Thematische Bibliographien / Customer services

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Auswahl der wissenschaftlichen Literatur zum Thema „Customer services“

Autor: Grafiati

Veröffentlicht am 4. Juni 2021

Zuletzt aktualisiert am 25. Juli 2025

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Zeitschriftenartikel zum Thema "Customer services"

Meshal Saeed S, Alshahrani, Alshahrani Bander Sayaf Z, and Alshahrani Ahmed Saeed A. "Does customer service matter? A customer perception of bank services in Islamic countries." International Journal Of Innovation And Economic Development 1, no. 2 (2015): 29–38. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.12.2004.

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This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial he

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Sharma, Nikhil, Himanshi, Manish Singh, and Manjula Shanbhog. "Bank Services Analysis." BOHR International Journal of Finance and Market Research 1, no. 1 (2020): 21–23. http://dx.doi.org/10.54646/bijfmr.004.

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Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a

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Sharma, Nikhil, and Himan shi. "Bank Services Analysis." BOHR International Journal of Finance and Market Research 1, no. 1 (2022): 19–22. http://dx.doi.org/10.54646/bijfmr.2022.04.

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Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. Understanding consumer satisfactionwith service quality has gotten increasingly difficult. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, thegoal of this research study is to repor

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Dyczkowska, Joanna Alicja. "The Active Customer in Logistics Services." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 4 (2019): 43. http://dx.doi.org/10.17951/h.2019.53.4.43-52.

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<p>This article describes the notion of “customer activity” in logistics services as an interaction with providers. We reviewed concepts of customer activity in services offered by logistics service providers (LSPs) in the food sector. We then analysed customer activity in transport, storage and management of services. We used a direct diagnostic survey for comparative analysis of groups of customers. The roles of LSPs in the supply chain and within the framework of cooperation in the business-to-business market are presented. Basic customer activities were examined by studying the suppl

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D, Suganthi. "Innovative services provided by airtel." Journal of Management and Science 1, no. 1 (2013): 144–52. http://dx.doi.org/10.26524/jms.2013.20.

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Business to consumer marketing it is "the process by which companies create value for customers and build strong customer relationships, in order to capture value from customers in return". For business to business marketing it is creating value, solutions, and relationships either short term or long term with a company or brand. Marketing is used to identify the customer, satisfy the customer, and keep the customer. The adoption of marketing strategies requires businesses to shift their focus from production to the perceived needs and wants of their customers as the means of staying profitabl

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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid LamaÂ special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression a

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Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.

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Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome

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B, Abdul Suban. "Effect of E-Banking Services on Customer Value and Customer Loyalty." Shanlax International Journal of Commerce, 6, S1 (2018): 34–40. https://doi.org/10.5281/zenodo.2532933.

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In Percent years, the Electronic Banking Services have formed to give the impression is widely as an electronic channel of conducting financial transactions to the customers. In the Tiruchirappalli commercial banks carry on to offer most of their banking transactions usingelectronically. The E - Banking services are theinternettransactions, and transferring electronic funds, whereby customers produce services forthemselves without assistance from banker.The objective of this study is to investigate the effect of electronicbanking services on Customer value and Customer loya

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Mandal, Pratap Chandra. "Services and Their New Realities." International Journal of Service Science, Management, Engineering, and Technology 12, no. 5 (2021): 1–13. http://dx.doi.org/10.4018/ijssmet.2021090101.

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Companies providing services operate in a dynamic business environments. They require understanding and appreciating the new service realities. They should devise and implement appropriate strategies to sustain the competition. The objective of the study is to analyze the strategies. New service realities include shifting customer relationships, customer empowerment, and customer co-creation. The study aims at a conceptual analysis of the literature. Service companies require satisfying both customers and employees to remain competitive. Companies should aim to prevent service failures from oc

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Hayat, Kumala, and Rahmat Daim Harahap. "Evaluation of Teller Services to Customers and Analysing Customer Satisfaction with Teller Services at BSI KCP Lauser." Muhasabatuna : Jurnal Akuntansi Syariah 6, no. 2 (2024): 219–28. https://doi.org/10.54471/muhasabatuna.v6i2.2958.

