Relevant bibliographies by topics / Dealing with customers

Contents

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

Academic literature on the topic 'Dealing with customers'

Author: Grafiati
Published: 4 June 2025
Last updated: 1 August 2025

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Journal articles on the topic "Dealing with customers"

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Rexhaj, Ela. "Dealing with disgruntled customers." BDJ In Practice 37, no. 10 (2024): 394. http://dx.doi.org/10.1038/s41404-024-2883-7.

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Tantonio, Michael Claudius, Adil Fadillah, and Sulistiono Sulistiono. "Prosedur Pelayanan Customer Service Pada PT Bank Rakyat Indonesia Unit Cijeruk." Jurnal Aplikasi Bisnis Kesatuan 4, no. 2 (2024): 263–72. http://dx.doi.org/10.37641/jabkes.v4i2.1891.

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Customer Service is an art that combines human emotions, behavior, understanding, feelings, and impressions from the customer's point of view. Customer satisfaction will increase through the provision of good service, thus making customers loyal and having a positive impact on the business. which makes customers use the company's products and services repeatedly and contributes to the profit desired by the business at the bank.The purpose of this discussion is to understand Customer Service services provided to customers, know the problems or obstacles faced and understand the alternatives in
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Suyash S. Tambe, Vivek Ambetkar, and Prathamesh Ambovkar. "Potential Customer Prediction." International Journal of Engineering and Management Research 11, no. 2 (2021): 100–102. http://dx.doi.org/10.31033/ijemr.11.2.14.

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Major industries today are dealing with large amount of data even small shops are no oblivion for the huge pile of customer data. To gain profit in competitive marketing is imperative that the useful information shall be extracted out of this data. The processing of this huge pile of data becomes monotonous task and the different types of software and algorithms are developed to process and acquire result out of this data. This project deals with same kind of problem of dealing with data. Taking customer purchase history as an input our system using "Apriori Algoritm" classifies these customer
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Federgruen, A., and H. Groenevelt. "The impact of the composition of the customer base in general queueing models." Journal of Applied Probability 24, no. 3 (1987): 709–24. http://dx.doi.org/10.2307/3214101.

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We consider general queueing models dealing with multiple classes of customers and address the question under what conditions and in what (stochastic) sense the marginal increase in various performance measures, resulting from the addition of a new class of customers to an existing system, is larger than if the same class were added to a system dealing with only a subset of its current customer base.Our results enhance our understanding of the dependence of various performance measures with respect to the composition of the customer base. In addition they translate readily into convexity resul
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Federgruen, A., and H. Groenevelt. "The impact of the composition of the customer base in general queueing models." Journal of Applied Probability 24, no. 03 (1987): 709–24. http://dx.doi.org/10.1017/s0021900200031429.

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We consider general queueing models dealing with multiple classes of customers and address the question under what conditions and in what (stochastic) sense the marginal increase in various performance measures, resulting from the addition of a new class of customers to an existing system, is larger than if the same class were added to a system dealing with only a subset of its current customer base. Our results enhance our understanding of the dependence of various performance measures with respect to the composition of the customer base. In addition they translate readily into convexity resu
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Wahyuni, Alida, Mungky Hendriyani, and Intan Nurhasanah. "PERANAN CUSTOMER SERVICE DALAM MENINGKATKAN JUMLAH NASABAH PADA PT. BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN, TBK. CAPEM PAMULANG TANGERANG SELATAN." REMITTANCE: JURNAL AKUNTANSI KEUANGAN DAN PERBANKAN 3, no. 1 (2022): 22–28. http://dx.doi.org/10.56486/remittance.vol3no1.186.

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This research aims to analyze the role of customer service in increasing the number of customers PT. Bank BJB, Tbk. Kantor Cabang Pembantu Pamulang. A customer is a person directly dealing with or in direct contact with the customer, customer service has a responsible role in the service and smoothness of the bank, and understands the work to be carried out, especially related to service to customers. Serving the customer is a very necessary attitude of customer service that can increase customer interest and ability to communicate well with customers. The results prove the role of customer se
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Hillebrand, Bas, and Wim G. Biemans. "Dealing with downstream customers: an exploratory study." Journal of Business & Industrial Marketing 26, no. 2 (2011): 72–80. http://dx.doi.org/10.1108/08858621111112258.

