Relevant bibliographies by topics / Customer Service Management Practices

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer Service Management Practices'

Author: Grafiati
Published: 5 June 2025
Last updated: 15 July 2025

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Journal articles on the topic "Customer Service Management Practices"

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Kushwaha, Gyaneshwar Singh, and Shiv Ratan Agrawal. "Customer Management Practices." International Journal of Customer Relationship Marketing and Management 6, no. 2 (2015): 1–14. http://dx.doi.org/10.4018/ijcrmm.2015040101.

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The paper explores the interrelationships between service quality, customer satisfaction, customer retention, and customer loyalty through multiple (three) case studies in stock broking settings. A semi-structured, face-to-face interview was conducted of staff members. The findings from the study show that service quality as an overall and each of them are positively associated with customer satisfaction. The findings also suggested that customer retention is the predictor for customer loyalty in stock broking services. The proposed theory model may provide adoption guidance and a practical fo
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Gautam Kohli and Santosh Kr. Maurya. "A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING SECTOR." Management Insight 14, no. 2 (2020): 72–82. http://dx.doi.org/10.21844/mijia.14.02.7.

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Customers play a predominant role in service marketing. Financial services produce a challenging sector and bear professional skill in designing product/services. Out of other financial service, banking is oldest and important financial service sector. Customer Relationship Management (CRM) has a massive influence in service sector, to win and hold customers for long term efficiency. In the early half of 90s, the relationship marketing idea was formally introduced into the service marketing field. Banks found it more bene
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Cadenas, Girlie I., and Glenne Berja Lagura. "Customer Service Management Practices of Tagum Water District: A Case Study." Journal of Public Management Research 7, no. 1 (2022): 8. http://dx.doi.org/10.5296/jpmr.v7i1.20539.

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This study identified the Customer Service Management (CSM) practices of Tagum Water District (TWD) from the perspective of its customers and customer service personnel as to how TWD responded and addressed the customers inquiries, requests, and complaints. The Evolution of Customer Service by Blake Morgan serves as the foundation for the study's theoretical framework. Focus groups and in-depth interviews were used to get the data. The findings showed that although both customers and customer service staff agreed that TWD practices good customer service, they also encountered some issues and c
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Husain, Syahri Nehru, and Yasir Syam Husain. "Management Perceptions of Organizational Service Quality Practices." Journal of Sustainable Development 10, no. 3 (2017): 14. http://dx.doi.org/10.5539/jsd.v10n3p14.

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The research purposed to investigate the management perception of organizational service quality practices. The study conducted in Institution of One-Stop Service of Southeast Sulawesi. Using SERVQUAL Instruments including tangibility; reliability; responsiveness; assurance; and empathy, customers were interviewed and filling a questionnaire. The sample size of 150 was selected purposively, but only 116 samples were analyzed. Data was analyzed with using confirmatory factor analysis and then the results were compared with using performance importance analysis (PIA). This research found that di
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Ismail Shola, Ahmodu-Tijani, Zurina Bte Adnan, and Shahrin Bin Saad. "Influence of Human Resources Management on Service Quality of Risk Business in Northwestern Nigeria." Journal of Business and Social Review in Emerging Economies 3, no. 1 (2017): 23–32. http://dx.doi.org/10.26710/jbsee.v3i1.178.

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Purpose: Human Resources Management (HRM) practice displays a key function in customer satisfaction in the cognitive of service quality in selected insurance companies in Northwestern Nigeria. The significant of service industries are labour oriented where insurance sector is not an exception because their performance is determined by the quality of risk management services to their customers (Insured). This paper is aimed to investigate Human Resources Management Practices and Service quality in selected insurance companies in Nigeria.
 Methodology: The study adopts secondary data which
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Sahhar, Yasin, Raymond Loohuis, and Jörg Henseler. "Towards a circumplex typology of customer service experience management practices: a dyadic perspective." Journal of Service Theory and Practice 31, no. 3 (2021): 366–95. http://dx.doi.org/10.1108/jstp-06-2020-0118.

