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Relevant bibliographies by topics / Customer Service Providers

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Journal articles
Dissertations / Theses
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Academic literature on the topic 'Customer Service Providers'

Author: Grafiati

Published: 5 June 2025

Last updated: 2 August 2025

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Journal articles on the topic "Customer Service Providers"

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Palsule-Desai, Omkar, Vikrant Vaze, Gang Li, and Srinagesh Gavirneni. "Service Delivery Strategies for Alleviating Pandemic Suffering While Maintaining Profitability." Service Science 13, no. 4 (2021): 205–26. http://dx.doi.org/10.1287/serv.2021.0278.

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The postpandemic world requires a renewed focus from service providers on ensuring that all customer segments receive the essential services (food, healthcare, housing, education, etc.) that they need. Philanthropic service providers are unable to cope with the increased demand caused by the social, economic, and operational challenges induced by the pandemic. For-profit service providers offering no-pay services to customers, allowing them to self-select a service option, is becoming a popular strategy in various settings. Obtaining insights into how to efficiently balance societal and financ

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Wongkitrungrueng, Apiradee, Krittinee Nuttavuthisit, Teodora Szabo-Douat, and Sankar Sen. "Customer deference to service providers in ordinary service encounters." Journal of Service Theory and Practice 29, no. 2 (2019): 189–212. http://dx.doi.org/10.1108/jstp-02-2018-0031.

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Purpose The purpose of this paper is to explore the nature of customer deference to service providers in service encounters, and articulate its chief antecedents, experiences and consequences. Design/methodology/approach Data were collected in Thailand, using critical incident technique. A total of 253 subjects share their experiences of being “deferential” (i.e. “kreng-jai” in Thailand) during everyday service encounters. Findings The findings indicate that in cultures in which the cultural norm (i.e. kreng-jai) is to be considerate of others, customers often become deferential of the service

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Heinonen, Kristina. "Multiple perspectives on customer relationships." International Journal of Bank Marketing 32, no. 6 (2014): 450–56. http://dx.doi.org/10.1108/ijbm-06-2014-0086.

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Purpose – The purpose of this paper is to describe and conceptualize customer relationships in the financial service sector, focussing on three aspects of customer-bank relationships: the financial service provider perspective, the customer-provider dyad, and the customer context. Design/methodology/approach – Through a short review of the eight papers included in this special issue, this paper illustrates different aspects of customer relationships. It explores customer value formation in the context of banking services, the dynamics and strength of customer relationships, and strategies for

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Amorim, Marlene, Maria João Rosa, and Sandra Santos. "Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services." Organizacija 47, no. 3 (2014): 166–75. http://dx.doi.org/10.2478/orga-2014-0015.

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AbstractBackground and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very d

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Mende, Martin, Maura L. Scott, and Lisa E. Bolton. "All That Glitters Is Not Gold." Journal of Service Research 21, no. 4 (2018): 405–20. http://dx.doi.org/10.1177/1094670518770038.

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A service provider’s conspicuous consumption can undermine customer attitudes and behavioral intentions toward the provider—a so-called penalty effect of conspicuous consumption. Four studies investigate customer and contextual factors that moderate this penalty effect. The results show that customers low in materialism penalize service providers who consume conspicuously (e.g., decreased patronage intentions). In addition, as another facet of the penalty effect, a service provider’s conspicuous consumption undermines customer cost-benefit assessments (decreased perceived value and price fairn

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Ansari, Mohd Saad Umair. "Automobile Online Service Portal." International Journal for Research in Applied Science and Engineering Technology 9, no. VI (2021): 719–24. http://dx.doi.org/10.22214/ijraset.2021.36438.

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In Today’s era where almost everything has moved their services online. Delivery of Groceries, Food, Electronics, and even Furniture have adopted smart ways to provide services. The approach is to provide a portal that will help in the reduction of manual tasks as much as possible. The goal is to bring service providers and customers on one platform. This Portal if modified, can also be used by other service providers that work based on appointment. Dealers can list their features along with their prices. For better interaction with customers, Portal also provides Customer Feedback and Custome

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Kondasani, Rama Koteswara Rao, and Rajeev Kumar Panda. "Customer perceived service quality, satisfaction and loyalty in Indian private healthcare." International Journal of Health Care Quality Assurance 28, no. 5 (2015): 452–67. http://dx.doi.org/10.1108/ijhcqa-01-2015-0008.