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This study discusses the effect of service quality on customer satisfaction in Islamic banks. The purpose of this writing is to know what is customer satisfaction and service quality how to measure service quality, and what are the factors that cause customer satisfaction. This writing can also be seen how the relationship between service quality and customer satisfaction. In conducting research the author uses the literature study method, the author gets references from reliable sources. The results showed that all dimensions of service quality have a significant positive effect on customer s

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Dissertationen zum Thema "Customer services"

Heath, Eric Ernie. "The determinants of customer co-production and satisfaction in a compliance dependent service." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24649.

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Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important be

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Ferraz, Sofia Batista. "Customers as fellows: analyzing customer citizenship behavior in services marketing." Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/.

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Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main purpose of this dissertation threefold. First, we offer theoretical contributions to future studies comprising Customer Citizenship Behavior (CCB). Conducting a systematic review with 92 articles, we suggest new avenues of research regarding theoretical and methodological possibilities. Second, we invest

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Zubari, Sinem. "Customer Value Of Mobile Services." Master's thesis, METU, 2010. http://etd.lib.metu.edu.tr/upload/12612716/index.pdf.

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Mobile devices are becoming widely common today. As the number of mobile devices continue to grow all around the world, its functionality is extending and mobile technologies are gaining more popularity in every aspect of our life. Today, wide range of mobile services is offered to people. The purpose of our study is examining the customer value of mobile services for individuals or citizens. A value model for mobile services has been proposed with five dimensions: Functional Value, Social Value, Emotional Value, Epistemic Value and Economic Value. The effect on each value dimension on Intenti

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Bare, Michael Burnett. "Credit union service organization products and services: Implications, decisions, and strategies." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2930.

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Hamer, Susan E. "Ontario Superhost ... : what is its value to service providers? /." Online version of thesis, 1996. http://hdl.handle.net/1850/12337.

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Crawford, Sarah L. "Defining quality customer service competencies at University of Wisconsin-Stout's Memorial Student Center." Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002crawfords.pdf.

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Fleming, Rebecca M. "Defining quality customer service competencies at the University of Wisconsin-Stout's Memorial Student Center phase II /." Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002flemingr.pdf.

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Brennan, Deborah Lee. "Reinventing customer service at veterinary services' Miami Animal Import Center." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1997. http://www.kutztown.edu/library/services/remote_access.asp.

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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1997.<br>Source: Masters Abstracts International, Volume: 45-06, page: 2934. Abstract precedes thesis as preliminary leaves 2-3. Typescript. Includes bibliographical references (leaves 39-47).

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Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.

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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolvi

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Lillis, Anne M. "Customer costing responsiveness - an analytical framework." Melbourne, Vic. : University of Melbourne, Dept. of Accounting and Business Information Systems, 2002. http://wff2.ecom.unimelb.edu.au/accwww/research/papers/0202%20ALillis&MAAbernethy.pdf.

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"January 2002" Includes bibliographical references: (p. 31-34). The primary purpose of this study is to develop a framework for identifying the primary drivers of the costs of being customer responsive. The authors' aim is to develop an understanding of the causal drivers of the costs of responsiveness as these costs are considered to be an important input to strategic and tactical decisions. In developing this framework, the paper links the characteristics of responsive manufacturing from the operations management literature with the insights from studies in the accounting literature relati

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Bücher zum Thema "Customer services"

Institute for Computer Capacity Management., ed. Managing customer service. Institute for Computer Capacity Management, 1989.

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Gerson, Richard F. Beyond customer service: Keeping customers for life. Crisp Publications, 1992.

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Seldman, Marty. Customer tells: Delivering world-class customer service by reading your customers' signs and signals. Kaplan Pub., 2007.

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Daffy, Chris. Once a customer, always a customer: How to deliver customer service that creates customers for life. Oak Tree, 1999.

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United States. Western Area Power Administration. Energy Services. Energy Services customer sourcebook. Western Area Power Administration, 1993.

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National Association of Home Builders (U.S.). Remodelors Council., ed. Customer service. Home Builders Institute, 1993.

