Showing papers on "Customer relationship management published in 1982"
TL;DR: In this paper, the authors make modifications in the theory of sealing off the technical core when applied to the services, and demonstrate that it is possible to buffer service operations from customer-induced uncertain ties by insulating them from administrative sectors of the organization.
Abstract: Processes and outcomes in manufacturing goods are different from those involved in producing services. These differences necessitate modifications in the theory of sealing off the technical core when applied to the services. Although it is difficult to buffer service operations from customer-induced uncertain ties, it is possible to insulate them from administrative sectors of the organization.
272 citations