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Purpose – The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. Design/methodology/approach – In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Finding – Results indicate that the service seeker-service provider relationship, quality of facilities and the

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Suzuki, Masahiko, and Michitaka Kosaka. "A Proposition of a New Service Value Evaluation Model based on the SLA Concept for Social Infrastructure Service." International Journal of Knowledge and Systems Science 9, no. 4 (2018): 66–85. http://dx.doi.org/10.4018/ijkss.2018100104.

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This article proposes a new service value evaluation model for social infrastructure services. Existing service concepts or models are designed based on direct interaction between providers and customers. The service provider provides customized service to grow each customer's satisfaction. In contrast, social infrastructure service have few direct interactions between providers and customers. In addition, the provider cannot provide customized service to each customer. Because the social infrastructure service has different characteristics, this article proposes a new service concept “SISLA (

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Abdullah, Nabaz Nawzad, M. Prabhu, and Masayu Binti Othman. "Analysing driving factors of customer satisfaction among telecommunication service providers in Kurdistan region." International Journal of Engineering Business Management 14 (January 2022): 184797902211114. http://dx.doi.org/10.1177/18479790221111436.

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Due to unprecedented innovation in information and communication technology, customers interact more with telecommunication service providers. Customer satisfaction is the extent of customer psychological sense and expectation towards a particular product or service. Satisfaction is a core to business success where corporates strive to fulfil them in the competitive market, where customers have more options. The lack of understanding of customer expectations created a gap between telecommunication companies operating in Kurdistan Region and subscribers. The current study intends to understand

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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 600–602. https://doi.org/10.5281/zenodo.7748517.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th

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Dissertations / Theses on the topic "Customer Service Providers"

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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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Qasim, Muhammad, and Mohammad Asadullah. "The Role of Customer Support Service in Relationship Strengthening : A Case of Swedish Broadband Internet Service Providers." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-13637.

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Granat, Mattias, and Camilla Nilsson. "LSPs employees’ perception of customer service : How it influences the brand." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Centre of Logistics and Supply Chain Management, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-24169.

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Purpose - The purpose of this research is to analyse how employees’ perception of customer service is linked to the brand. The aim is to analyse the connections between brand and the employees’ perceptions and develop managerial implications based on those findings. Problem – Davis et al. (2008) brought the attention of the influence employees have in increasing or decreasing the firms’ brand. Connecting the employees work role in customer service to see how these influence the brand in reality at LSPs. Method – A deductive mixed method was applied throughout this research and used in the fo

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Evans, Joel M. "SERVING THE CUSTOMERS, THE ORGANIZATION, OR BOTH? EXPLORING SERVICE PROVIDERS' IDENTIFICATION WITH CUSTOMERS IN THE CONTEXT OF AN ORGANIZATION'S CUSTOMER-DIRECTED FAIRNESS." Diss., The University of Arizona, 2009. http://hdl.handle.net/10150/195741.

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This dissertation investigates how customer service providers identify psychologically with their customers, as well as how this identification is influenced by an organization's treatment of customers, and how customer identification ultimately affects service performance. Based on predictions made from relational models of fairness and social identity theory, I hypothesize that an employee's perceptions of organizational fairness antecede identity cognitions related to the organization and its customers, and that these identity variables then influence service behaviors. These predictions

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Ojo, Victor Olanrewaju. "Customer satisfaction : a framework for assessing the service quality of urban water service providers in Abuja, Nigeria." Thesis, Loughborough University, 2011. https://dspace.lboro.ac.uk/2134/9133.

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In recent years, the usual measure of service quality through recorded complaint alone in natural monopolies such as urban water service provision is regarded by literature as inadequate. The aim of this study is to develop and test a model customer satisfaction framework for assessing the performance of public water . t utilities in Nigeria; in terms of service quality from the customers' point of view, and ! identify priority areas for improvement. I A two phased qualitative/quantitative approach was adopted for data collection. Qualitative methods involved observation of complaint handling

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Yang, Weilai. "Pricing Network Resources for Differentiated Service Networks." Diss., Georgia Institute of Technology, 2004. http://hdl.handle.net/1853/5227.

