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Counterproductive work behavior (CWB) is employee's behavior that goes against the legitimate interests of an organization. This behavior can harm the organization, other people within it, and other people and organizations outside it, including employers, other employees, suppliers, clients, patients and citizens. It has been proposed that a person-by-environment interaction (the relationship ...
Customer support. Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [9] These services may even be provided at the place in which the ...
Customer knowledge ( CK) is the combination of experience, value and insight information which is needed, created and absorbed during the transaction and exchange between the customers and enterprise. [1] Campbell (2003) defines customer knowledge as: "organized and structured information about the customer as a result of systematic processing ...
Retail Role Models. The very existence of the subreddit r/RetailHell — an 80,000-strong community of disgruntled workers — should tell you everything you need to know about the service ...
Functional manager. A functional manager is a person who has management authority over an organizational unit—such as a department—within a business, company, or other organization. Functional managers have ongoing responsibilities, and are not usually directly affiliated with project teams, other than ensuring that goals and objectives ...
Summary. Garvin's eight dimensions can be summarized as follows: Performance: Brands can usually be ranked objectively on individual aspects of performance. Features: Features are additional characteristics that enhance the appeal of the product or service to the user. Reliability: This is a key element for users who need the product to work ...
SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions that are believed to represent service quality. SERVQUAL is built on the expectancy–disconfirmation paradigm, which, in simple terms, means that service quality is understood as the extent to which ...
The value stream is depicted as an end-to-end collection of value-adding activities that create an overall result for a customer, stakeholder, or end-user. In modeling terms, those value-adding activities are represented by value stream stages, each of which creates and adds incremental stakeholder value items from one stage to the next. [1]