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St, Clair Guy. Customer service in the information environment. Bowker-Saur, 1993.

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Fickert, Reiner. Customer Costing. Haupt, 1998.

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Hill, Curtis. Customer service DNA. Plain Sight Publishing, an imprint of Cedar Fort, Inc., 2015.

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MacNeill, Debra J. Customer service excellence. Business One Irwin/Mirror Press, 1994.

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Buchteile zum Thema "Customer services"

Ciuffo, Joe. "Customer Services." In Enterprise Cloud Computing for Non-Engineers. Auerbach Publications, 2018. http://dx.doi.org/10.1201/9781351049221-8.

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Englert, Roman, and Thomas Rosendahl. "Customer Self Services." In Handbuch Electronic Business. Gabler Verlag, 2000. http://dx.doi.org/10.1007/978-3-322-92969-3_13.

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Englert, Roman, and Thomas Rosendahl. "Customer Self Services." In Handbuch Electronic Business. Gabler Verlag, 2002. http://dx.doi.org/10.1007/978-3-322-96349-9_20.

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Baron, Steve, Kim Harris, and Toni Hilton. "Customer Interactions in Services." In Services Marketing. Macmillan Education UK, 2009. http://dx.doi.org/10.1007/978-1-137-16396-7_4.

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Ennew, Christine, Nigel Waite, and Róisín Waite. "Customer-relationship management." In Financial Services Marketing. Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-15.

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Baron, Steve, and Kim Harris. "Customer Retention and Relationship Marketing." In Services Marketing. Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-24174-3_8.

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Baron, Steve, Kim Harris, and Toni Hilton. "Service Quality and Customer Satisfaction." In Services Marketing. Macmillan Education UK, 2009. http://dx.doi.org/10.1007/978-1-137-16396-7_8.

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Schawalder, Michael, Volker Lenz, and Herbert Röllin. "Customer-Relationship-Management." In Industrielle Services strategisch optimieren. Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-36453-2_2.

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Gerberich, Claus W. "Smart Services im Customer Service Management." In Smart Services und Internet der Dinge: Geschäftsmodelle, Umsetzung und Best Practices, 2nd ed. Carl Hanser Verlag GmbH & Co. KG, 2021. http://dx.doi.org/10.3139/9783446471405.007.

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Farquhar, Jillian Dawes, and Arthur Meidan. "The financial services customer." In Marketing Financial Services. Macmillan Education UK, 2010. http://dx.doi.org/10.1007/978-1-349-92401-1_4.

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Konferenzberichte zum Thema "Customer services"

Xu, Lu. "Managing customer services: Customer knowledge management in service innovation." In 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959325.

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Blackie, N. M. "Interactive customer services - improving communications with customers." In IEE Colloquium on Business Applications of Multimedia Communications. IEE, 1997. http://dx.doi.org/10.1049/ic:19970356.

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Kimita, Koji, Yohei Yoshimitsu, Yoshiki Shimomura, and Tamio Arai. "A Customers’ Value Model for Sustainable Service Design." In ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49564.

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To solve the current environmental problems, it is necessary to reconsider the current mass production paradigm and create products of higher value, based largely on knowledge and service content, to compensate for volume reduction under the concept of dematerialization. On the basis of this concept, we propose a new engineering discipline to examine services called ‘Service Engineering’. Service Engineering aims to provide services that generate high customer satisfaction. To achieve this, we have developed methods that allow service designers to design and evaluate the design solution from t

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Maheshwari, Dr B. Geetha. "A STUDY ON SERVICE QUALITY IN SELECTED BANKS BASED ON CUSTOMER EXPERIENCE WITH SPECIAL REFERENCE TO THOOTHUKUDI DISTRICT." In Transforming Knowledge: A Multidisciplinary Research on Integrative Learning Across Disciplines. The Bhopal School of Social Sciences, 2025. https://doi.org/10.51767/ic250133.