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PurposeThe purpose of this study is to identify the practices used by service providers to manage the customer service experience (CSE) across multiple phases of the customer journey in a business-to-business (B2B) setting.Design/methodology/approachThis study comprises an ethnography that investigates in real time, from a dyadic perspective, and the CSE management practices at two service providers operating in knowledge-intensive service industries over a period of eight months. Analytically, the study concentrates on critical events that occurred in phases of the customer journey that in so
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Bala, Anju. "Role of Information Technology in Improving E-CRM Practices." International Journal of Research 11, no. 5 (2024): 420–27. https://doi.org/10.5281/zenodo.12618613.

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<em>The advent of information technology (IT) has significantly transformed various business processes, including Customer Relationship Management (CRM). Traditional CRM practices, which largely relied on manual processes and face-to-face interactions, have evolved into sophisticated digital systems, leading to the emergence of Electronic Customer Relationship Management (E-CRM). E-CRM leverages IT to enhance interactions with customers, streamline operations, and foster long-term relationships. This paper explores the multifaceted role of IT in improving E-CRM practices by examining its profo
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Abdul Wahab, Fareeda, and Oscar Agyemang Opoku. "Customer Service Practices Of Toyota Ghana Limited." Journal Transnational Universal Studies 1, no. 4 (2023): 174–88. http://dx.doi.org/10.58631/jtus.v1i4.28.

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Customer service has been a tool that increases profitability and growth of businesses because of its ability to keep the repurchasing by customers. The performance of customer service depend on how effectively it is used by providers and how innovative they are in engaging customers. The study focuses on how effective customer service is on customer satisfaction and the challenges that comes with it. The study was required to know how these practices set up by management increases the growth of organizations. The study was done at the Kpone branch of Toyota Ghana Company Limited. 91 people re
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Ajatashatru, Samal, and P. Pinakapani Dr. "A Study on the Perception Of Bank Executives on Customer relationship Management Practices in selected banks in Bengaluru." International Journal in Management and Social Science 05, no. 07 (2017): 58–69. https://doi.org/10.5281/zenodo.4392934.

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In a service sector dominated economy like Indian Economy,customer relationship management practices plays a key role in acquisition of new customers and retention of existing customers by service entities. The growth of the economy can be accelerated by financially strong banking and financial services sector. The financial strength of this sector depends on their customer satisfaction. The needs and expectations of their customers is constantly changing with the innovations in services and delivery modes. Therefore the key issue here is to identify the kind of services expected by the custom
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Kimberley, Nell, and Charmine EJ Härtel. "Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation." Journal of Management & Organization 14, no. 2 (2008): 207–18. http://dx.doi.org/10.1017/s1833367200003400.

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AbstractCustomer power is an ever-increasing phenomenon, particularly in relation to service failure. Service failures not only elicit strong emotional reactions from disgruntled customers, but may ultimately lead to a severing of the service provider–customer relationship. A significant but overlooked area of research relates to the behavioural processes which shape customers' perceptions of service failure and recovery. As front-line staffare frequently the customer's only contact in the service encounter, they act as the key referent point in the literature with regard to service quality, s
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Dissertations / Theses on the topic "Customer Service Management Practices"

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Snyman, Christine. "The customer gap between patients expectations and perceptions of service quality in optometric practices." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/18187.

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Thesis (MBA)--Stellenbosch University, 2008.<br>ENGLISH ABSTRACT: Optometric practices, as every other organisation, are becoming more aware that the ability to address your patients' needs is the latest challenge and secret to future success. The purpose of this study is to determine the gap between the patients' expectations and their perceptions of the services rendered in the optometric practice. When the patients' perceptions of the service received meets or exceeds their expectations, the patient will be satisfied and will be encouraged to visit the practice again, increasing the l
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Al-Zaidi, Asma Nasser Mohammed. "Exploring the interrelationships among operations management practices, customer perceptions of service quality and performance of hotels." Thesis, University of Nottingham, 2012. http://eprints.nottingham.ac.uk/14495/.

