Relevant bibliographies by topics / Customer services

Contents

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

Academic literature on the topic 'Customer services'

Author: Grafiati
Published: 4 June 2021
Last updated: 9 June 2025

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Journal articles on the topic "Customer services"

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

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This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. This exploratory study examines only one bank in specific region in Saudi Arabia, implying a need for additional research applying this combined model and other methods to investigate banking segment. The noticeable spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with customers. Banks are considered as intermediates on financial markets. Therefore, improved and customized service quality could make customers inclined to invest their resources in ways that promote economic growth. In addition to traditional measurement models, the SERVQUAL may contribute to service quality assessment in private banking.
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Sharma, Nikhil, Himanshi, Manish Singh, and Manjula Shanbhog. "Bank Services Analysis." BOHR International Journal of Finance and Market Research 1, no. 1 (2020): 21–23. http://dx.doi.org/10.54646/bijfmr.004.

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Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
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Sharma, Nikhil, and Himan shi. "Bank Services Analysis." BOHR International Journal of Finance and Market Research 1, no. 1 (2022): 19–22. http://dx.doi.org/10.54646/bijfmr.2022.04.

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Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. Understanding consumer satisfactionwith service quality has gotten increasingly difficult. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, thegoal of this research study is to report on the findings of selected banking services used by customers in India.
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Dyczkowska, Joanna Alicja. "The Active Customer in Logistics Services." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 4 (December 31, 2019): 43. http://dx.doi.org/10.17951/h.2019.53.4.43-52.

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<p>This article describes the notion of “customer activity” in logistics services as an interaction with providers. We reviewed concepts of customer activity in services offered by logistics service providers (LSPs) in the food sector. We then analysed customer activity in transport, storage and management of services. We used a direct diagnostic survey for comparative analysis of groups of customers. The roles of LSPs in the supply chain and within the framework of cooperation in the business-to-business market are presented. Basic customer activities were examined by studying the supply chain, within which LSPs adapted their processes to the activities of their customers. The research results present the degree of customer activity in supply chains.</p><p><strong>Theoretical background:</strong> Customer activity in logistics services is mainly understood as part of interaction with providers. This study goes beyond this view by focusing on the independent activity of the customer in solutions related to transport, storage and the management of logistics services.</p><p><strong>Purpose of the article:</strong> The purpose of the article was to review concepts of customer activity in services offered by LSPs in food-sector supply chains; customer activity was characterised and applied in exploratory research.</p><p><strong>Research methods:</strong> A literature review, comparison of groups of customers, and a direct diagnostic survey method were all used.</p><p><strong>Main findings:</strong> The perspective of customer activity predominating among customers allows LSPs to pursue different activities on behalf of different groups of customers. This article contributes to research on logistics services while focusing on the concept of customer activity.</p>
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D, Suganthi. "Innovative services provided by airtel." Journal of Management and Science 1, no. 1 (June 30, 2013): 144–52. http://dx.doi.org/10.26524/jms.2013.20.

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Business to consumer marketing it is "the process by which companies create value for customers and build strong customer relationships, in order to capture value from customers in return". For business to business marketing it is creating value, solutions, and relationships either short term or long term with a company or brand. Marketing is used to identify the customer, satisfy the customer, and keep the customer. The adoption of marketing strategies requires businesses to shift their focus from production to the perceived needs and wants of their customers as the means of staying profitable. This study was focusing towards the ―New Innovation of Airtel and its success in the Market‖. The researcher would like to conclude the study by re-emphasizing for the proper service to the customer after the sales is been made, and even the cost of the internet is also not reasonable.
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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (July 14, 2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression analysis. Test result show that components of integrated management services at the same cost savings affect customer satisfaction. Components of intergrated management service consisting of processes, productivity and quaility, promotion and education, physical evidence as well as pricing and other service costs a significant partial effect on customer satisfaction while saving variable products, places and other times, people do not have a significant partial savings in customer satisfaction. Components of physical evidence is the dominant factor affecting customer satisfaction savingsKeyword : Integrated Service Management Component, Customer Satisfaction
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Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (October 2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.

