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Dissertations / Theses on the topic 'Customer support'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

Björch, Tobias, and Fredrik Strålberg. "Customer Support Process Analysis : Using statistics and modeling to analyze a global customer support process." Thesis, Umeå universitet, Institutionen för matematik och matematisk statistik, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-122136.

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A key challenge for a company with global support is to provide qualitative service to their customers. Management of global support centers has to consider customer requirements, service agreements, budget, resources and more. Therefore, management has a limited room for testing new approaches, especially in global operations. This thesis aims to use statistics, modeling and discrete event simulation to analyze a global support process. Analysis shall provide approximate results to support decision making. Model representation of the global support process uses non-parametric bootstrap, to re

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Hauger, Jarah. "Developing a dealer customer support center strategy." Thesis, Kansas State University, 2014. http://hdl.handle.net/2097/35236.

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Master of Agribusiness<br>Department of Agricultural Economics<br>Vincent R. Amanor-Boadu<br>As the integration of technology and data rises in production agriculture, John Deere dealers in North America are in a constant quest to differentiate themselves and be more than just an equipment provider. Customers with more technologically advanced products are requiring more support from the dealerships. Each dealership has a unique opportunity to provide unprecedented levels of support and each may do it in a slightly different way. This creates a challenge for Deere & Company in providing r

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Diver, Chris. "A customer support tool for scan computers /." Leeds : University of Leeds, School of Computer Studies, 2008. http://www.comp.leeds.ac.uk/fyproj/reports/0708/Diver.pdf.

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Lagerwall, Cecilia. "Advisory support for increased efficiency and customer experience." Thesis, Linköpings universitet, Medie- och Informationsteknik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-148451.

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Juridik är för många svårt att förstå och många tror att det är dyrt att få juridisk rådgivning. Det är inte heller alla som är medvetna om vad lagen säger i olika livssituationer. Exempelvis ärver sambos inte varandra och ett minderårigt barn måste få ut sitt arv i likvida medel. Syftet med det här examensarbetet har varit att skapa ett verktyg som genererar ett juridiskt och personligt dokument baserat på den berördas livssituation. Dokumentet ska innehålla en rekommendation av vilka juridiska avtal kund behöver och varför de behövs. Verktyget har utvecklats för jurister och dokumentationen

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Ali, Muhammad Ghazanfar, and Khalid Hashmi. "Customer-support Service - The Role in Telecom-Customer Relationships : A Qualitative Study of Telecom Sector." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-13502.

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Abstract From the past few years in Sweden telecommunication business has been altered. Earlier when telecom industry was dominant in the market but now it is transformed in to more competitive market with further competitors and provides additional services. In Sweden TeliaSonera is one of the leading and superior telecommunication providers. Currently TeliaSonera is merged among two large companies such as Telia which was one of the outstanding telecommunication companies in all over Sweden and Sonera is the finish counterpart of Telia. TeliaSonera presently facilitate their customers as wel

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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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Zuberi, Sofia. "Effectiveness of an ERP Vendor's Customer Support E-System." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1156.

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In today’s business climate many organizations are implementing ERP systems to connect all their processes into one system thereby hoping to benefit off the resulting efficiencies. ERP Vendors are trying to best cater to the needs of their customers, and this extends into the post-implementation period where customers rely on the Vendor to resolve software and technical errors that inevitably occur. This study looks into a factor with-in this area from the ERP Vendor perspective. Customers have to communicate with their ERP Vendor in the post-implementation period to resolve problems, and this

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Fiati-Kumasenu, Albert. "Extracting Customer Sentiments from Email Support Tickets : A case for email support ticket prioritisation." Thesis, Blekinge Tekniska Högskola, Institutionen för datavetenskap, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-18853.

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Background Daily, companies generate enormous amounts of customer support tickets which are grouped and placed in specialised queues, based on some characteristics, from where they are resolved by the customer support personnel (CSP) on a first-in-first-out basis. Given that these tickets require different levels of urgency, a logical next step to improving the effectiveness of the CSPs is to prioritise the tickets based on business policies. Among the several heuristics that can be used in prioritising tickets is sentiment polarity. Objectives This study investigates how machine learning meth

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Zeidler, Christian. "Mobile support in customer loyalty management : an architectural framework /." Wiesbaden : Gabler, 2009. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=018647384&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.