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Hospitality and tourism are important sectors of any economy. In the service sector, achieving a level of service quality that satisfies customers usually results in a competitive advantage in the market. The concept of service quality in hotels has been the subject of many research studies and there are numerous published works in the field. However, only a few studies have focused on the determinants of service quality for hotels using a set of comprehensive criteria. Thus, conceptualizing a service quality model that identifies the dimensions of service quality that affect customers' satisf
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Maphakisa, Motaboli David. "Effectiveness of ABSA business bank's customer relationship management practices in maintaining loyalty among customers in the Eastern Cape province." Thesis, Bloemfontein: Central University of Technology, Free State, 2014. http://hdl.handle.net/11462/273.

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Thesis (M. Tech. (Business Administration )) - Central University of Technology, Free State,<br>Traditionally, commercial banking in South Africa has been dominated by the big four namely Amalgamated Banks of South Africa (ABSA), First National Bank (FNB), Nedbank, and Standard Bank. Although still dominated by the big four, other smaller banks such as Capitec and African Bank have made inroads into retail banking. This situation arose due to liberalization of the financial services sector since democratisation in South Africa in 1994 which has paved the way for proliferation of the banking in
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Wong, Hon-chung Wilson, and 黃漢忠. "Organizational transformation of a customer service division to cope with technological change in office automation equipment." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B31268341.

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Masset, Benjamin, and Ismail Sekkat. "Implementation of Customer Relationship Management in the Cloud : The example of SMEs through a multiple case study analysis." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-15913.

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Purpose: The aim of this thesis is to build a practical guide to get a clear understanding about the implementation process of Customer Relationship Management in the cloud within Small. It also describes the different concepts that are Customer Relationship Management, Cloud computing and CRM in the cloud, especially related to the SMEs, in order to have a great insight that gives the opportunity to implement successfully this paradigm.   Scientific method: The research lies in the interpretative field of inquiry. Abduction is used to combine empirical data with theoretical studies in orderto
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Felix, Amoah. "Customer relationship management practiced by KOSAB." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.

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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used b
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Espinoza, Bartra Jose Javier. "Diseño de un sistema de gestión de servicios con base en la Norma ISO 20000-1:2018, para el area de sistemas de una entidad estatal dedicada el rubro agrario en zonas rurarles." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2021. http://hdl.handle.net/10757/656375.

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El presente proyecto de investigación fue desarrollado tomando como modelo a una empresa estatal, dedicada al apoyo a agricultores de zonas rurales. Se realizó un análisis exhaustivo de los servicios brindados por la unidad de tecnologías de la información (UTI) o área de sistemas, para luego; tomando como base la norma ISO/IEC 20000-1:2018, las buenas practicas de ITIL 4 y COBIT 2019 y metodologías agiles como SCRUM; plantear un diseño de sistema de gestión de servicios (SGS-TI) que ayude a mejorar la administración, calidad y elevar el nivel de satisfacción de los usuarios con respecto a los
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Poirier, Richard B. "Best practices for customer resource management (CRM)." [Denver, Colo.] : Regis University, 2005. http://165.236.235.140/lib/RPoirier2005.pdf.

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Grass, Marcus. "Performance management systems in customer service." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264205.

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When management sets performance goals the expectation is that employees should strive to reach them, they are used to drive motivation and increase performance. However, the task of instituting performance goals should not be taken lightly. The goals need to fair, measurable, and accepted by the employees who are to adopt them. There are pitfalls to avoid when setting up performance management systems. If goals are not fair, they can breed resentment against the performance management system. If goals are not easily measurable, their validity in the view of the employees can fade as they cann
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Stathopoulou, Anastasia. "Service variation model in customer relationships." Thesis, City University London, 2012. http://openaccess.city.ac.uk/13516/.