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We developed a price-based resource allocation scheme for Differentiated Service (DiffServ) data networks. The DiffServ framework was proposed to provide multiple QoS classes over IP networks. Since the provider supports multiple service classes, we need a differentiated pricing scheme, as supposed to the flat-rate scheme employed by the Internet service providers of today. Charging efficiently is a big issue. The utility of a client correlates to the amount of bandwidth allocated. One difficulty we face is that determining the appropriate amount of bandwidth to provision and allocate is probl

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Mussa, Emmanuel M. Mwanakatwe Joachim N. "CUSTOMER RELATIONS INFLUENCE AND IT’S RELATIONSHIP WITH CORE COMPETENCE : A CASE OF MOBILE COMMUNICATION SERVICE PROVIDERS." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-4103.

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Purpose: The purpose of this thesis is to study and show how a customer relation through its strategic key elements is related to Core competence. Design and Methodology: This is a case study approach involving multiple cases for mobile telecommunication service providers from two countries namely, Tanzania and Zambia employing a qualitative research design. Literature review and theoretical framework resulted into a proposal of a theoretical model of relationship between Customer relations and Core competence. Open ended questions were designed so as to gain as much information as possible fr

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Liang, Ke Jiang. "Perspectives on needs and satisfaction with lubrication engineering service : views of providers and customers." Thesis, University of Macau, 2001. http://umaclib3.umac.mo/record=b1636663.

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KrugerKruger, Liezl-Marié Liezl-Marié. "The influence of relationship intention on satisfaction, loyalty and retention following service recovery in the cellular industry / Liezl-Marié Kruger." Thesis, North-West University, 2014. http://hdl.handle.net/10394/11488.

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It is common practice for service providers, such as cell phone network providers, to utilise relationship marketing strategies in an effort to retain their customers and thereby to increase profitability. Customers with relationship intentions are willing to respond to such efforts while other customers will refrain. Service failures negatively impact relationship marketing efforts and thus complicate service providers’ relationship-building efforts. Therefore, service providers endeavour to restore customers’ post-recovery satisfaction and loyalty through service recovery efforts to retain t

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Al-Shirawi, Abdulmonem. "Measuring the level of market orientation among financial services providers in a resource-based economy : organizational and customer perspectives." Thesis, Brunel University, 2013. http://bura.brunel.ac.uk/handle/2438/7263.

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Following the pioneering work of Kohli and Jaworski, Narver and Slater, and other academic researchers during the 1990s, the concept of ‘market orientation’ has evolved as an important area of study within the marketing discipline. This work has initiated a large number of empirical studies that have been undertaken during the last two decades. Despite its importance and the attention that this concept has received during the last two decades, most of these studies have conceptualized market orientation and measured its levels within only the Western contexts where it has been developed. Altho

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Books on the topic "Customer Service Providers"

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Frey, Kelly L. Application service provider and software as a service agreements line by line: A detailed look at ASP and SaaS agreements and how to change them to meet your needs. Aspatore Books, 2007.

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Dempsey, Carl. Internal marketing: A comparasion of the approaches, implementations, and successes of internalmarketing between high and low quality service providers. University College Dublin, 1995.

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United States. Forest Service. Intermountain Region, ed. Organizing to provide quality customer service. U.S. Dept. of Agriculture, Forest Service, Intermountain Region, 1993.

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Paluch, Stefanie. Remote Service Technology Perception and its Impact on Customer-Provider Relationships. Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-6936-1.

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Pattenden, Jade. Do low inventory levels provide high levels of customer service?. LCP, 2000.

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Gutek, Barbara A. The dynamics of service: Reflections on the changing nature of customer/provider interactions. Jossey-Bass, 1995.

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1956-, Smith Mark, ed. Training library staff and volunteers to provide extraordinary customer services. Facet, 2006.