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Högberg, Tomas. "Self Service Customer Support of Electric Vehicle Charging Stations." Thesis, KTH, Kraft- och värmeteknologi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-277818.

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The aim of this master thesis is to develop a suggested methodology for how to use Mavenoid infrastructure to improve customer support of DEFA EV chargers. Mavenoid is a company that helps other companies automate customer support, especially troubleshooting. This is done with Mavenoid models, interactive selfhelp tools that guide end users without technical knowledge through the troubleshooting process. Mavenoid models provide value both by deflecting cases (the end user solves the problem on their own using the model) and triaging cases (collect relevant information about the problem before

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Zeidler, Christian. "Mobile support in customer loyalty management an architectural framework." Wiesbaden Gabler, 2008. http://d-nb.info/991137221/04.

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Torstensson, Malin, and Emmy Dannehall. "Customer Support Chat : A strategic tool for a company." Thesis, Högskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-35069.

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The purpose of this dissertation is to investigate if a customer support live chat can be used as a strategic tool to increase customer satisfaction and build a stronger relationship. To gather our data, we have chosen to do qualitative interviews with Customer Support Managers at eight different e-commerce companies. By using the model E-Service Quality in the Live Customer Service/Support Chat Success Model (2011) developed by Dr. Ahmed Elmorshidy, we tested if there is a significance between customer satisfaction and the usage of customer support chat. The results we found were in line with

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Nawajesh, Rahat, and Zakir Hossain Muhammed. "Relationship Perspectives on Customer Support Service : Exploring Best Practice for the Telecom Industry." Thesis, Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-11750.

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Abstract The aim of this study is to examine the relationship between customers and the telecommunication service provider regarding customer support service. The authors focus on customers support service as a tool of enhancing relationship between customers and telecommunication service provider and to come up with a “best practice” for the customer-support service in the telecom industry. The research has been conducted with recent relevant literature from academic viewpoint such as the relationship marketing, customer loyalty, customer dominant logic, customer support service and triggerin

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Van, Bennekom Frederick C. "The boundary spanning activities of the customer support organization: hearing and articulating the customer's voice to improve software product quality." Thesis, Boston University, 1994. https://hdl.handle.net/2144/33583.

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Thesis (D.B.A.)--Boston University<br>PLEASE NOTE: Boston University Libraries did not receive an Authorization To Manage form for this thesis or dissertation. It is therefore not openly accessible, though it may be available by request. If you are the author or principal advisor of this work and would like to request open access for it, please contact us at open-help@bu.edu. Thank you.<br>Quality management has become a key competitive factor (Garvin, 1988). Product design quality requires incorporating the wants and needs of the customer base into new product development, and product conform

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Benedetti, Alison A. "Whatever happens, I'll support you: The effects of autonomy support during aggressive customer service interactions." University of Akron / OhioLINK, 2015. http://rave.ohiolink.edu/etdc/view?acc_num=akron1445334732.

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Larsson, Andreas. "Development of a customer support process tool in SharePoint Online." Thesis, Linköpings universitet, Institutionen för datavetenskap, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-119221.

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Management thinking has changed focus from bringing in new customers to under- standing the significance of maintaining existing customers and the need to attain loyalty with these customers. This has increased the importance of keeping good customer relationships. One important element to attain good customer relations is through a solid customer support. In this thesis a customer support approach for a software consultancy company has been implemented. The goal was to create a SharePoint Online application that would work as a single point of contact for the customers to improve the issue re

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Sherry, John William 1961. "Conversational analysis of microcomputer software: The role of customer support." Thesis, The University of Arizona, 1990. http://hdl.handle.net/10150/291327.

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User-friendliness is a common goal of microcomputer software design, yet little attention has been paid to the importance of many conversation-like features of user interface. Computers are incapable of accessing the vast amount of contextual information that humans routinely employ in conversation. Through other means, microcomputers imitate features of conversation, often establishing in users false expectations of communicative competence. Such means usually fail to meet what Goffman (1976) has characterized as the "systemic" and "ritual" constraints of interaction. The increasing ubiquity

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Mousavi, Khalkhali Alireza. "Customer Oriented Design And Resource Utilisation (CODARU)." Thesis, Brunel University, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.311279.