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Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome of e-healthcare service (‘What'), 2) The process of e-healthcare service (‘How'), 3) The responsiveness and temporal aspect of e-healthcare service (‘When'), and, 4) The location of e-healthcare service provision (‘Where'). The value dimensions reflect customer expectations that service providers can fulfill for improved customer value creation. To the best of the authors' knowledge, this study is one of the first researches to investigate customer value dimensions in e-healthcare services in Finland.
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B, Abdul Suban. "Effect of E-Banking Services on Customer Value and Customer Loyalty." Shanlax International Journal of Commerce, 6, S1 (August 12, 2018): 34–40. https://doi.org/10.5281/zenodo.2532933.

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In Percent years, the Electronic Banking Services have formed to give the impression is widely as an electronic channel of conducting financial transactions to the customers. In the Tiruchirappalli commercial banks carry on to offer most of their banking transactions usingelectronically. The E - Banking services are theinternettransactions, and transferring electronic funds, whereby customers produce services forthemselves without assistance from banker.The objective of this study is to investigate the effect of electronicbanking services on Customer value and Customer loyalty in Tiruchirappalli commercial banks. Were this banks are chosen and questionnairesdistributed on banks customers those using e-banking services,operationalquestionnaires were analyzed; the results exposed that e-banking services have apositive effect on customer value and customer loyalty. In addition the researchalso indicated that there is an secondary effect of E-Banking Services on Customer Loyaltythrough Customer Value as mediator.
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Mandal, Pratap Chandra. "Services and Their New Realities." International Journal of Service Science, Management, Engineering, and Technology 12, no. 5 (September 2021): 1–13. http://dx.doi.org/10.4018/ijssmet.2021090101.

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Companies providing services operate in a dynamic business environments. They require understanding and appreciating the new service realities. They should devise and implement appropriate strategies to sustain the competition. The objective of the study is to analyze the strategies. New service realities include shifting customer relationships, customer empowerment, and customer co-creation. The study aims at a conceptual analysis of the literature. Service companies require satisfying both customers and employees to remain competitive. Companies should aim to prevent service failures from occurring, rectify service failures once they have occurred to the satisfaction of customers, involve employees at each stage, and ensure that employee enthusiasm and motivation are high. Findings of the study suggest that proper understanding of the new service realities will allow companies to develop strategies, implement the strategies, and execute the strategies effectively. All such initiatives provide a direction for service companies to excel, delight their customers, and build long-term customer relationships.
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Hayat, Kumala, and Rahmat Daim Harahap. "Evaluation of Teller Services to Customers and Analysing Customer Satisfaction with Teller Services at BSI KCP Lauser." Muhasabatuna : Jurnal Akuntansi Syariah 6, no. 2 (December 30, 2024): 219–28. https://doi.org/10.54471/muhasabatuna.v6i2.2958.

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This study discusses the effect of service quality on customer satisfaction in Islamic banks. The purpose of this writing is to know what is customer satisfaction and service quality how to measure service quality, and what are the factors that cause customer satisfaction. This writing can also be seen how the relationship between service quality and customer satisfaction. In conducting research the author uses the literature study method, the author gets references from reliable sources. The results showed that all dimensions of service quality have a significant positive effect on customer satisfaction, which means that the better the quality of service ranging from physical evidence, responsive data, reliability, assurance and empathy provided by Islamic banking will be able to increase customer satisfaction and vice versa. Service is not just about providing services to customers, but also understanding customer needs and desires. A good service must start from understanding the needs and desires of customers, providing the right solution, always updating and improving services, listening to customer feedback, and always being balanced with competitive prices and satisfying product quality
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Dissertations / Theses on the topic "Customer services"

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

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Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they followed prior to commencement of the programme. This could have a negative effect on their satisfaction levels. It is, therefore, imperative to ensure that all customers who join a lifestyle management programme are motivated and are able to comply with the directives of the programme to ensure the successful completion thereof.<br>Dissertation (MCom)--University of Pretoria, 2012.<br>Marketing Management<br>MCom<br>Unrestricted
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Ferraz, Sofia Batista. "Customers as fellows: analyzing customer citizenship behavior in services marketing." Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/.