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The importance of the service industry to economic growth has increased on a global scale. An essential component of commercial activity is the service sector. Unlike in the past, public sector banks now confront two significant challenges in the banking business: first, they must compete with private sector banks; second, they must manage their client base effectively by giving them high-quality service and keeping them as customers. Customer service in banks can be thought of as how a client feels about the services he receives from his bank. Every day, the bankers have to deal with rising c

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Digmayer, Claas, Nina Rußkamp, and Eva-Maria Jakobs. "The Customer Experience of Energy Services." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003780.

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Climate protection and the limited availability of conventional energy sources have led to efforts to facilitate a transition to renewable sources. This trend also changes the way in which electricity is consumed and distributed: Recently, end-users have taken an increasingly active role in the electrical power system that enables a collective form of energy self-consumption and sharing - so-called ‘energy communities’ [1]. In these communities, energy is generated with solar or wind technologies and distributed between members using local grids and community battery storages.The diffusion of

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Lihua Wu, Lu Liu, and Jing Li. "Evaluating customer lifetime value for customer recommendation." In Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. IEEE, 2005. http://dx.doi.org/10.1109/icsssm.2005.1499450.

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Bordian, Mihaela. "The influence of factors on customer satisfaction in the selection of logistics service providers." In Simpozion Ştiinţific al Tinerilor Cercetători. Ediţia a 22-a. Academy of Economic Studies, 2025. https://doi.org/10.53486/sstc2024.v1.47.

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Maintaining and increasing customer satisfaction is a key driver of sustainable competitive advantage in the logistics services sector. Customer satisfaction reflects how the delivered product or service meets the customer's expectations. This research aims to identify the determinants in the choice of logistics service providers by customers. Using a method of systematic review of specialized literature published in the international databases Web of Science and Scopus, the bibliometric analysis highlights that the central factor of satisfaction and competitiveness in logistics is service qua

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Papadopoulos, Dimitrios, Georgios Karipoglou, Michail Glykas, and Thaleia Dima. "Service Quality in Business Excellence Maturity Assessment." In Ninth International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2023. http://dx.doi.org/10.31410/limen.2023.51.

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Service quality is a critical aspect of business excellence maturity assessment. It refers to the level of excellence achieved in delivering products or services to customers. Customer satisfaction and loyalty, as well as a company’s overall reputation and success, are significantly influenced by the quality of its services. This research paper focuses on research related to Service Quality in Business Excellence Maturity Assessment. In a business excellence maturity assessment, service quality is typically evaluated through various metrics and indicators. These may include customer satisf

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Vlckova, Vladimira, and Lucie Podskubkova. "CUSTOMER SERVICE QUALITY IN B2B MARKET FROM THE BUYER’S PERSPECTIVE." In Business and Management 2018. VGTU Technika, 2018. http://dx.doi.org/10.3846/bm.2018.40.

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The importance of services for companies is significant and still increasing. Customers expect fulfil-ment of their requirements concerning not only the product, but also the quality of services relating to this product. The core of competitiveness is thus moving from the product itself to the supplier abili-ties created by the entire supply system with a dynamic structure. Therefore, it is necessary to under-stand the specific needs of each single customer concerning services within the entire supply system. On the basis of a comparison of the outcomes of a targeted literature review and an a

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Oki, Kazuhiro, Kentaro Watanabe, Ryosuke Chiba, and Yoshiki Shimomura. "A Method for Supporting Service Design Based on Multiple Domain Knowledge." In ASME 2010 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2010. http://dx.doi.org/10.1115/detc2010-29032.

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Recently, it has become increasingly important to provide customers with highly creative services to attain differentiation from competing firms. Fulfilling customer requirements with such creative service contents is an effective way to differentiate a firm’s services from those of its competitors. However, there have been few studies that directly support the creation of new service contents, e.g., service design support using information-processing technology for knowledge by the computer. It is valid for service providers to acquire creative service design solutions that fulfill customer r

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Berichte der Organisationen zum Thema "Customer services"

Marshak, Ronni. Customer Ecosystems: Meal Ordering Services. Patricia Seybold Group, 2012. http://dx.doi.org/10.1571/cea03-15-12cc.

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Kramer, Mitchell. Framework for Evaluating Customer Self-Service Products and Services. Patricia Seybold Group, 2006. http://dx.doi.org/10.1571/fw6-8-06cc.