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Hedlund, Henrik. "Predicting Satisfaction in Customer Support Chat : Opinion Mining as a Binary Classification Problem." Thesis, Uppsala universitet, Institutionen för lingvistik och filologi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-300165.

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The study explores binary classification with Support Vector Machines as means to predict a satisfaction score based on customer surveys in the customer supportdomain. Standard feature selection methods and their impact on results are evaluated and a feature scoring metric Log Odds Ratio is implemented for addressingasymmetrical class distributions. Results show that the feature selection andscoring methods implemented improve performance significantly. Results alsoshow that it is possible to get decent predictive values on test data based onlimited amount of training observations. However mix

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Kästel, Arne Morten, and Christian Vestergaard. "Comparing performance of K-Means and DBSCAN on customer support queries." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-260252.

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In customer support, there are often a lot of repeat questions, and questions that does not need novel answers. In a quest to increase the productivity in the question answering task within any business, there is an apparent room for automatic answering to take on some of the workload of customer support functions. We look at clustering corpora of older queries and texts as a method for identifying groups of semantically similar questions and texts that would allow a system to identify new queries that fit a specific cluster to receive a connected, automatic response. The approach compares the

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Hanif, Basharat, and Hammad Saleem. "How Customer Support Service works for small companies in hospitality industry in Sweden? : A study of a small hotel in Karlstad." Thesis, Karlstads universitet, Handelshögskolan, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-30784.

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Yu, Brenda Wai Fong Young Jon I. "Using SERVQUAL to measure users' satisfaction of computer support in higher educational environments." [Denton, Tex.] : University of North Texas, 2008. http://digital.library.unt.edu/permalink/meta-dc-9005.

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Rosander, Oliver, and Jim Ahlstrand. "Email Classification with Machine Learning and Word Embeddings for Improved Customer Support." Thesis, Blekinge Tekniska Högskola, Institutionen för datalogi och datorsystemteknik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-15946.

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Classifying emails into distinct labels can have a great impact on customer support. By using machine learning to label emails the system can set up queues containing emails of a specific category. This enables support personnel to handle request quicker and more easily by selecting a queue that match their expertise. This study aims to improve the manually defined rule based algorithm, currently implemented at a large telecom company, by using machine learning. The proposed model should have higher F1-score and classification rate. Integrating or migrating from a manually defined rule based m

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Andersson, Fredrik, and Alexander Idemark. "Unsupervised topic modeling for customer support chat : Comparing LDA and K-means." Thesis, Linnéuniversitetet, Institutionen för datavetenskap och medieteknik (DM), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-105353.

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Fortnox takes in many errands via their support chat. Some of the questions can be hard to interpret, making it difficult to know where to delegate the question further. It would be beneficial if the process was automated to answer the questions instead of need to put in time to analyze the questions to be able to delegate them. So, the main task is to find an unsupervised model that can take questions and put them into topics. A literature review over NLP and clustering was needed to find the most suitable models and techniques for the problem. Then implementing the models and techniques and

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WANG, Qian. "Customer selection for direct marketing : bi-objective optimization using support vector machine." Digital Commons @ Lingnan University, 2013. https://commons.ln.edu.hk/mkt_etd/15.

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A major challenge in direct marketing is to build a customer-selection model that can help achieve higher response rate and greater profit at the same time. In this study, I adopt a bi-objective optimization (BOO) approach and propose a two-stage method using support vector machine (SVM) and support vector regression (SVR) to maximize response rate and profit simultaneously. To deal with the difficulty of learning models from imbalanced data, synthetic minority over-sampling technique (SMOTE) is used to generate more balanced datasets. Experiments are conducted on two datasets, a direct market

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Öhrwall, Rönnbäck Anna. "Interorganizational IT support for collaborative product development /." Linköping : Univ, 2002. http://www.bibl.liu.se/liupubl/disp/disp2002/man54s.pdf.