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Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main purpose of this dissertation threefold. First, we offer theoretical contributions to future studies comprising Customer Citizenship Behavior (CCB). Conducting a systematic review with 92 articles, we suggest new avenues of research regarding theoretical and methodological possibilities. Second, we investigate how customers perceive value by engaging in citizenship behaviors towards the company and other customers. Based on 20 interviews, we draw on Holbrook\'s typology of values (1999) and Clary et al. (1998) functional theory to suggest contribution regarding the following dimensions: Efficacy or Quality; Social or Esteem; Play or Peace; and Ethics and Spirituality. Third, considering social exchange and self-completion theory, we propose that by endorsing CSR actions and achieving self-definition goals, customers may inhibit posterior displays of CCB considering that they already obtained satisfaction for helping third parties. Based on 2 experimental studies, we offer support for our proposition with moderation evidence, as well as showing that those participants who perceived a higher entitativity among customers of the companies were more willing to help others in a following situation. Future studies can address the value of CCB by helped customers and employees of the firm. CCB literature is still concentrated on customers who help rather than the ones helped. Other types of citizenship behaviors, such as advocacy, cooperation, and facilitation may comprehend different perceived values and sources of motivation than those explored in this study. Also, regarding our third proposition, studies can evaluate the extent to which those helping behaviors embody self-symbolizing needs and social identifications. Furthermore, the satiation effect of self-completion that we propose in this article happens in a social identity context. Next studies can investigate these effects in other domains, such as self-consistency theory<br>Consumidores podem precisar de opiniões sobre um novo produto, instruções de como ajustar o equipamento na academia ou até mesmo uma instrução de como fazer o auto check-in na máquina da companhia aérea. As possibilidades de consumidores ajudando uns aos outros variam de acordo com os serviços, enfatizando a sua dinâmica e natureza interdependente. São três os principais propósitos dessa tese. Primeiro, oferecemos contribuições teóricas a futuros estudos no campo do Comportamento Cidadão do Consumidor. Por meio da condução de uma revisão sistemática de 92 artigos, sugerimos novo caminhos para pesquisa teórica e possibilidades metodológicas. Segundo, investigamos como consumidores percebem valor mediante o engajamento em comportamentos cidadãos com a empresa e outros consumidores. Baseado em 20 entrevistas, o estudo está ancorado na tipologia de valores de Holbrook (1999) e teoria funcional de Clary et al. (1998) para sugerir contribuições referentes às seguintes dimensões: Eficácia ou Qualidade; Social ou Estima; Diversão ou Paz; e Ética ou Espiritualidade.Terceiro, considerando Teoria da Troca Social e Teoria da Auto-Complementação Simbólica, propõe-se que, ao endossar ações de Responsabilidade Social Corporativa e atingindo objetivos de auto-definição, consumidores podem inibir demonstrações posteriores de CCB, considerando que eles já obtiveram satisfação por ajudar terceiros. Baseado em dois estudos experimentais, oferece-se suporte para a proposição de evidência de moderação, assim como mostra-se que estes participantes perceberam a alta entitatividade entre consumidores das empresas estão mais propensos em ajudar outros em uma situação subsequente. Estudos futuros podem endereçar o valor do CCB relacionado aos consumidores e empregados ajudados. A literatura de CBB ainda é muito concentrada em consumidores que ajudam, ao invés daqueles que são ajudados. Outros tipos de comportamento de cidadania do consumidor, como advocacia, cooperação e facilitação podem compreender diferentes fontes de valor percebidas e fontes de motivação que aquelea comportamentos explorados neste estudo. Ademais, sobre a nossa terceira proposição, estudos podem avaliar a extensão na qual esses comportamentos de ajuda compreendem necessidades de auto-simbolização e identificações sociais. Por fim, o efeito de saciedade da auto-complementação que se propõe nesse artigo acontece em um contexto de identidade social. Estudos futuros podem investigar esse efeito em outros domínios, como a teoria da auto-consistência
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Zubari, Sinem. "Customer Value Of Mobile Services." Master's thesis, METU, 2010. http://etd.lib.metu.edu.tr/upload/12612716/index.pdf.