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Jukova, Evgeniya. Marketing of services. INFRA-M Academic Publishing LLC., 2024. http://dx.doi.org/10.12737/2125940.

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The textbook provides an idea of the service sector in a market economy, marketing research of the service market. The issues of pricing, positioning and branding of services are considered. Special attention is paid to the problems of promoting services, building relationships and consumer loyalty in the service sector. Using specific examples, surveys on the formation of long-term relationships with customers and increasing their satisfaction are revealed. All the necessary materials are included that will allow you to successfully apply marketing tools in the service sector. Meets the requi

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Equality Commission for Northern Ireland. 2004 - improving access to goods and services for disabled customers: A practical guide for small businesses and other small service providers. Equality Commission for Northern Ireland, 2003.

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Maloof, Patricia S. Muslim refugees in the United States: A guide for service providers. Center for Applied Linguistics, 2003.

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Book chapters on the topic "Customer Service Providers"

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Yagil, Dana. "Being Always Right: Customer Behavior Towards Service Providers." In The Service Providers. Palgrave Macmillan UK, 2008. http://dx.doi.org/10.1057/9780230582675_5.

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Mairamhof, Gaby. "Service providers’ behavior in critical service encounter situations." In Handling Customer Disconfirmations. Deutscher Universitätsverlag, 1996. http://dx.doi.org/10.1007/978-3-322-95410-7_3.

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Mairamhof, Gaby. "Potential determinants of service providers’ behavior in critical service encounter situations." In Handling Customer Disconfirmations. Deutscher Universitätsverlag, 1996. http://dx.doi.org/10.1007/978-3-322-95410-7_4.

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Didenko, Anton, Natalia Jevglevskaja, and Ross P. Buckley. "Service providers' perspective: the quest for greater participation." In Customer Data Sharing Frameworks. Routledge, 2024. http://dx.doi.org/10.4324/9781003414216-4.

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Vlachos, Ilias. "Customer Loyalty in International Third-Party Logistics Service Providers." In Marketing at the Confluence between Entertainment and Analytics. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-47331-4_128.

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Braimllari, Alma, and Sauda Nerjaku. "Determinants of Customer Loyalty Toward Internet Service Providers in Albania." In Advances in Quantitative Economic Research. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-98179-2_32.

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Regitz, Dominic, Wolfram Höpken, and Matthias Fuchs. "UGC-Based Factors Influencing Customer Satisfaction Pre and Post COVID-19: The Case of Lake Constance." In Information and Communication Technologies in Tourism 2024. Springer Nature Switzerland, 2024. http://dx.doi.org/10.1007/978-3-031-58839-6_39.

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AbstractUser-generated content (UGC) created and distributed through social media and tourism-related websites provides potential travelers the opportunity to gain first-hand experiences about destination products and services. UGC is also of great value to tourism service providers. Since UGC represents customers’ opinions and experience outcomes, potential problems, but also drivers behind customer delight can be identified. In this regard, also temporal changes regarding customer requirements can be determined. The aim of this paper is to identify how certain topic areas mentioned in UGC af

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Schulze, Karsten. "Competition, Security, and Transparency: Data in Connected Vehicles." In Designing Data Spaces. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-93975-5_31.

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AbstractState-of-the-art cars are increasingly becoming computers on wheels, constantly collecting, storing, and transmitting data. This goes hand in hand with better market opportunities for certain service providers with access to the data.There is still no clear legal regulation on who the customer can share their data with—and in what way—nor how transparency and security can be guaranteed for such data in the process. Without legal regulation of data access, there will be no way to ensure a level playing field among providers and freedom of choice for consumers in the future.Three basic p

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Assemi, Behrang. "The Role of Customer Retention in Business Outcomes of Online Service Providers." In Lecture Notes in Business Information Processing. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-19037-8_6.

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Gurpreet, Singh Matharou, Simran Kaur, and Pramod Gupta. "Analysis of Marketing Strategy & Customer Satisfaction Over Select Mobile Service Providers." In Emerging Trends and Innovations in Industries of the Developing World. CRC Press, 2023. http://dx.doi.org/10.1201/9781003457602-18.