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Rajamani, Deepa, and Saumya RamaRao. Enhancing customer satisfaction for health services. Population Council, 2019. http://dx.doi.org/10.31899/rh9.1100.

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LaRaine Ingram, Keisha. Co-Creation in Marketing and Brand Strategy. Vilnius Business College, 2024. https://doi.org/10.57005/ab.2024.2.2.

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Co-creation in branding and marketing strategy represents a paradigm shift from traditional, company- centric approaches to more interactive, customer-centric models. This concept involves engaging customers as active participants in the creation and enhancement of products, services, and brand experiences. Co-creation fosters deeper customer engagement and loyalty and drives innovation and competitive advantage. The theoretical foundations of co-creation can be traced to service-dominant logic, which emphasizes the role of the customer as a co-creator of value rather than a passive consumer.

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Shen, Shiyu, Yuhui Zhai, and Yanfeng Ouyang. Planning and Dynamic Management of Autonomous Modular Mobility Services. Illinois Center for Transportation, 2024. https://doi.org/10.36501/0197-9191/24-029.

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As we enter the next era of autonomous driving, robo-vehicles (which serve as low-cost and fully compliant drivers) are replacing conventional chauffeured services in the mobility market. During just the last few years, companies like Waymo Inc. and Cruise Inc. have already offered fully driverless robo-taxi services to the general public in cities like Phoenix and San Francisco. The rapid evolution of autonomous vehicles is anticipated to reshape the shared mobility market very soon. This project aims to address the following open questions. At the operational level, how should modular units

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Seybold, Patricia. Senior IT Architect for Cross-Channel Customer Experience and Digital Services. Patricia Seybold Group, 2011. http://dx.doi.org/10.1571/os10-7-04cc.

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Goldman, C., W. Kempton, A. Eide, and M. Iyer. Impact of information and communications technologies on residental customer energy services. Office of Scientific and Technical Information (OSTI), 1996. http://dx.doi.org/10.2172/431189.

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MELNIKOV, A. R., I. P. MELNIKOVA, and M. A. MELNIKOVA. ABOUT THE REQUIREMENTS FOR FREIGHT FORWARDERS IN THE LOGISTICS SERVICES MARKET. Science and Innovation Center Publishing House, 2022. http://dx.doi.org/10.12731/2227-930x-2022-12-1-2-15-23.

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The characteristic of the forwarding company is given, which is able to provide the client-cargo owner with a reduction in costs in the transport component of the price of goods. The object of the study is: the market of freight forwarding services. The objectives of the research, based on the methods of analysis and synthesis are research and analysis of the current state of the issue of interaction between the customer and the forwarder in the logistics market; determination of requirements for the forwarding company and determination of approaches to solving the problem of reducing the tran

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Cao, Larry. IV. Chatbot, Knowledge Graphs, and AI Infrastructure. CFA Institute Research Foundation, 2023. http://dx.doi.org/10.56227/23.1.10.

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Expert contributors discuss AI and big data applications that are being developed for financial services, such as AI-powered intelligent customer service systems; “factories” for data processing, AI, simulation, and visualization; and symbolic AI.

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MELNIKOV, A. R., I. P. MELNIKOVA, and N. V. SHISHKAREVA. ABOUT THE ROLE OF THE FORWARDING COMPANY IN INCREASING THE ECONOMIC EFFICIENCY OF FOREIGN TRADE TRANSACTIONS OF CUSTOMERS (SELLERS AND BUYERS OF GOODS). Science and Innovation Center Publishing House, 2022. http://dx.doi.org/10.12731/2227-930x-2022-12-1-2-7-14.

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As part of the study and analysis of domestic and foreign practice of foreign trade in goods and freight forwarding, a characteristic of a conditional forwarding company is given that is able to provide a cargo owner customer with a reduction in costs in the transport component in the price of the customer’s goods. The object of the study is: the market of trade, transport operations and freight forwarding services. The objectives of the research, based on the methods of analysis and synthesis, are: research and analysis of the current state of the issue of interaction between the customer and

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