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Mobile devices are becoming widely common today. As the number of mobile devices continue to grow all around the world, its functionality is extending and mobile technologies are gaining more popularity in every aspect of our life. Today, wide range of mobile services is offered to people. The purpose of our study is examining the customer value of mobile services for individuals or citizens. A value model for mobile services has been proposed with five dimensions: Functional Value, Social Value, Emotional Value, Epistemic Value and Economic Value. The effect on each value dimension on Intention to Use (ITU) is aimed to be determined. A survey instrument for mobile Internet services and short message services (SMS) has been developed to validate the proposed model. After assuring the reliability of instrument with a pilot study, data was collected from 303 people working in information and communication technologies (ICT) sector in Turkey. For analyzing proposed model variance-based structural equation modeling (partial least squares) was used. Before evaluating model, exploratory factor analysis (EFA) was conducted to indentify underlying constructs. Based on EFA results, Functional Value was found to have sub-dimensions namely: Ubiquity Value, Performance Value and Security Value. The measurement model was analyzed using confirmatory factor analysis (CFA). The structural model was analyzed using predictive power. For both mobile Internet and SMS, moderate predictive power has been gathered. Finally, the effect of each value dimension on intention to use (ITU) has been evaluated. Ubiquity Value, Performance Value and Epistemic Value have significant effect on ITU for mobile Internet. On the other hand, Economic Value and Performance Value have significant effect on ITU The indications of this research will be valuable for providing information about customer value of current mobile services.
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Bare, Michael Burnett. "Credit union service organization products and services: Implications, decisions, and strategies." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2930.

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

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

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

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

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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1997.<br>Source: Masters Abstracts International, Volume: 45-06, page: 2934. Abstract precedes thesis as preliminary leaves 2-3. Typescript. Includes bibliographical references (leaves 39-47).
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Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.

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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.
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Lillis, Anne M. "Customer costing responsiveness - an analytical framework." Melbourne, Vic. : University of Melbourne, Dept. of Accounting and Business Information Systems, 2002. http://wff2.ecom.unimelb.edu.au/accwww/research/papers/0202%20ALillis&MAAbernethy.pdf.

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"January 2002" Includes bibliographical references: (p. 31-34). The primary purpose of this study is to develop a framework for identifying the primary drivers of the costs of being customer responsive. The authors' aim is to develop an understanding of the causal drivers of the costs of responsiveness as these costs are considered to be an important input to strategic and tactical decisions. In developing this framework, the paper links the characteristics of responsive manufacturing from the operations management literature with the insights from studies in the accounting literature relating to the drivers of cost. The paper attempts to model the cost impact when a firm responds to ad hoc demands involving the product customization, variation in product mix, or changes to delivery schedules. The costs emerge as a function of the type of responsiveness and the resource capacity management strategy implemented by the firm. The magnitude and dynamics of market demands and firm response, as well as the inherent flexibility of the firm's resources are seen as influencing the magnitude of the costs of responsiveness. disper
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Books on the topic "Customer services"

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Institute for Computer Capacity Management., ed. Managing customer service. Milpitas, CA (P.O. Box 361556, Milpitas 95035): Institute for Computer Capacity Management, 1989.

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

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

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

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United States. Western Area Power Administration. Energy Services. Energy Services customer sourcebook. [Golden, Colo.?]: Western Area Power Administration, 1993.

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National Association of Home Builders (U.S.). Remodelors Council., ed. Customer service. Washington, D.C. (1090 Vermont Ave., NW, Washigton 10005): Home Builders Institute, 1993.

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

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Fickert, Reiner. Customer Costing. Bern: Haupt, 1998.

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

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MacNeill, Debra J. Customer service excellence. Burr Ridge, Ill: Business One Irwin/Mirror Press, 1994.

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Book chapters on the topic "Customer services"

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Ciuffo, Joe. "Customer Services." In Enterprise Cloud Computing for Non-Engineers, 123–34. Boca Raton, FL : CRC Press/Taylor & Francis Group, 2018. | “A CRC title, part of the Taylor & Francis imprint, a member of the Taylor & Francis Group, the academic division of T&F Informa plc.”: Auerbach Publications, 2018. http://dx.doi.org/10.1201/9781351049221-8.

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Englert, Roman, and Thomas Rosendahl. "Customer Self Services." In Handbuch Electronic Business, 317–29. Wiesbaden: Gabler Verlag, 2000. http://dx.doi.org/10.1007/978-3-322-92969-3_13.

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Englert, Roman, and Thomas Rosendahl. "Customer Self Services." In Handbuch Electronic Business, 495–507. Wiesbaden: Gabler Verlag, 2002. http://dx.doi.org/10.1007/978-3-322-96349-9_20.

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Baron, Steve, Kim Harris, and Toni Hilton. "Customer Interactions in Services." In Services Marketing, 69–95. London: Macmillan Education UK, 2009. http://dx.doi.org/10.1007/978-1-137-16396-7_4.