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Indah, Dahlia, Pertiwi Hari Sandi Santi, and Epty Hidayati Dwi. "Meningkatkan Kinerja SDM Dalam Kunjungan Pada Toko Butik Fourteen." Nanggroe: Jurnal Pengabdian Cendikia 2, no. 3 (2023): 133–36. https://doi.org/10.5281/zenodo.8049637.

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This article examines the challenges faced in improving Human Resources (HR) performance in the context of visiting a boutique store. A visit to a boutique store is an important aspect in influencing customer satisfaction and achieving business goals. However, to achieve optimal results, qualified and competent human resources are needed in serving customers. The main challenges faced in improving HR performance during visits to boutique stores include improving employee skills, communication skills with customers, the ability to provide advice and reccomendations to customer, and the ability
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Aditya, S. Joshi, B. Gaikwad Rushikesh, D. Dhende Pranav, S. Pawar Shubham, and P. Divate Chandrakant. "Easy Shop-Fruits and Vegetable Ordering Service." Recent Trends in Information Technology and its Application 4, no. 1 (2021): 1–3. https://doi.org/10.5281/zenodo.4730323.

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<em>As we see over this year there are so many people who want their own business, there are many applications for online shopping like groceries clothes and so on. The purpose of this project is to provide services for customers for online shopping of fruits and vegetables. It&rsquo;s objective is to save the customers time and so they can do all the necessary shopping through computer or electronic machine without moving from one place to other. We have created this application so that customers can have fresh fruits and vegetables. Also in this we provide services like online delivery, stoc
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Larakasih, Angra Adinda. "LEGAL PROTECTION OF CUSTOMERS WHO MAKE PAYMENT THROUGH BRILINK E-BANKING (STUDY AT THE TANJUNG KARANG BRANCH OF BANK RAKYAT INDONESIA." Literacy : Jurnal Ilmiah Sosial 1, no. 1 (2019): 16–26. http://dx.doi.org/10.53489/jis.v1i1.1.

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The development of technology is currently growing rapidly. This can be proven by advances in technology around the world. Technological progress is very important and has a very big effect on humans. Because technology is one of the supporting advances in human life. It can be proven that with the sophisticated technology, everything becomes fast and easy. The development of technological systems encourages the emergence of business opportunities in the internet field. In today's technology development it also influences the banking world. In conducting banking transactions through BRI Link a
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Dissertations / Theses on the topic "Dealing with customers"

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Schram, Juliette Amelie. "Luxury brands and online consumer-generated content: dealing with the new lead of customers in brand perception." reponame:Repositório Institucional do FGV, 2013. http://hdl.handle.net/10438/10847.

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Submitted by Eliene Soares da Silva (eliene.silva@fgv.br) on 2013-05-16T14:52:59Z No. of bitstreams: 1 Dissertation FINAL VERSION.pdf: 1753101 bytes, checksum: f4b7733972d701d9bcb27de88e4fa663 (MD5)<br>Approved for entry into archive by Eliene Soares da Silva (eliene.silva@fgv.br) on 2013-05-16T14:54:07Z (GMT) No. of bitstreams: 1 Dissertation FINAL VERSION.pdf: 1753101 bytes, checksum: f4b7733972d701d9bcb27de88e4fa663 (MD5)<br>Made available in DSpace on 2013-05-16T15:10:10Z (GMT). No. of bitstreams: 1 Dissertation FINAL VERSION.pdf: 1753101 bytes, checksum: f4b7733972d701d9bcb27de88e4fa6
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Lindahl, Alexander, and Caroline Söderlind. "Knowledge transfer when dealing with dysfunctional behavior : A study focused on the situation where customers misbehave against each other on social media." Thesis, Umeå universitet, Företagsekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-73422.

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There is a current debate in Swedish media regarding the negative aspects of Internet and social media, a debate which is also virtual in blogs and forums. This started with a post on the clothing company H&amp;M’s Facebook page where a user was virtually attacked in an aggressive manner by other users. This kind of online behavior between customers can be seen as a new challenge for organizations, especially as social media is continuously growing.   We have investigated the area of misbehaving customers, also known as dysfunctional customer behavior, by looking into the theoretical area of k
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Cabourdin, Paul, and Jam Godwill Dvuwala. "Dealing with Darwin in a mature market : Innovating the customer for a sustainable competitive advantage (a case study of Swedish banking sector)." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-43993.