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This thesis examines the variations of customer relationships across different types of services and it contributes the existing knowledge of service marketing in three main ways. First, it identifies and brings together a coherent and exhaustive set of drivers that can explain repeat purchase behaviours. Second, it identifies the relational bonds which can strengthen or weaken service relationships and repurchase intentions through different service actions. Third, drawing on Theory of Planned Behaviour, it develops a new comprehensive and integrative conceptual framework, applicable to the s
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Books on the topic "Customer Service Management Practices"

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Bleuel, William H. Service management: Principles and practices. 3rd ed. ISA Press, 1994.

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Patrick, Roger. Benchmarking water utility customer relations best practices. AWWA Research Foundation, 2006.

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Hiebeler, Robert. Best practices: Building your business with customer-focused solutions. Simon & Schuster, 1998.

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International Business Machines Corporation. International Technical Support Center. Service delivery technology center: Best practices on e-ESM installation and configuration. IBM, International Technical Support Organization, 2000.

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Blythe, Marie. Good practices in citizen-centred service. The Centre, 1999.

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1948-, Gore Albert, ed. Serving the American public: Best practices in one-stop customer service : Federal Benchmarking Consortium Study Report. The Review, 1997.

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Group, Spectrem. Best practices in relationship management: Effectively serving affluent households. Spectrem Group, 2005.

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Bent, Stephen. Innovations and good practices in single-window service. Canadian Centre for Management Development, 1999.

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Saxton, James W. The satisfied patient: A guide to preventing malpractice claims by providing excellent customer service. HCPro, 2003.

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1967-, Harrison N. J., ed. Looking at logistics: A practical introduction to logistics, customer service, and supply chain management. 2nd ed. Access Education, 2013.

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Book chapters on the topic "Customer Service Management Practices"

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Wild, Tony. "Customer service." In Best Practice in Inventory Management. Routledge, 2017. http://dx.doi.org/10.4324/9781315231532-3.

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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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Kandampully, Jay, and David J. Solnet. "Customer centricity in practice." In Service Management and Marketing Principles. Routledge India, 2024. http://dx.doi.org/10.4324/9781003470373-6.

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Lehmann, Whitney. "Customer Service and Crisis Management." In Social Media Theory and Communications Practice. Routledge, 2023. http://dx.doi.org/10.4324/9781003255734-15.

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Pandey, Nivedita, S. Shyam Sundar, Brijesh Goswami, Somanchi Hari Krishna, Deepti Sharma, and Shilpa Tandon. "Customer Satisfaction and Service Quality with Effective Practices of Human Resource Management." In Recent Trends In Engineering and Science for Resource Optimization and Sustainable Development. CRC Press, 2024. http://dx.doi.org/10.1201/9781003596721-73.

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Hinselmann, Thomas, Alexander Smirnov, Mikhail Pashkin, Nikolai Chilov, and Andrew Krizhanovsky. "Implementation of Customer Service Management System for Corporate Knowledge Utilization." In Practical Aspects of Knowledge Management. Springer Berlin Heidelberg, 2004. http://dx.doi.org/10.1007/978-3-540-30545-3_45.

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Tsou, Hung-Tai, and Hsuan-Yu Hsu. "Self-Service Technology Investment, Electronic Customer Relationship Management Practices, and Service Innovation Capability: An Extended Abstract." In Marketing at the Confluence between Entertainment and Analytics. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-47331-4_92.

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Edvardsson, Bo, and Bård Tronvoll. "Service Management: Evolution and Moving Forward." In Future of Business and Finance. Springer Nature Switzerland, 2025. https://doi.org/10.1007/978-3-031-76560-5_2.

