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Relevant bibliographies by topics / Customer Service Management Practices / Dissertations / Theses

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Dissertations / Theses on the topic 'Customer Service Management Practices'

Author: Grafiati

Published: 5 June 2025

Last updated: 1 August 2025

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1

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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2

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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5

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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9

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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10

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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Leonard, Delores Leonard. "Exploring Customer Service Through Hospital Management Strategies." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3700.

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Patient demand for a better quality of healthcare and services has increased as insurance companies have decreased payments to hospitals. The purpose of this qualitative single exploratory case study was to explore hospital managers' strategies to improve customer service. Data were gathered from semistructured interviews with 5 hospital managers who implemented customer service strategies in their hospital systems, hospital policy and procedure documents, and qualitative data from the Consumer Assessment of Healthcare Providers and Systems Hospital Compare website. Expectation-confirmation th

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Larbig-Wust, Christine. "Measuring customer involvement in new service developments." Thesis, City University London, 2010. http://openaccess.city.ac.uk/1140/.

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Service marketing managers are being required to develop new services that succeed in the market and are valuable for customers. Services Marketing literature therefore stresses the need to innovate with customers and to integrate their view into the new service developed. However, consensus about the positive effects of customer involvement in new service development (NSD) has not been reached. Drawing on the theory of organisational knowledge creation and the concept of marketing orientation, we argue that customer involvement is not related to successful new services per se. However, we pro

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Gorst, Jonathan Keith. "Modelling customer satisfaction in service industries." Thesis, Sheffield Hallam University, 2000. http://shura.shu.ac.uk/19707/.

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This research considers a Customer Satisfaction Index approach and its relative benefits to the UK community. It is focussed on the service industries in both the public and private sectors. It looks at, and develops the measuring and modelling processes involved and employs a Structural Equation Modelling (SEM) methodology. The research critiques two of the leading methodologies currently available (Maximum Likelihood and Fixed Point Estimation) before selecting one from which to model the whole process. Throughout the research, three different structural models are considered. These vary in

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Langer, Michael. "Konzeption und Anwendung einer Customer-Service-Management-Architektur." [S.l.] : [s.n.], 2001. http://deposit.ddb.de/cgi-bin/dokserv?idn=962058408.

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Nerb, Michael. "Customer-Service-Management als Basis für interorganisationales Dienstmanagement." [S.l. : s.n.], 2001. http://deposit.ddb.de/cgi-bin/dokserv?idn=962058637.

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McCrory, Barbara. "Customer retention through the equal incorporation of continuous improvement (CI), culture and customer service." Thesis, Edinburgh Napier University, 2013. http://researchrepository.napier.ac.uk/Output/6439.

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Customer retention has long been considered an important element in achieving competitive advantage for business organisations. The increasingly turbulent economic environment has brought this again to the fore for many organisations. Through the development of a practice based guiding framework for the improvement of customer retention this study investigates the complex relationship between the concepts of customer service, continuous improvement and organisational culture across a variety of business sectors. Drawing from a systematic literature review, initial links were made between the c

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Ortman, James Francis. "Strategies to Teach Customer Service Skills." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3408.

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Business managers' failure to retain dissatisfied customers leads to millions of dollars in lost revenue. The purpose of this single case study was to explore managers' training strategies to teach sales associates customer service skills. The sample included 3 training managers from the mobile phone industry in Michigan who recorded a 25 % increase in customer retention after implementing customer service training. The conceptual framework for this study was human capital theory. Data were collected from semistructured interviews and training documents. Data analysis entailed using coding tec

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Arfmann, David. "A new lean service model : the value of customer integration into service operations." Thesis, University of Gloucestershire, 2015. http://eprints.glos.ac.uk/2927/.

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Purpose – The purpose of this thesis is to explore the implications of value co-creation on lean service operations. Given that only customers are able to create value, the integration of customers becomes more and more important. This thesis investigates customer integration through applying and enhancing lean principles. The overall goal of this study is to develop and test a model to integrate customers into service operations in a lean way, considering value co-creation theory. Design/methodology/approach – The overall research strategy of enquiry consists of action research and mixed meth

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Paraman, Pradeep [Verfasser]. "Service Guarantee prospect in signalling Service Quality towards Customer Loyalty / Pradeep Paraman." München : GRIN Verlag, 2020. http://d-nb.info/1220832995/34.