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Ennew, Christine, Nigel Waite, and Róisín Waite. "Customer-relationship management." In Financial Services Marketing, 435–72. 3 Edition. | New York : Routledge, [2018] | Revised edition of Financial services marketing, 2013.: Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-15.

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Baron, Steve, and Kim Harris. "Customer Retention and Relationship Marketing." In Services Marketing, 190–211. London: Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-24174-3_8.

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Baron, Steve, Kim Harris, and Toni Hilton. "Service Quality and Customer Satisfaction." In Services Marketing, 167–89. London: Macmillan Education UK, 2009. http://dx.doi.org/10.1007/978-1-137-16396-7_8.

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Schawalder, Michael, Volker Lenz, and Herbert Röllin. "Customer-Relationship-Management." In Industrielle Services strategisch optimieren, 7–12. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-36453-2_2.

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Gerberich, Claus W. "Smart Services im Customer Service Management." In Smart Services und Internet der Dinge: Geschäftsmodelle, Umsetzung und Best Practices, 123–39. 2nd ed. München: Carl Hanser Verlag GmbH & Co. KG, 2021. http://dx.doi.org/10.3139/9783446471405.007.

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Farquhar, Jillian Dawes, and Arthur Meidan. "The financial services customer." In Marketing Financial Services, 65–95. London: Macmillan Education UK, 2010. http://dx.doi.org/10.1007/978-1-349-92401-1_4.

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Conference papers on the topic "Customer services"

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

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

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

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To solve the current environmental problems, it is necessary to reconsider the current mass production paradigm and create products of higher value, based largely on knowledge and service content, to compensate for volume reduction under the concept of dematerialization. On the basis of this concept, we propose a new engineering discipline to examine services called ‘Service Engineering’. Service Engineering aims to provide services that generate high customer satisfaction. To achieve this, we have developed methods that allow service designers to design and evaluate the design solution from the viewpoint of the customer. However, customers’ criteria for evaluating services are easily affected by the quality of service that they receive. To ensure a successful relationship with customers, it is necessary to take into account changes in the customers’ criteria in the design stage. From the marketing side, on the other hand, several approaches have been utilized to ascertain such changes. This paper applies the methods proposed from the marketing perspective to service elements from the engineering design perspective. Furthermore, we propose a model to express the changes in a customer’s evaluation criteria that are brought about by the quality of service that the customer received. The proposed method is verified through its application to a practical case.
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Maheshwari, Dr B. Geetha. "A STUDY ON SERVICE QUALITY IN SELECTED BANKS BASED ON CUSTOMER EXPERIENCE WITH SPECIAL REFERENCE TO THOOTHUKUDI DISTRICT." In Transforming Knowledge: A Multidisciplinary Research on Integrative Learning Across Disciplines, 525–33. The Bhopal School of Social Sciences, 2025. https://doi.org/10.51767/ic250133.

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The importance of the service industry to economic growth has increased on a global scale. An essential component of commercial activity is the service sector. Unlike in the past, public sector banks now confront two significant challenges in the banking business: first, they must compete with private sector banks; second, they must manage their client base effectively by giving them high-quality service and keeping them as customers. Customer service in banks can be thought of as how a client feels about the services he receives from his bank. Every day, the bankers have to deal with rising consumer demands. As a service-oriented industry, banks' principal responsibility is to acquire, keep, and satisfy clients. Customers' decisions on which bank to use are influenced by the perception of the banks' service quality and brand. Banks are therefore under pressure to design their services to meet client expectations. Marketers must comprehend and gauge how customers feel about the calibre of the services provided. This helps the marketer to comprehend the current state of the service being provided, enabling him to appropriately alter the services being provided to meet the expectations of the customer. The results of this study will be useful in understanding whether the bank meets the customer's expectations in terms of quality service.
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Digmayer, Claas, Nina Rußkamp, and Eva-Maria Jakobs. "The Customer Experience of Energy Services." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003780.