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Abstract This chapter describes the evolution of service management (SM) from focusing on services as a category of market offerings (as distinct from physical products) to a perspective on value creation. This evolution of SM can be described in three broad periods. The first was when services were understood as unproductive or additions to physical products. Management models from manufacturing and marketing of goods were used, but service organizations could not be managed by using models from manufacturing. This sparked the second period, in which research on service-based concepts and models was grounded in the service encounter, service quality, and customer relations in service organizations. However, no widely accepted view or definition of service and SM was developed during this time. About 20 years ago, in the third period, a new view on service was developed, and this view is still moving SM forward. Service (singular) was understood as a perspective of value creation. The Service-Dominant Logic was born and has developed into a systemic view of understanding service businesses. Recently, a somewhat different view—a practice-theory approach to SM—has been suggested, which still focuses on value creation through service.
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Kushwaha, Gyaneshwar Singh, and Shiv Ratan Agrawal. "Customer Management Practices." In Web-Based Services. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch075.

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The paper explores the interrelationships between service quality, customer satisfaction, customer retention, and customer loyalty through multiple (three) case studies in stock broking settings. A semi-structured, face-to-face interview was conducted of staff members. The findings from the study show that service quality as an overall and each of them are positively associated with customer satisfaction. The findings also suggested that customer retention is the predictor for customer loyalty in stock broking services. The proposed theory model may provide adoption guidance and a practical foundation for customer management to managers.
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"Customer Service: Keeping the Customer Satisfied." In Supply Chain Management Best Practices. John Wiley & Sons, Inc., 2015. http://dx.doi.org/10.1002/9781119202912.ch11.

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Conference papers on the topic "Customer Service Management Practices"

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Liyin Jin. "The effects of service quality management practices on customer satisfaction." In Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. IEEE, 2005. http://dx.doi.org/10.1109/icsssm.2005.1499533.

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Ignacio Garcia Rios Acero, Manuel, Rodolfo Martinez Gutierrez, and Jose Carlos Gonzalez Villa. "QHS Methodology for Business Intelligence Model, Talent Management and KPI's in the Foreign Trade Supply Chain." In 10th International Conference on Human Interaction and Emerging Technologies (IHIET 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1004081.

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The supply chain in foreign trade involves goods storage systems, with quality management systems in comprehensive service logistics, to ensure trust in the relationship with customers; the training of executives specialized in processes of opening accounts, review and storage of goods, as well as the follow-up to the suggestion of customer service become business intelligence strategies, in the face of the challenges of standardization of services where customer satisfaction becomes KPIs of Quality, Service, Cost and Delivery Time. The QHS Methodology is applied with the strategy of intervent
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"A Study on Customer Perception of Electronic Banking Services in Jaipur." In CAASR International Conference on Contemporary Management Practices. Canadian Arena of Applied Scientific Research Ltd, 2015. http://dx.doi.org/10.18797/caasr/iccmp/2015/11/27/08.

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Yang Xu, Qing Duan, and Hongji Yang. "Web-Service-Oriented Customer Relationship Management System Evolution." In 13th IEEE International Workshop on Software Technology and Engineering Practice (STEP'05). IEEE, 2005. http://dx.doi.org/10.1109/step.2005.35.

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Seidenstricker, Sven, and Vinzenz Krause. "Making customers successful: Customer Success Management a new management approach." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003901.

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Especially in times of crisis, as we are currently experiencing, it becomes clear which trends in marketing remain a buzzword and fade away, and which succeed in business and academic application. Customer Success Management (CSM) has transformed from such a phrase into the latest transformation of customer man-agement practice, even providing approaches for overcoming the downsides of the economic crisis. Originating in the software-as-a-service (SaaS) industry, CSM emerged when service providers in the business-to-business landscape no-ticed difficulty succeeding with their recurring revenue
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Bednarčíková, Diana. "Use of Frameworks, Norms and Standards in Information Technology Service Management." In EDAMBA 2022: 25th International Scientific Conference for Doctoral Students and Post-Doctoral Scholars. University of Economics in Bratislava, 2023. http://dx.doi.org/10.53465/edamba.2022.9788022550420.27-38.

