search query: @author Lysonski, S. / total: 8
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| Author: | Durvasula, S. Lysonski, S. Mehta, S.C. |
| Title: | Technology and its CRM implications in the shipping industry |
| Journal: | International Journal of Technology Management
2004 : VOL. 28:1, p. 88-102 |
| Index terms: | Consumer satisfaction Customer relationship management (CRM) Service Shipping industry Technology |
| Language: | eng |
| Abstract: | The relative importance of service factors such as technology and facilities, how service providers are rated on those factors, and their relationship to customer satisfaction in a B2B environment is investigated in this article. The findings indicate that in the ocean freight shipping industry, customers placed more importance on factors such as efficiency in complaint handling, prompt availability of delivery information as compared to the use of latest equipment and technology. |
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