The transformation of wholesale (B2B) telecommunications products into true services

Detalhes bibliográficos
Autor(a) principal: Costa, Luís
Data de Publicação: 2015
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/11067/1378
Resumo: International journal of engineering and industrial management . - ISSN 1647-578X. - N. 5 (2013). - p. 93-114.
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spelling The transformation of wholesale (B2B) telecommunications products into true servicesSatisfação do consumidorInternational journal of engineering and industrial management . - ISSN 1647-578X. - N. 5 (2013). - p. 93-114.This 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.2015-01-20T15:25:56Z2015-01-202015-01-20T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/11067/1378http://hdl.handle.net/11067/1378eng1647-578XCosta, Luísinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-01-04T01:44:07Zoai:repositorio.ulusiada.pt:11067/1378Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T01:25:08.048531Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The transformation of wholesale (B2B) telecommunications products into true services
title The transformation of wholesale (B2B) telecommunications products into true services
spellingShingle The transformation of wholesale (B2B) telecommunications products into true services
Costa, Luís
Satisfação do consumidor
title_short The transformation of wholesale (B2B) telecommunications products into true services
title_full The transformation of wholesale (B2B) telecommunications products into true services
title_fullStr The transformation of wholesale (B2B) telecommunications products into true services
title_full_unstemmed The transformation of wholesale (B2B) telecommunications products into true services
title_sort The transformation of wholesale (B2B) telecommunications products into true services
author Costa, Luís
author_facet Costa, Luís
author_role author
dc.contributor.author.fl_str_mv Costa, Luís
dc.subject.por.fl_str_mv Satisfação do consumidor
topic Satisfação do consumidor
description International journal of engineering and industrial management . - ISSN 1647-578X. - N. 5 (2013). - p. 93-114.
publishDate 2015
dc.date.none.fl_str_mv 2015-01-20T15:25:56Z
2015-01-20
2015-01-20T00:00:00Z
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dc.identifier.uri.fl_str_mv http://hdl.handle.net/11067/1378
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dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 1647-578X
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