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Background: The banking industry is today evolving in a mature market, with a strong competition. Banks’ situation is forcing them to constantly innovate in order to keep their customers and to stay attractive for prospects. This environment is particularly true in Sweden. Purpose: All long this research the authors have explored the way Swedish banks are innovating today. Comparing their practices to customers’ opinions on how they would like their banks to implement innovations, the authors mainly focused on innovation strategies for banks in order to satisfy their customers. Method: First o
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Minja, Tumaini. "Dealing with a buried past : the relevance of customary reconciliation to bottom-up transitional justice in South Sudan." Thesis, University of York, 2013. http://etheses.whiterose.ac.uk/4853/.

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In the last two decades of the war between the north and South Sudan, which ended with the signing of the Comprehensive Peace Agreement (CPA) in 2005, ethnic identities were manipulated leading to a second tier of wars involving southerners - ‘the south-south wars’. When the wars escalated, they added significantly to the cumulative death toll, with both victims and perpetrators being southerners. Despite the commission of widespread, grave crimes in the wars, justice was excluded in the CPA process through amnesty, with a view to facilitating the transition. This study explores the relevance
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Englberger, Florian. "Dealing with nationalism in view of a human need to belong : the feasibility of narrative transformation in Northern Ireland." Thesis, University of St Andrews, 2018. http://hdl.handle.net/10023/16401.

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This thesis seeks to delineate what change in divided societies such as Northern Ireland is possible. Two steps are necessary to answer this question: first, to explain the potency of nationalism. I contend that taking the evolutionary history of humans and a human need to belong into account is essential for an understanding of A.D. Smith's ethno-symbolist approach to nationalism. We need to acknowledge that human beings emerged from small-scale settings and are therefore conservative beings who seek those patterns of familiarity that make up the ordinary ‘everyday'. They are also prejudiced
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Tuček, Martin. "Přímý prodej." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-75705.

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Theoretical section defines the concept of direct selling, describes its history and current development in the world and in the Czech Republic. It further addresses its advantages and organizations which determine international rules and ethical standards of direct selling. The practical part focuses on direct selling of telecommunications services. First, it analyzes development of telecommunication market in years 2007-2011. Based on this analysis, it presents strategy of building a data network of local Internet service provider PJcomp Ltd. in the same period. It describes pricing and prac
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Балашова, Д. Ю. "Управління підприємством на засадах концепції результативності". Thesis, Одеський національний економічний університет, 2020. http://dspace.oneu.edu.ua/jspui/handle/123456789/12690.

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У роботі розглядаються основи управління результативністю, критерії які впливають на результативність. Встановлено, що доцільно внести в процесс управління результативністю моделювання бізнес-процесів. Виявлено основні операції процесу управління результативністю. Проведено загальну характеристику діяльності ділерського підприємства ТОВ «Профітайм». За проведеним аналізом встановлено, що ринок косметичних засобів є цілком стабільним та зростаючим. Проведено діагностику результативності діяльності підприємництва за допомогою аналізу задоволеність клієнтів підприємства. Виявлено основні недоліки
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Hsu, Yuching, and 許玉青. "A study of Textmining in Transportation Passenger customer suggestion dealing." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/08701520709001957741.

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碩士<br>中國文化大學<br>資訊管理研究所碩士在職專班<br>96<br>Nowadays the metroplitan area transportation grows fast. How to speedy affliate the information which obtains needs from the passenger comments. It will effectively promotes the passenger service quality and become the necessary requirement to enhance the competitive advantage. In this research, we hope the affiliation by the document mining under the text mining researchs the frequently key words from the massive passenger comments information database. Then,seeking the related historical file according to its inquiry result from the passenger commentsn
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Cheng, I.-Hsueh, and 薛一正. "A Study on Relationship Among Customer Satisfaction, Complaint Dealing and Customer Loyalty in the International Airline Company." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/23066957872779954414.