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Singh, Jyothsna A. "Customer expectations of employee emotional labour in service relationships." Thesis, University of Gloucestershire, 2017. http://eprints.glos.ac.uk/5715/.

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Emotional labor has been defined by Hochschild (1983) as “the management of feeling to create a publicly observable facial and bodily display” (p. 7, 1983). Many jobs contain an emotional component that goes beyond the normal burden on feelings caused by work and thus require “emotional labor”. Hochschild (1983) distinguished between two approaches available to the emotional laborer - surface acting and deep acting. This thesis examines the relationships between employee emotional labour (Hochschild, 1983), customer perceived interaction quality and customer intention to continue the private b

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Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.

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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The servic

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Anvar, Meysam Maleki. "Supply chain integration model: practices and customer values." Doctoral thesis, Faculdade de Ciências e Tecnologia, 2013. http://hdl.handle.net/10362/10688.

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Dissertation to obtain PhD in Industrial Engineering<br>In order to increase partnership efficiency and truly meet the customers' demands, in today's business environment companies are operating in supply chains. Integration of supply chains facilitates minimizing diferent types of wastes and satisfying needs of the end customer. The first step toward supply chain integration is to understandand the customer values, and to reconfigure supply chain to support those values. The current research addresses supply chain integration through quantifying relations between supply chain practice and cu

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Chan, Ho-kuen, and 陳浩權. "Customer service and shopping centre management in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2009. http://hub.hku.hk/bib/B4440038X.

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Chakravorti, Samit. "Customer relationship management : a content analysis of issues and best practices." FIU Digital Commons, 2006. http://digitalcommons.fiu.edu/etd/2103.

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This dissertation is a study of customer relationship management theory and practice. Customer Relationship Management (CRM) is a business strategy whereby companies build strong relationships with existing and prospective customers with the goal of increasing organizational profitability. It is also a learning process involving managing change in processes, people, and technology. CRM implementation and its ramifications are also not completely understood as evidenced by the high number of failures in CRM implementation in organizations and the resulting disappointments. The goal of this diss

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Meyer, Warren Carlo. "Investigating customer service excellence at Lakeside Spar." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1016.

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Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical aspects of: expedient service delivery; open and honest communication; individual, personalised service; engendering customer loyalty; problem-solving; under-promising and over-delivering; meeting and exceeding expectations; efficient use of infrastructure, systems and procedures to facilitate efficient operations and, in particular, effective use of knowledge management with a focus on customer lifecycle care (Kingstone, 2004, 2

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Trncic, Fazileta, Mariam Daher, and Vanessa Nacional. "Internal problems of changing customer service systems." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-11108.

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This thesis focuses on the internal problems for companies changing customer service system and how to best avoid these problems and make the implementation of the new system as efficient as possible. The reason for focusing on the customer service systems was since more and more companies are transcending to e-commerce and having some form of customer service is common. As the technology is changing so does the requirements for the system and thereby companies are in need for constant change. The problem area is wide and the results can be applied to almost any company undergoing changes of c

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Athanassopoulou, Pinelopi. "Developer - customer communication in successful new service development." Thesis, City University London, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.390938.

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Pardede, Erna K. (Erna Kertasasmita). "Service bulletin inventory management and modeling for aerospace parts in customer service organization." Thesis, Massachusetts Institute of Technology, 2013. http://hdl.handle.net/1721.1/81011.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Engineering Systems Division; in conjunction with the Leaders for Global Operations Program at MIT, 2013.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (p. 73-74).<br>The Customer Service department of United Technology Corporation (UTC) Aerospace System is primarily responsible for providing spare parts, repair services, training, and technical support for products that UTC Aerospace Systems develops. The goal for spares turn

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Lam, Hoang Chau, and Qiuyun Li. "Does electronic customer relationship management affect customer satisfaction and trust?" Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24655.