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Conference papers on the topic "Customer Service Providers"

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Brown, Donald J. "Implementing a Successful Results-Driven Quality Improvement Process." In CORROSION 1993. NACE International, 1993. https://doi.org/10.5006/c1993-93153.

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The purpose of a quality improvement process in an organization is to develop and maintain loyal customers through service and product excellence as defined by the customer, to stay in business profitably and to provide jobs… NOW!

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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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Ikhsan, Ridho Bramulya, Ghibrando Mohammed, Indah Putriana, Teguh Sriwidadi, Aries, and Johannes Widjaja Wahono. "Customer Loyalty Based On Internet Service Providers-Service Quality." In 2022 6th International Conference on Informatics and Computational Sciences (ICICoS). IEEE, 2022. http://dx.doi.org/10.1109/icicos56336.2022.9930615.

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Nobilo, Ivana. "CUSTOMER SERVICE SATISFACTION AND CULTURAL DIFFERENCES IN CUSTOMER SERVICE EXPECTATIONS IN SWITZERLAND." In European realities - Power : 5th International Scientific Conference. Academy of Arts and Culture in Osijek, J. J. Strossmayer University of Osijek, 2023. http://dx.doi.org/10.59014/yyng9427.

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Customer satisfaction is a key driver of revenue. This paper investigates possible differences in customer service satisfaction and expectations between Swiss citizens and expatriates. The measurement of customer satisfaction and expectations is based on quantitative research in form of an online survey, where customers were asked to express opinions on statements via satisfaction scales, mapping various interactions with service providers in hospitality, finance, retail industry and analysis. The aim of the paper is to collect the said data as well as to analyze traditional customer satisfact

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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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Hori, Kenji, Kiyohito Yoshihara, and Hiroki Horiuchi. "Customer Equipment Configuration Manager for Managed Network Service Providers." In 2007 10th IFIP/IEEE International Symposium on Integrated Network Management. IEEE, 2007. http://dx.doi.org/10.1109/inm.2007.374816.

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Das, Amit, Christina Wai Lin Soh, and Patrick Chang Boon Lee. "A model of customer satisfaction with information technology service providers." In the 1999 ACM SIGCPR conference. ACM Press, 1999. http://dx.doi.org/10.1145/299513.299665.

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Aagaard Glud, Jeppe, Kevin Helge Hansen-Schwartz, and Raffaele Fabio Ciriello. "Exploring Customer Influence on the Agile Transformation of Service Providers." In 2019 IEEE/ACM 41st International Conference on Software Engineering: Companion Proceedings (ICSE-Companion). IEEE, 2019. http://dx.doi.org/10.1109/icse-companion.2019.00124.

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Ravindran, Kaliappa, Arun Adiththan, and Michael Iannelli. "Benchmarks to compare cloud service providers for seamless customer migration." In 2016 8th International Conference on Communication Systems and Networks (COMSNETS). IEEE, 2016. http://dx.doi.org/10.1109/comsnets.2016.7439957.

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Kurita, Yusuke, Koji Kimita, Kentaro Watanabe, and Yoshiki Shimomura. "Service Failure Effects Analysis Based on Customer Perspective." In ASME 2013 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2013. http://dx.doi.org/10.1115/detc2013-13663.

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Recently, service has been recognized as an effective means to enhance customer satisfaction. The importance of service is widely accepted. Based on this background, the authors of this paper have conducted conceptual research on service design from the engineering perspective. This research series is called “Service Engineering.” In order to achieve a successful service, service providers should maintain service quality and always satisfy their customers. To be specific, the provision of highly reliable service is essential for service providers to survive in their target market. To realize h

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Reports on the topic "Customer Service Providers"

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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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Arniella, Elio F. Evaluation of Smart Water Infrastructure Technologies (SWIT). Inter-American Development Bank, 2017. http://dx.doi.org/10.18235/0006353.