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碩士<br>大葉大學<br>國際企業管理學系碩士在職專班<br>96<br>The study aims at using Fornell et al. (1996)’s ASCI model to discuss the relationship among customer satisfaction, complain dealing and customer loyalty in the international airline company. This survey objects are customers who enplane by China Airlines included European (Aussie), American and Asian lines. A total of 600 samples were interviewed, and 550 questionnaires were collected back. Among them, 77 samples are incomplete and the rest 473 samples were completely finished as valid good, which means its useable survey rate is 78.83%. According the res
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Wu, Kun-Tang, and 吳昆堂. "Identifying problems with customer service personnel and dealing with them, in order to improve customer satisfaction:A Taipower Hualien branch case study of customer service quality." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/c3a4wt.

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碩士<br>國立東華大學<br>管理學院高階經營管理碩士在職專班<br>103<br>Some customer service personnel have a poor attitude when dealing with customers, and this leads to a reduced quality of service. Government-owned businesses generally pride themselves on being customer oriented, and providing a high quality of service. Taipower is no exception. Electricity is one of driving forces behind economic development and Taipower is a vital component to economic development in Taiwan. Emotional factors are also a vital part of customer service quality. Negative emotions from staff not only reduce quality of service but also d
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Books on the topic "Dealing with customers"

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Australasia, Video Education. Dealing with difficult customers. Cambridge Educational, 2005.

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Hayes, Roger. Dealing effectively with aggresive and violent customers. Local Government Training Board, 1987.

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Cava, Roberta. Dealing with difficult people: How to deal with nasty customers, demanding bosses, and annoying co-workers. Firefly Books, 2004.

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Seddon, Bridget. Defusing difficult situations and dealing effectively with aggressive customers: A training package intended for front-line staff in all service departments who have day-to-day contact with members of the public. Local Government Management Board, 1991.

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Zimmerman, Mark. Dealing with the Japanese. Allen & Unwin, 1985.

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Lilley, Roy. Dealing with Difficult People. Kogan Page Publishers, 2007.

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Vossestein, Jacob. Dealing with the Dutch. 3rd ed. Royal Tropical Institute, 1998.

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G, Knecht J., ed. Act normal!: 99 tips for dealing with the Dutch. Prometheus, 1995.

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Holdstock, Mark. The Great Fair: Horse dealing at Ballinasloe. Souvenir Press, 1993.

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Goldberg, Neal C. Saying goodbye: A handbook for teens dealing with loss and mourning. Targum Press, 2004.

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Book chapters on the topic "Dealing with customers"

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Wallwork, Adrian. "HELPDESK: DEALING WITH CUSTOMERS." In Telephone and Helpdesk Skills. Springer New York, 2014. http://dx.doi.org/10.1007/978-1-4939-1812-6_11.

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Martin, Adrian. "Dealing with complaining customers." In Conflict and Hostility in Hotels, Restaurants, and Bars. Routledge, 2024. http://dx.doi.org/10.4324/9781003364030-11.

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Forrest, Jeffrey Yi-Lin. "Dealing with Indecisive Customers Through Pricing." In General Systems Theory. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-030-04558-6_20.

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Curtin, Tom, Daniel Hayman, and Naomi Husein. "Other Stakeholders: Dealing with the Public, Customers and Suppliers." In Managing a Crisis. Palgrave Macmillan UK, 2005. http://dx.doi.org/10.1057/9780230509306_9.

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Lockwood, Jane, Steven James Finch, Neil Ryder, et al. "Dealing with Angry Western Customers in Asian Call Centres: A Cultural Divide?" In Talking at Work. Palgrave Macmillan UK, 2016. http://dx.doi.org/10.1057/978-1-137-49616-4_7.

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Rizomyliotis, Ioannis, Apostolos Giovanis, and Kleopatra Konstantoulaki. "How User Engagement Mediates the Effect of Social Media Marketing Efforts on Brand Loyalty of Green Products. The Role of Green Brand Bullying." In Strategic Innovative Marketing and Tourism. Springer Nature Switzerland, 2024. http://dx.doi.org/10.1007/978-3-031-51038-0_73.