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Aim: This paper aims to explore and to understand how the E-CRM affects customer satisfaction and trust from customer perspectives in electronic commerce. Method: The research is an exploratory and qualitative study. A multiple case study involving 3 Swedish companies with 12 face-to-face interviews in Gävle, Sweden, was chosen to collect the empirical data for this study. Data were coded by hands and structured in the form of tables in accordance with 7 codes categorized in 2 themes. Coded data were interpreted to investigate the research questions by using the inductive method. Result &

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Elliott, Grant Stephen. "Improving customer service contact root-cause analysis." Thesis, Massachusetts Institute of Technology, 2009. http://hdl.handle.net/1721.1/50095.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Dept. of Mechanical Engineering; in conjunction with the Leaders for Manufacturing Program at MIT, 2009.<br>Includes bibliographical references (p. 50).<br>When a customer calls or e-mails customer service, a customer service agent will diagnose the issue, render a solution, and then wrap-up the call or e-mail. For many customer service departments, this wrap-up process requires the agent to classify the reason the customer contacted customer service. Typicall

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Luostarinen, L. (Lauri). "Service provider’s understanding of their customer churn:executive’s assumptions compared to results from customer data analysis." Master's thesis, University of Oulu, 2018. http://urn.fi/URN:NBN:fi:oulu-201811283126.

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Customer churn is one of the key metrics defining company’s growth. While companies are increasing their investments into customer retention, churn remains remarkably high in most industries in B2B sector. This raises a question if service providers have thorough enough understanding of what causes their customers to churn, and how to effectively manage customer churn. This thesis explored executives assumptions on their customer churn, and we were able to provide suggestions on how to improve company’s resource allocation to increase customer retention. Quantitative analysis based on customer

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Robinson, Stewart Leslie. "Service quality in the management of simulation projects." Thesis, Lancaster University, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.266667.

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Schilkrut, Ariel Z. (Ariel Zalman) 1967. "Managing customer relationship channels through pricing and service quality." Thesis, Massachusetts Institute of Technology, 2001. http://hdl.handle.net/1721.1/8771.

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Thesis (Ph.D.)--Massachusetts Institute of Technology, Sloan School of Management, 2001.<br>Includes bibliographical references (p. 113-116).<br>The present dissertation focuses on how firms should interact with their customers. The emergence of new technologies such as the Internet give firms new ways to communicate with their customers and raise a number of questions: Which channels should the firm make available to their customers? What level of service should it provide at each of the channels? What types of incentives should the firm offer to encourage customers to use a specific channel?

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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction." University of Sydney. Australian Graduate School of Management, 2003. http://hdl.handle.net/2123/580.

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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This mean

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Harper, Dean 1967. "Logistics and inventory management for supporting the customer service function." Thesis, Massachusetts Institute of Technology, 1998. http://hdl.handle.net/1721.1/9983.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, Thesis (M.S.)--Massachusetts Institute of Technology, Dept. of Materials Science and Engineering, 1998.<br>Includes bibliographical references (p. 93-94).<br>by Dean Harper.<br>M.S.<br>M.B.A.

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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction." Thesis, The University of Sydney, 2002. http://hdl.handle.net/2123/580.

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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This mean

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Schoen, Andre. "Service delivery management a process for proactively ensuring customer satisfaction /." Connect to full text, 2002. http://hdl.handle.net/2123/580.

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Thesis (Ph. D.)--University of Sydney, 2002.<br>Title from title screen (viewed Apr. 24, 2008). Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Australian Graduate School of Management. Includes bibliography. Also available in print form.

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Schöfer, Klaus [Verfasser]. "Customer Evaluations of Service Failure and Recovery Encounters / Klaus Schöfer." Hamburg : Diplom.de, 2003. http://d-nb.info/1117600645/34.

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Schmidt, Maxie. "Zufriedenheitsorientierte Steuerung des Customer Care Management von Customer Care Partnern mittels Zufriedenheits-Service Level Standards /." Wiesbaden : Dt. Univ.-Verl, 2008. http://dx.doi.org/10.1007/978-3-8349-9641-1.

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Schmidt, Maxie. "Zufriedenheitsorientierte Steuerung des customer care : Management von Customer-care-Partnern mittels Zufriedenheits-Service Level Standards /." Wiesbaden : Dt. Univ.-Verl, 2007. http://d-nb.info/98546691X/04.

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Skelton, Orlando. "Exploring Knowledge Management Practices in Service-Based Small Business Enterprises." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/272.

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Small business enterprises (SBEs) are significant contributors to business growth and employment in the United States, but despite governmental support, the failure rate of SBEs is high. Some small business leaders lack the critical management skills to detect or discover when underperformance in revenue-generation is due to gaps in organizational knowledge or business practices associated with managing knowledge assets. Guided by the knowledge-based view of the firm, the purpose of this multiple case study was to address that gap by exploring the skills needed by leaders to understand how def

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Terry, Siera Santos. "Sales to Service: How businesses can incorporate service attributes to drive customer retention." Kent State University / OhioLINK, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=kent1586985932615731.