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Locklear, John Michael. "Optimized staffing between product lines for a technical support center." Thesis, Kansas State University, 2018. http://hdl.handle.net/2097/38782.

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Master of Agribusiness<br>Department of Agricultural Economics<br>Jason S. Bergtold<br>Technical support for products after the sale is commonplace in today’s businesses. Original Equipment Manufacturers (OEMs) provide technical support to their dealer channel for resolution of complex product issues. Technical support staffing levels can vary by product type, product complexity, and production volumes, and case volumes. This research seeks a better understanding of appropriate staffing levels between three product lines for one OEM. The objective of this paper is to develop a model for mont

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Pietrobon, Alberto, and Abraham Bamidele Sunday Ogunmakinwa. "Business Intelligence and Customer Relationship Management: a Direct Support to Product Development Teams." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15473.

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For manufacturing firms, having knowledge about customers is very important, in particular for the developers and designers of new products. A way in which software can help to build an information channel between the customers and the firm is through Customer Relationship Management (CRM) and Business Intelligence (BI) solutions. Customers’ data are captured into the Customer Relationship Management solution while Business Intelligence analyses them and provide clear processed information to the developers and designers of new products. In this study we have researched if this process occurs

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Cadro, Thomas. "Finalization of a lean manufacturing process within the customer support service of Latécoère." Thesis, KTH, Industriell produktion, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-129002.

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This master thesis proposes the implementation of a Lean Manufacturing process within the customer support service of Latécoère. The origin of the need comes from a demand of our most important customer: Airbus, to set up a Lean process based on Value Stream mapping (VSM). When I arrived in January in Latécoère, the process was already started. I first studied all the Lean Manufacturing theory thanks to the lessons I got in KTH, and also thanks to the Lean expert of Latécoère. All this study is described in the part “Theory” of this report.Then we put into practice this theory in the service i

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Parthasarathy, Sailashri 1982. "Application of artificial intelligence techniques for root cause analysis of customer support calls." Thesis, Massachusetts Institute of Technology, 2017. http://hdl.handle.net/1721.1/111276.

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Thesis: M.B.A., Massachusetts Institute of Technology, Sloan School of Management, in conjunction with the Leaders for Global Operations Program at MIT, 2017.<br>Thesis: S.M. in Engineering Systems, Massachusetts Institute of Technology, School of Engineering, Institute for Data, Systems, and Society, in conjunction with the Leaders for Global Operations Program at MIT, 2017.<br>This electronic version was submitted by the student author. The certified thesis is available in the Institute Archives and Special Collections.<br>Cataloged from student-submitted PDF version of thesis.<br>Includes

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Golovko, M. V. "Customer relationship management like a part of high-tech product’s integrated logistics support." Thesis, Луцький національний технічний університет, 2019. http://repository.kpi.kharkov.ua/handle/KhPI-Press/43479.

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Barton, John K. (John Kent) Carleton University Dissertation Management Studies. "Customer satisfaction with the industrial telemarketing of computer software products and support services." Ottawa, 1991.

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Eråker, Niklas, and Fredrik Persson. "Dysfunctional customer behaviour in online chat support interactions : the perspective of service scripts and roles." Thesis, Karlstads universitet, Handelshögskolan, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-42672.

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Purpose: Previous research has highlighted that dysfunctional customer behaviour is commonplace in service exchange interactions. However, most research has focused on what forms of dysfunctional behaviours that are prevalent in a face-to-face context. Instead of focusing on traditional face-to-face interactions, this thesis will address and consider dysfunctional customer behaviour in a live chat support context. Moreover, the reason why certain behaviours are perceived as dysfunctional in an online context will also be discussed from a role discrepancy perspective. Methodology: The methodolo

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Doyon-Roch, Jérémi. "Social media to support collaboration in the product life cycle of SMEs." Mémoire, Université de Sherbrooke, 2016. http://hdl.handle.net/11143/8962.

