My Own Reflection on the Digital Enterprise 1st November 2013 at 9.38 am: APMG 8119

Some one said to me the other day: “we need to find more oil.” Presumably to improve the economic wealth of the nation; jobs, overseas export revenue etc. An alternative more sustainable view is to create more digital enterprises. Here are some examples: Zero Live Orion Health and the new GeoOp The above companies (and […]

Service and not just marketing!

Of course we need service and marketing.¬† They are, in many ways, the same. In the last few days I have focused on service as a key difference between businesses I have bought from in the last few days. The ones that have lost the sale have tended to only pay attention to demand creation […]

Telemarketing, service recovery, call centre management and customer perceptions: HRV as an example of how not to do it (May 2011)

Telemarketing, service recovery, call centre management and customer perceptions: HRV as an example of how not to do it (May 2011). By Jeff Marriott (May 2011) We have all experienced telemarketing, and there are a number of views of this practice. Some view it as an invasion of privacy as unsolicited phone calls are made […]

Conceptualising Service Culture by Robert Davis and Neil Gautam 2011

Davis Gautam – Blog Version 2011:¬†Conceptualising Service Culture Robert Davis Associate Professor, Department of Management and Marketing, Faculty of Creative Industries and Business, rdavis@unitec.ac.nz, Phone: ++(649) 815 4321, Postal Address: Unitec Institute of Technology, Private Bag 92025, Auckland, New Zealand. Neil Gautam Research Assistant, Department of Management and Marketing, Faculty of Creative Industries and Business, […]

Service Dominant Logic Presentations: Auckland University Seminar on SDL – March 2011

The Auckland Workshop on SDL The Auckland Workshop on SDL¬†(Service-Dominant Logic) was held 11-12 March 2011 at The University of Auckland Business School in the Owen G Glenn Building, 12 Grafton Road, Auckland. Here are the presentations.