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Competing in a Converging market Hubert C. Y. Chan
Introduction One of the major phenomena in the information and communication technology (ICT) industry today is convergence. The European Commission (1997) defines technological convergence as “the ability of different network platforms to carry essentially
What makes Customers Discontent – Hubert C. Y. Chan
Abstract The effectiveness of complaint handling and service recovery policies in customer retention has been the focus of both scholars and service organizations. In the past decade, Justice Theory has provided the basis of
Innovation Management — Strategic Allocation of Resources and Decision Making – v3
Introduction Businesses are currently in a realm of global competition and the rapid pace of development in technology and communication has made the competition even tenser as product cycles are shortened. Constant innovation is
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