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Abstract : The use of social media tools to support small and medium-sized enterprises (SME) to support their business activities throughout the product life cycle (PLC) phases represents an interesting opportunity. SMEs operate in very competitive environments, and face significant challenges primarily caused by their size disadvantage. By nature, social media tools and platforms can enable them to overcome some of these challenges, as they are often very inexpensive, familiar and easy to use, allowing them to reach large audiences they would not be able to reach with traditional and expensiv

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Elwalda, Abdulaziz. "Perceived derived attributes of online customer reviews." Thesis, Brunel University, 2015. http://bura.brunel.ac.uk/handle/2438/13792.

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The influence of online customer reviews (OCRs) on consumer behaviour has recently gained considerable attention, from both academic and business communities. Technology allows customers to freely and easily post their comments and opinions online about any product or service. These types of customer reviews can have a significant effect on customers’ purchase decisions and have become an essential part of the experience when shopping online. However, knowledge of the role of the perceived derived attributes of OCRs on consumer behaviour remains vague. Previous studies have mainly focused on t

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Black, Hulda G. "NETWORK DRIVERS OF INTERCUSTOMER SOCIAL SUPPORT." UKnowledge, 2011. http://uknowledge.uky.edu/gradschool_diss/143.

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Customers in a service setting sometimes seek support from other customers; recent research has demonstrated this phenomenon. This research also found that intercustomer social support has a positive impact on consumer health, as well as the financial returns for the company. Given these positive effects for firms and customers, organizations can benefit from fostering social connections among their customers. While past research has investigated the positive consequences of intercustomer social support, little research to date has investigated the firm’s strategic role in fostering intercusto

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Nash, Zoe Katherine. "A framework for improving the implementation of process based change." Thesis, University of Plymouth, 1999. http://hdl.handle.net/10026.1/2838.

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This thesis is located within the field of Information Systems implementation. More specifically it focuses within Information Systems at the issues associated with implementation of business proves-based change. There is much evidence, both theoretical and empirical, to suggest that there are a high percentage of Information Systems and Business Process implementation failures (Meredith 1981, Lucas 1981, Walsham 1993, Land et al 1989). The aim of this thesis is twofold. Firstly to analyse the reasons behind the failures in process-based change implementations and secondly to provide a solutio

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Kapletia, Dharm. "Acquiring customer solutions : a study of complex systems support in the UK defence industry." Thesis, University of Cambridge, 2010. https://www.repository.cam.ac.uk/handle/1810/252210.

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Liao, Qinyu. "Empirical findings on persuasiveness of recommender systems for customer decision support in electronic commerce." Diss., Mississippi State : Mississippi State University, 2005. http://sun.library.msstate.edu/ETD-db/ETD-browse/browse.

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Peloso, Antony Frederick. "The antecedents of the employee loyalty-customer loyalty relationship." Thesis, Queensland University of Technology, 2005. https://eprints.qut.edu.au/16028/1/Antony_Peloso_Thesis.pdf.

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Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a large national North American banking organisation, in particular the relationship between employee loyalty and customer loyalty, and further within the organisation, the antecedents of the employee loyalty-customer loyalty relationship. Thus the current research investigates the chain of events from managerial actions to customer loyalty with the aim of identifying relevant managerial practices and their influences within the or

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Peloso, Antony Frederick. "The antecedents of the employee loyalty-customer loyalty relationship." Queensland University of Technology, 2005. http://eprints.qut.edu.au/16028/.

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Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a large national North American banking organisation, in particular the relationship between employee loyalty and customer loyalty, and further within the organisation, the antecedents of the employee loyalty-customer loyalty relationship. Thus the current research investigates the chain of events from managerial actions to customer loyalty with the aim of identifying relevant managerial practices and their influences within the or

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Laxman, Prachi. "Customer Engagement in Social Commerce : A study about Facebook Brand Pages." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-64328.

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Social commerce has raised with increased interactions between businesses and consumers on social media. Social commerce is the new phenomena which is a subset of e-commerce and lets customers engage in marketing activities led by businesses. Businesses have started to use social media to interact with new and potential customers and customer engagement is a key factor to success in social commerce. Social media lets the companies promote new products and sales campaigns which benefits them as social media creates exposure to many consumers. To get a better understanding on the subject, this s

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Яковенко, Валерія Віталіївна, та Valeria Yakovenko. "Логістична підтримка «customer service» як основа сучасного бізнесу". Thesis, Національний авіаційний університет, 2021. https://er.nau.edu.ua/handle/NAU/50562.