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Sun, Chi Wan. "Measuring customer service quality in Macau's mobile phone industry." Thesis, University of Macau, 2007. http://umaclib3.umac.mo/record=b1677147.

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Pienaar, Wiloma. "Guidelines for transforming a service organisation to a customer relationship management enterprise." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/53444.

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Thesis (MBA)--Stellenbosch University, 2003.<br>ENGLISH ABSTRACT: Customer Relationship Management (CRM) has been referred to as the new "mantra" of marketing management (Winer, 2001: 89), however CRM is a business strategy that calls for the establishment, development, maintenance and optimisation of long-term profitable and mutually beneficial relationships between organisations and their customers. It is a journey of strategic, structural, process, organisational and technological change through which an organisation can manage its enterprise better around customer behaviour. CRM as

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Schmidt, Danilo Marcello [Verfasser]. "Increasing Customer Acceptance in Planning Product-Service Systems / Danilo Marcello Schmidt." München : Verlag Dr. Hut, 2017. http://d-nb.info/1140978349/34.

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Komanyane, Kelebogile. "Knowledge management practices in the public sector in Botswana." Thesis, University of the Western Cape, 2010. http://etd.uwc.ac.za/index.php?module=etd&action=viewtitle&id=gen8Srv25Nme4_6177_1322810593.

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The study investigates knowledge management (KM) practices in the public sector in Botswana. The underlying premise is that good KM leads to efficiency and effectiveness. The study assesses the KM practices in the government departments by means of a questionnaire survey of senior managers. The assumption is that the corporate manager/directors will know what knowledge is there, how knowledge is created, shared and flow in the organization. The main question of this study is whether the Botswana public sector is practicing KM. The study explores the problem and questions by means of a question

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Hsu, Mindy H. (Mindy Hsin-Min). "Improving customer service level through centralized supply flexibility." Thesis, Massachusetts Institute of Technology, 2006. http://hdl.handle.net/1721.1/37127.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Engineering Systems Division; in conjunction with the Leaders for Manufacturing Program at MIT, 2006.<br>Includes bibliographical references (leaf 70).<br>This thesis explores a combined application of Supply Chain Management theory for centralized and decentralized distribution systems and Customer Relationship Management techniques in data mining to solve the challenges of supply allocations to individual customer entities at Intel Corporation. The relativel

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Xaluva, Bongiwe Lumka. "Improving customer retention at a selected medical fund through internal service quality and customer relationship management." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1008118.

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In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of improving customer defections, thus looking at strategically retaining the existing customer base. Customer retention to all intents and purposes reflects the core of any service offering organisation and drives the competitiveness and viability of the business. Customer retention is a concern for all sector organisations including the medical aid schemes industry. It has been proven that retaining customers is les

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Cheng, Chu-Yin, and 鄭筑尹. "The Relationships between Human Resource Management Practices, Service Quality, and Customer Outcomes in the Service Organizations." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/78758635467574776970.

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碩士<br>國立成功大學<br>國際企業研究所碩博士班<br>93<br>The impact of human resource management practices of service organizations on customer perceived service quality, customer satisfaction and loyalty is the focus of this study. Meanwhile, we also try to examine the potential effects coming from service climate and service- oriented citizenship behavior on those relationships. 　Research data were collected from employees and customers of Taiwanese service organizations through questionnaire. We ask the employees of 500 companies listed in Common Wealth survey of Taiwan 2004 to provide necessary information .

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Chu, I.-Wen, and 邾亦文. "Using Customer Relationship Management Practice to Provide Knowledge Service and Build Customer Loyalty." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/37452221613698887488.

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碩士<br>國立清華大學<br>工業工程與工程管理學系<br>94<br>Customers are the most important source of profits. Today, the customer demand is varied, and to gain customer loyalty is one of the important objectives for most companies. This paper investigates the key influence factors on customer loyalty, specific focus is how to use customer relationship management to provide knowledge service and to build customer loyalty. For the past several years, the structure of industry in Taiwan has shifted from labor intensive to knowledge intensive. Therefore, this paper selected the semiconductor industry and business soft

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