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Climate protection and the limited availability of conventional energy sources have led to efforts to facilitate a transition to renewable sources. This trend also changes the way in which electricity is consumed and distributed: Recently, end-users have taken an increasingly active role in the electrical power system that enables a collective form of energy self-consumption and sharing - so-called ‘energy communities’ [1]. In these communities, energy is generated with solar or wind technologies and distributed between members using local grids and community battery storages.The diffusion of energy communities on a large scale could provide advantages such as increasing customers’ electricity savings, electricity suppliers' sales, and grid operators' revenues due to reduced grid tariffs for inner-community electricity transfer [2]. A barrier to a large-scale rollout is the fact that energy often remains invisible to most citizens and is merely perceived in terms of ‘energy services’ ("[…] functions performed using energy which are means to obtain or facilitate desired end services or states" [3]). This focus on energy services can give rise to a wide range of information needs but also to different attitudes in the evaluation of energy communities from the perspective of potential customers. Therefore, it is necessary to analyze whether companies address such requirements in order to establish a positive customer experience.In this study, the topic is operationalized through three research questions:Communication from the company's point of view: How are energy communities advertised by companies that support customers in implementing them? Information needs from the customer's perspective: What do potential customers want to know about energy communities?The questions are examined in a comparative analysis based on text mining methods. For this purpose, data were collected from two types of sources: Comments from social media addressing energy communities and promotional in which companies communicate energy communities to potential customers. Both data sets were analyzed with regard to the research questions.The results show a mismatch between what customers want to know about energy communities and what companies communicate about such forms of energy production and distribution. In particular, risks perceived by potential customers (such as concerns about the equitable distribution of energy) are hardly addressed. By resolving such mismatches, the diffusion of energy communities could be accelerated. The results are discussed in terms of possible measures to enhance the customer experience.References[1] Iazzolino, G./Sorrentino, N./Menniti, D./Pinnarelli, A./De Carolis, M./ Mendicino, L. (2022). Energy communities and key features emerged from business models review.Energy Policy, 165. https://doi.org/10.1016/j.enpol.2022.112929.[2] Fina, B./Monsberger, C./Auer, H. (2022). A framework to estimate the large-scale impacts of energy community roll-out. Heliyon, 8 (7). https://doi.org/10.1016/j.heliyon.2022.e09905.[3] Fell, M. J. (2017). Energy services: A conceptual review. Energy Research &amp; Social Science, 27, 129–140. https://doi.org/10.1016/j.erss.2017.02.010
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Lihua Wu, Lu Liu, and Jing Li. "Evaluating customer lifetime value for customer recommendation." In Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. IEEE, 2005. http://dx.doi.org/10.1109/icsssm.2005.1499450.

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Bordian, Mihaela. "The influence of factors on customer satisfaction in the selection of logistics service providers." In Simpozion Ştiinţific al Tinerilor Cercetători. Ediţia a 22-a, 219–22. 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 quality. Thus, the results confirm the existence of various perspectives and quality assessment criteria in this field.
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Papadopoulos, Dimitrios, Georgios Karipoglou, Michail Glykas, and Thaleia Dima. "Service Quality in Business Excellence Maturity Assessment." In Ninth International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research, 51–58. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2023. http://dx.doi.org/10.31410/limen.2023.51.

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Service quality is a critical aspect of business excellence maturi­ty assessment. It refers to the level of excellence achieved in delivering prod­ucts or services to customers. Customer satisfaction and loyalty, as well as a company’s overall reputation and success, are significantly influenced by the quality of its services. This research paper focuses on research related to Service Quality in Busi­ness Excellence Maturity Assessment. In a business excellence maturity as­sessment, service quality is typically evaluated through various metrics and indicators. These may include customer satisfaction surveys, feedback from customers and employees, service delivery time, complaint resolution time, and other performance measures. Our research contribution presents a literature review about ensuring that every interaction with customers is of the highest standard. It requires an organization-wide commitment to customer satisfaction, continuous im­provement, and a culture of excellence.
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Vlckova, Vladimira, and Lucie Podskubkova. "CUSTOMER SERVICE QUALITY IN B2B MARKET FROM THE BUYER’S PERSPECTIVE." In Business and Management 2018. VGTU Technika, 2018. http://dx.doi.org/10.3846/bm.2018.40.