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Information Technology Service Management (ITSM) can be defined as the implementation, management and provision of quality information technology services that meet the needs of the enterprise to support business goals and customer needs in the area of IT operations. ITSM is an important factor in the success of many organizations and for this reason a large number of norms, standards, frameworks and models have been created (ITIL, COBIT, ISO/IEC 20000, ETOM, TOGAF, MOF and others) through which the company can use best practices and management practices information technology services. The mo
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Chaturvedi, Dr Pritha, and Prof Sumit Kumar Sinha. "CUSTOMER-CENTRIC MANAGEMENT: INNOVATIONS IN THE BANKING INDUSTRY." In Transforming Knowledge: A Multidisciplinary Research on Integrative Learning Across Disciplines. The Bhopal School of Social Sciences, 2025. https://doi.org/10.51767/ic250103.

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Customer-centric management is a vital approach in the banking industry, where customer expectations and technological advancements are constantly evolving. Effective Customer Relationship Management (CRM) systems empower banks to enhance customer engagement, streamline operations, and build long-term loyalty. This article explores innovations in CRM that have revolutionized banking services, focusing on AI-driven chatbots, predictive analytics, hyper-personalization, and omnichannel integration. AI-powered virtual assistants, such as HDFC Bank’s EVA and Bank of America’s Erica, provide 24/7 s
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Boontos, Anusit, and Vichit Uon. "FACTORS EFFECTING OF HOTEL’S REVISIT INTENTION AMONG TOURISTS IN THAILAND." In MBP 2025 Tokyo International Conference on Management & Business Practices, 21-22 January. Global Research & Development Services, 2025. https://doi.org/10.20319/icssh.2025.4867.

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The objective of this article is to present knowledge derived from a literature review on causal factors of hotel’s revisit intention among tourists. The article to explain the meaning, background, components, and relationships of variable related to hotel’s revisit intention among tourists. Methodology by documentary research from 250 articles, with the source of the articles from various databases and analyzed data by content analysis. Based on the literature review found that the variables commonly used to study hotel’s revisit intention among tourists include customer experience, service q
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Jun Wu. "Customer relationship management in practice: A case study of hi-tech company from China." In 2008 International Conference on Service Systems and Service Management (ICSSSM 2008). IEEE, 2008. http://dx.doi.org/10.1109/icsssm.2008.4598558.

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Kim, Jiyoung, and Sunmee Choi. "MANAGEMENT OF CUSTOMER INTERACTIONS AS AN INNOVATIVE SOURCE FOR IMPROVING CUSTOMER PERCEPTIONS OF SERVICE QUALITY." In Bridging Asia and the World: Globalization of Marketing & Management Theory and Practice. Global Alliance of Marketing & Management Associations, 2014. http://dx.doi.org/10.15444/gmc2014.02.02.03.

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Reports on the topic "Customer Service Management Practices"

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Pasupuleti, Murali Krishna. Empathetic AI in Action: Transforming Customer Service with Emotional Intelligence. National Education Services, 2025. https://doi.org/10.62311/nesx/rr725.

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Abstract: This article explores the transformative impact of Emotionally Intelligent AI on customer service, focusing on how AI systems are designed to understand and respond to human emotions with empathy and precision. It delves into the core technologies, such as sentiment analysis, emotion recognition models, and reinforcement learning, that enable AI to provide emotionally aware interactions. Practical applications are discussed, including AI-powered customer support, personalized experiences, and crisis management solutions. The Article also covers the psychological foundations of AI-dri
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Fotabong, Lounarda, and Aurimas Baliukevičius. The Influence of Supply Chain Management on the Organizational Performance of Supermarket. Vilnius Business College, 2024. https://doi.org/10.57005/ab.2024.2.4.