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1. Шпак С. Customer Service: зачем он нужен и как его прокачать. [Електронний ресурс]. – Режим доступу: https://www.carrotquest.io/blog/customer-service/. 2. Мельников К. В. Теоретичні принципи логістичного обслуговування споживачів. Економіка та суспільство, 2017. – №8. – С. 311. [Електронний ресурс]. – Режим доступу: https://economyandsociety.in.ua/journals/8_ukr/55.pdf 3. Beier F.J., Rutkowski K. Logistyka. Варшава: Варш. школа екон-ки, 2004. – 223 с. 4. Ciesielski M. Shaping the logistic level of market service, "Handel Wewnqtrzny". №3. 1996. 5. Всё о Customer Service: как обеспеч

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Axén, Maja, and Jennifer Karlberg. "Binary Classification for Predicting Customer Churn." Thesis, Umeå universitet, Institutionen för matematik och matematisk statistik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-171892.

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Predicting when a customer is about to turn to a competitor can be difficult, yet extremely valuable from a business perspective. The moment a customer stops being considered a customer is known as churn, a widely researched topic in several industries when dealing with subscription-services. However, in industries with non-subscription services and products, defining churn can be a daunting task and the existing literature does not fully cover this field. Therefore, this thesis can be seen as a contribution to current research, specially when not having a set definition for churn. A definitio

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Williams, Kim C. "Organizational change : a study of the integrated customer support system at United States Transportation Command." Thesis, Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2001. http://handle.dtic.mil/100.2/ADA390946.

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Leung, Ka Shing Wilson. "The role of customer orientation support, individual swift trusts and trust in promoting social commerce." HKBU Institutional Repository, 2019. https://repository.hkbu.edu.hk/etd_oa/672.

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Social commerce (s-commerce) relies on social media to support the buying and selling activities between customers and sellers. S-commerce sites have nowadays enabled their sellers to form their individual community, constitutes invited members of other shoppers, serving as trusted agents or targets and share shopping information and experience with their new customers. This study termed this new facet of communities as social commerce individual vendor community (SCIVC). A recent business paradigm of s-commerce sites indicates that customers spend a little time with s-commerce sellers and/or

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Arnold, Todd J. "Antecedents and consequences of the distributive fairness : an examination of salesperson judgments of fairness /." free to MU campus, to others for purchase, 2001. http://wwwlib.umi.com/cr/mo/fullcit?p3025596.

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Pehrson, Jakob, and Sara Lindstrand. "Support Unit Classification through Supervised Machine Learning." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-281537.

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The purpose of this article is to evaluate the impact a supervised machine learning classification model can have on the process of internal customer support within a large digitized company. Chatbots are becoming a frequently used utility among digital services, though the true general impact is not always clear. The research is separated into the following two questions: (1) Which supervised machine learning algorithm of naïve Bayes, logistic regression, and neural networks can best predict the correct support a user needs and with what accuracy? And (2) What is the effect on the productivit

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Németh, Nikolas. "Analýza spokojenosti zákazníků a návrhy opatření na zvýšení její úrovně." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2010. http://www.nusl.cz/ntk/nusl-222597.

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This diploma thesis deals with measuring and analyzing customer satisfaction in a chosen company, whose main field is providing customer support services to other companies. On the basis of the theoretical background of the findings and analysis, the work includes proposals to improve the overall level of customer satisfaction.

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Baker, Melissa Anne. "Justly so? Employee justice perceptions of legitimate and opportunistic complaints." Diss., Virginia Tech, 2013. http://hdl.handle.net/10919/51117.

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Unjust customer complaints are increasing, liberal redress policies are becoming more commonplace, and front line employees are expected to smile and just deal with fictitious complaints with redress and a sincere smile. Is this justly so? This research helps to fill the current gaps in complaint, justice, and emotional labor research by empirically examining employee perceptions of perceived opportunistic versus perceived legitimate complaints. This research completed one hotel and one restaurant study using a 2 x 2 between-subjects experimental design to examine complaint type (oppor

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