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The objective of this document is to present an assessment of the current situation in the application of Smart Water Infrastructure Technologies (SWIT) and to provide a summary of potential key recommendations for the integration of such technologies by water service providers in the Latin American and Caribbean region. Smart Water Infrastructure Technologies (SWIT) have the potential to contribute considerably to improved service delivery and efficiency. Those technologies include:Smart Metering (AMR/AMI), District Metered Areas (DMAs), Pressure Management, Active Leak Detection, Management

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Marshak, David. Tightlink Provides Contextual Collaboration for Customer Service. Patricia Seybold Group, 2002. http://dx.doi.org/10.1571/pr3-29-02cc.

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Ferdous, Zannatul, and Wahid bin Ahsan. Customer Experiences with E-commerce Returns in Bangladesh: Effects on Satisfaction, Trust, and Loyalty. Userhub, 2024. http://dx.doi.org/10.58947/journal.nfqj67.

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The rapid expansion of e-commerce in Bangladesh has revolutionized consumer behavior, providing convenience while creating challenges in managing product returns. This study examines customer experiences and perceptions of e-commerce returns in Bangladesh, focusing on critical factors like product discrepancies, refund processing delays, return policy transparency, and customer service issues. Using a mixed-methods approach, data was collected from 151 survey respondents and 18 interviews with customers, e-commerce employees, and logistics personnel. The findings reveal that product misreprese

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Gruodis, Alytis, Violeta Jadzgevičienė, Aleksandr Igumenov, Joana Lapkovskaja, and Jonas Žaptorius. INO-PAY Information System Using E-Pay and E-Banking Realizations. Case Study. Vilnius Business College, 2024. https://doi.org/10.57005/ab.2024.2.7.

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The innovative FinTech platform INO-PAY was described in terms of construction, functionality, flexibility, expandability, and security assurance framework. Current solutions of E-banking and E-pay systems are presented to compare the marked requirements, needs of customers, and technical issues. User - customer receives complete information about the transaction, including transaction parameters, transaction accompanying documents (contract, invoice, protocols, receipts, etc.) in real-time, which has not been provided on any electronic payment platforms. The created product ensures the conven

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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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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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van der Steina, Aija, Agita Lūse, Liene Rācene, Nadežda Pazuhina, and Diāna Popova. Mindful Tourism Services for People with Mental Impairment. Situation Scan: Latvia, 2021. Institute of Philosophy and Sociology of the University of Latvia, 2021. http://dx.doi.org/10.22364/mtspmi.2021.

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The report is part of the EU Erasmus + funded project “Mindful tourism services for mentally disordered people” (MindTour). The project aims to promote and support tourism entrepreneurs to value mentally disordered clients and their families as persons and customers and help them design mindful tourism services accessible for mentally disordered people. The project is implemented in cooperation with Estonian, Belgian and Latvian higher education institutions – University of Tartu, Pärnu College (Estonia), Thomas More Mechelen-Antwerpen (Belgium), University of Latvia (Latvia), as well as leisu

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Sarni, Will, Jared Sheehan, and Taylor Cox. The Digital Journey of Water and Sanitation Utilities in the Caribbean: Current State and Opportunities. Inter-American Development Bank, 2023. http://dx.doi.org/10.18235/0005323.

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Digital transformation in water utilities can provide numerous benefits for the utilities themselves and the customers they serve. There are many factors that impact an organizations ability to implement digital strategies, such as access to infrastructure and capital, cultural expectations, awareness of new and innovative technologies, and technical skills. The research identified two pressing challenges: access to financial capital and access to skilled labor. It also revealed opportunities to focus on improving sensing systems for water assets, the speed of internal information communicatio

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Alonso-Robisco, Andrés, José Manuel Carbó, Pedro Jesús Cuadros-Solas, and Jara Quintanero. The effects of open banking on fintech providers: evidence using microdata from Spain. Banco de España, 2025. https://doi.org/10.53479/39138.

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Open banking initiatives, which aim to increase competition and innovation in the financial sector by enabling the customer-authorised sharing of financial data among banks, regulated third-party providers and other financial stakeholders, are becoming widespread around the world. This paper investigates the impact of open banking on the development of the fintech sector, focusing particularly on payment-related financial services. We utilise the implementation of the Second Payment Services Directive (PSD2) in Europe as a natural experiment and employ a difference-in-differences methodology t

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