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The importance of services for companies is significant and still increasing. Customers expect fulfil-ment of their requirements concerning not only the product, but also the quality of services relating to this product. The core of competitiveness is thus moving from the product itself to the supplier abili-ties created by the entire supply system with a dynamic structure. Therefore, it is necessary to under-stand the specific needs of each single customer concerning services within the entire supply system. On the basis of a comparison of the outcomes of a targeted literature review and an analysis of eval-uation of the service quality by the customers purchasing products of a selected company, the paper identifies the deciding parameters and methods of customer service quality assessment in the B2B market from the buyer’s perspective.
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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 requirements. In this paper, we propose a support method to fulfill customer requirements for a target service by using the functions of another type of service. This method supports the acquisition of new service design solutions on the basis of the similarity with the customer requirements or functions of different services. The proposed method is verified by applying it to an existing service case.
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Reports on the topic "Customer services"

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

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

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

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

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Co-creation in branding and marketing strategy represents a paradigm shift from traditional, company- centric approaches to more interactive, customer-centric models. This concept involves engaging customers as active participants in the creation and enhancement of products, services, and brand experiences. Co-creation fosters deeper customer engagement and loyalty and drives innovation and competitive advantage. The theoretical foundations of co-creation can be traced to service-dominant logic, which emphasizes the role of the customer as a co-creator of value rather than a passive consumer. In branding, co-creation allows consumers to contribute to the brand narrative and identity, as evidenced by successful implementations in companies like LEGO and Coca-Cola. In marketing strategy, it leads to more personalized and effective campaigns by leveraging customer insights to tailor messages and interactions. The benefits of co-creation include enhanced customer engagement, increased innovation, and improved marketing effectiveness. However, challenges such as managing the complexity of customer involvement and maintaining brand coherence must be addressed. This abstract synthesizes the critical aspects of co-creation in branding and marketing, highlighting its transformative potential while acknowledging the need for strategic management to harness its full benefits. Through a comprehensive examination of the literature and real-world examples, this study underscores the significance of co-creation as a driving force for contemporary branding and marketing strategies.
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Shen, Shiyu, Yuhui Zhai, and Yanfeng Ouyang. Planning and Dynamic Management of Autonomous Modular Mobility Services. Illinois Center for Transportation, December 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 be allocated across multiple categories of customers (e.g., passenger and freight cabins), and how should they be matched in real time? How do we enhance system efficiency by dynamic relocation and swap of modular chassis? At the strategic or tactical level, how should the rolling stock resources (modular chassis, passenger and freight cabins) be planned, and where shall chassis swapping sites be located? How could any potential transaction cost for a chassis swap, such as the time required for a modular chassis to be assembled with a customized cabin, affect the optimal strategy and system performance? How can customer priorities (e.g., passenger vs. freight) affect system performance, and how can service providers manage demand by specific pricing scheme or discriminative customer service strategies? We conducted the following research tasks: (i) analytically derived systems of implicit nonlinear equations in the closed form, including a set of differential equations, to analyze the modular autonomous mobility system and to estimate the expected system performance in the steady state; (ii) conducted a series of agent-based simulation experiments to verify the accuracy of the proposed analytical formulas and to demonstrate the effectiveness of the proposed modular chassis services; and (iii) designed policy instruments to enhance transportation system performance.
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Seybold, Patricia. Senior IT Architect for Cross-Channel Customer Experience and Digital Services. Boston, MA: Patricia Seybold Group, August 2011. http://dx.doi.org/10.1571/os10-7-04cc.

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

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

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The characteristic of the forwarding company is given, which is able to provide the client-cargo owner with a reduction in costs in the transport component of the price of goods. The object of the study is: the market of freight forwarding services. The objectives of the research, based on the methods of analysis and synthesis are research and analysis of the current state of the issue of interaction between the customer and the forwarder in the logistics market; determination of requirements for the forwarding company and determination of approaches to solving the problem of reducing the transport costs of the customer-cargo owner.
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Cao, Larry. IV. Chatbot, Knowledge Graphs, and AI Infrastructure. CFA Institute Research Foundation, April 2023. http://dx.doi.org/10.56227/23.1.10.

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Expert contributors discuss AI and big data applications that are being developed for financial services, such as AI-powered intelligent customer service systems; “factories” for data processing, AI, simulation, and visualization; and symbolic AI.
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MELNIKOV, A. R., I. P. MELNIKOVA, and N. V. SHISHKAREVA. ABOUT THE ROLE OF THE FORWARDING COMPANY IN INCREASING THE ECONOMIC EFFICIENCY OF FOREIGN TRADE TRANSACTIONS OF CUSTOMERS (SELLERS AND BUYERS OF GOODS). Science and Innovation Center Publishing House, April 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 the forwarder in the freight forwarding market.
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