
In a large and complex outsourcing organization, with millions of incidents being handled by hundreds of geographically dispersed workgroups, each workgroup is typically measured on the number of incidents it receives, the percentage it resolves, and the average duration for each incident it processes. Incidents that are misrouted will take longer to be resolved. This can lead to the situation where...
The paper deals with pitfalls that waylay young managers working on outsourcing projects for foreign customers. Authors analyze typical customer needs and suggest recommendations which could help a manager not only to complete these projects successfully but also to improve customer satisfaction level. Particular attention is paid to effectiveness of communication process.
As market competition intensifies, numerous enterprises transfer auxiliary logistics functions to professional logistics service provider (LSP) in order to enhance their core competitiveness. Reasonable and practical evaluation method is premise of selecting LSP which is suitable for the enterprise. A comprehensive evaluation index system is established based on the requirements of various factors...
Customer contact centers have to regularly and proactively evaluate and adapt their customer handling processes to support the business vision of their clients and to maintain a competitive differentiating edge. This work presents the contact collector tool developed at IBM that allows the contact center supervisors to record and analyze the behavior of various agent customer handling processes. The...
Providing customized services to satisfy the customers from different industry background is the emerging and critical issue of the success of the third party logistics company. This paper develops a modular logistics service platform for the third party logistics providers who are facing varied customer requirements from different industries, targeting quick identification of customer requirements...
Logistics outsourcing, as a new logistics mode, plays an important role in focusing resources on core business, and also reduces logistics costs and improves customer satisfaction. Therefore, more and more SMEs pay close attention to logistics outsourcing. However, when the enterprise selected the logistics outsourcing, there are also many risks. The success of logistics outsourcing depends largely...
Hospital information system (HIS) implementation is generally an extremely challenging task in hospitals. That nurses, physicians and other healthcare employees spend a lot of time each day working with HIS in completing forms, reviewing medical examination results and handling administrative information. HIS outsourcing thus is increasingly important in securing competitive advantage for hospitals...
The following topics are dealt with: Web service protocols; automatic verification; QoS; middleware; decision making; e-commerce service; SaaS; context-awareness; object-oriented systems; customer satisfaction;risk analysis; IT service outsourcing; enterprise; multimedia services; p2p; software development outsourcing; and supply chain.
The Abu Dhabi Water & Electricity Authority (ADWEA) has played a pioneering role in developing an Outsourced IT Governance Framework for a large public sector company in the region. This paper presents a case study of the strategic intent of outsourcing IT operations and evolution of an optimal IT Governance Framework. This framework is fully aligned with the strategic plans of ADWEA Group and...
Logistics outsourcing risk is emerging as a key challenge to logistics management in supply chain. The risk analysis is a critical first step in managing logistics outsourcing risk. The main purpose of this paper is to study the risk associated with logistics outsourcing using system dynamics theory. Firstly, we analyze the logistics outsourcing risk from the system thinking perspective. Secondly,...
Logistics services have developed greatly in the last decade in China, and had a continuously increasing demand for speed, reliability, reduced costs and value added services. To minimize the potential negative effects, Logistics service quality is paid more and more attention. This paper is to develop a fuzzy evaluation model for assessing service quality of a 3PL company. The model includes two...
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