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Despite the existence of Supply chain strategies put in place by Njeiforbi Supermarket to increase their performance there have still been faced with problems of stock-outs, low customer satisfaction, low profits and long lead times still hamper Njeiforbi Supermarket Buea. The main objective of the study is to investigate the effects of Supply chain management on Organisational performance of Supermarket in Buea case of Njeiforbi The research design adopted for this study was descriptive research survey. A stratified sampling technique was used for this study with a sample size of 35 responden
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Jourdain, Jean-Loup. Tool for Evaluating the Application of Good Practices for Customer Services in a Water Utility. Inter-American Development Bank, 2011. http://dx.doi.org/10.18235/0009001.

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The Water and Sanitation Division (INE/WSA) of the IADB is developing tools to assist operators of water companies in the identification and adoption of best practices in various management areas. At the request of various operators, the Bank has decided to develop a tool for evaluating customer management practices in use by water and sewerage utilities. The tool, presented here, is an Excel program, using macros in Visual Basic, and designed to be "freestanding".
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4

Kramer, Mitchell. Best Practices in Customer Self-Service. Patricia Seybold Group, 2007. http://dx.doi.org/10.1571/bp05-31-07cc.

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5

Toropov, P. B. READINESS OF SPECIALISTS SOCIAL SERVICE INSTITUTIONS TO CUSTOMER SOCIAL ASSISTANCE MANAGEMENT. Bulletin of the Federal Baltic University I. Kant, 2020. http://dx.doi.org/10.18411/2223-2095-2015-11-79-84.

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Jourdain, Jean-Loup. Evaluation Tool to Implement Good Practices in the Area of Customer Management for Water and Sewerage Operators. Inter-American Development Bank, 2011. http://dx.doi.org/10.18235/0008832.

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The following is a tool developed by the Water and Sanitation Division of the IDB for evaluating customer management practices in use by water and sewerage utilities. In order to facilitate the use of this tool, all matters which relate to customer management have been grouped into four main functional areas: the "Billing Factory" (or the recurrent billing and collection activities); Revenue Management; Customer Care (management of contacts with customers); and Customer Marketing, a relatively new activity in water and sewerage companies, which aims to study and propose solutions tailored for
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Bonzi, Augusto, Eric Boeck, Michelle Hallack, et al. Electrokit: Power Utility Toolkit–Quality of Technical Service. Inter-American Development Bank, 2021. http://dx.doi.org/10.18235/0003782.

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The Electrokit is an initiative created by the IDB to strengthen transformation and continuous improvement of electric utilities in the LAC region. The Electrokit is organized in 16 activities that are common to most electricity utilities. This publication presents the indicators and best practices related to Quality of Technical Service. The aim of the toolkit is to provide power utilities, policy and decision-makers access to best practices, current trends, and expertise to: (i) identify challenges, develop a strategy and action plan for addressing them; and (ii) support utilities to be more
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McFall, Thomas G., and Dennis La. Mission and Installation Contracting Command Services Acquisition: Empirical Analysis of Army Service Contract Management Practices. Defense Technical Information Center, 2011. http://dx.doi.org/10.21236/ada628347.

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Ramos, Michelle, and Joshua Nabors. Mission and Installation Contracting Command Services Acquisition: Empirical Analysis of Army Service Contract Management Practices. Defense Technical Information Center, 2011. http://dx.doi.org/10.21236/ada555652.

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Katigbak, Jovito Jose, and Jemimah Joanne Villaruel. Assessing the Adoption of Circular Economy among Women-Led MSMEs in Metro Manila: A Pilot Study. Philippine Institute for Development Studies, 2023. http://dx.doi.org/10.62986/dp2023.30.

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Buoyed by favorable developments at the global and regional levels, circular economy (CE) has been emerging in the Philippines due to an increasing call for the effective mainstreaming of sustainable principles and practices across various economic sectors. Often characterized as an industrial system regenerative or regenerative by design, CE presents guidelines that enable business-, society-, and environment-friendly economic development. This is vital for the Philippines as it seeks to address waste management issues and reduce carbon emissions by advancing Sustainable Development Goal 12:
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