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AbstractGreen products are getting more preferred than the conventional ones as they are related with sustainable consumption. Digital marketing practices are used by companies to reach the relevant target groups, to promote green products and develop sustainable relationships with their customers. Although there are several studies dealing with the role of social media marketing efforts, still, research in brand loyalty for green products has remained limited. The present study addresses this gap by proposing a conceptual framework describing the relationship between the social media marketin
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Green, Jennifer, and Michael Green. "Customs and Laws." In Dealing with Death. Springer US, 1991. http://dx.doi.org/10.1007/978-1-4899-7216-3_1.

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Darie, Cristian, and Karli Watson. "Dealing with Customer Orders." In Beginning ASP.NET 1.1 E-Commerce: From Novice to Professional. Apress, 2004. http://dx.doi.org/10.1007/978-1-4302-0690-3_10.

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Abegg, Andreas, and Phil Baumann. "Electricity Utility Companies Entering Private Sector Markets." In Swiss Energy Governance. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-80787-0_11.

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AbstractOn the one hand, energy utility companies (EUCs) fulfill public tasks assigned to them by the state. On the other hand, they are also often active as entrepreneurs in the free market. For example, they supply electricity products to major customers, install photovoltaic and e-mobility systems and provide services in the areas of building technology, metering and telecommunications. In such private sector activities, energy utility companies potentially enjoy unjustified advantages due to the fact that they are publicly controlled and perform public tasks: they receive particularly good
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Gould, Terry, and Hilary Merrett. "Customer relations—dealing with people." In Introducing Quality Assurance into the NHS. Macmillan Education UK, 1992. http://dx.doi.org/10.1007/978-1-349-12848-8_4.

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Conference papers on the topic "Dealing with customers"

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Nafila Vidyana, Amila, and Martha Tri Lestari. "Strategy of Customer Goods Company Through Instagram in Dealing With BDS Actions (Boycott, Divestment, Sanction)." In 2024 International Conference on Intelligent Cybernetics Technology & Applications (ICICyTA). IEEE, 2024. https://doi.org/10.1109/icicyta64807.2024.10912880.

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Wong, Yew Kee. "Dealing Crisis Management using AI." In 2nd International Conference on Machine Learning Techniques and NLP (MLNLP 2021). Academy and Industry Research Collaboration Center (AIRCC), 2021. http://dx.doi.org/10.5121/csit.2021.111409.

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Artificial intelligence has been a buzz word that is impacting every industry in the world. With the rise of such advanced technology, there will be always a question regarding its impact on our social life, environment and economy thus impacting all efforts exerted towards sustainable development. In the information era, enormous amounts of data have become available on hand to decision makers. Big data refers to datasets that are not only big, but also high in variety and velocity, which makes them difficult to handle using traditional tools and techniques. Due to the rapid growth of such da
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D., Nunthapirat. "Dealing with Customers’ Online Reviews: what Approach Hotel Managers Need to Address?" In Annual International Conference on Tourism and Hospitality Research (THoR 2016). Global Science & Technology Forum (GSTF), 2016. http://dx.doi.org/10.5176/2251-3426_thor16.14.

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Barden, Leslie. "Dealing with difficult customers---the most fun you can have at work." In the 26th annual ACM SIGUCCS conference. ACM Press, 1998. http://dx.doi.org/10.1145/288335.288452.

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Alyamani, Alaa, and Mohammed Alsalem. "Customer Relationship Management Based on Business Intelligence : Proposed Framework." In 3rd International Conference on Administrative & Financial Sciences. Cihan University - Erbil, 2021. http://dx.doi.org/10.24086/afs2020/paper.216.

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It is known currently that the processes of transaction and interaction in the various points and channels between the organization and their customers have resulted in huge amounts of data. These data have great importance if we analyzed properly. By analyzing these data can determine the appropriate ways of dealing with customers and identify their needs and preferences in order to enable the organizations to develop and maintain their relationships with them. Data storing and analytics technologies and applications such as business intelligence tools have been the major interest of research
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Spajić, Jelena, Ksenija Mitrović, Nebojša Novaković, and Danijela Lalić. "Visual brand communication during the COVID-19 pandemic." In 11th International Symposium on Graphic Engineering and Design. University of Novi Sad, Faculty of technical sciences, Department of graphic engineering and design, 2022. http://dx.doi.org/10.24867/grid-2022-p23.

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COVID-19 has brought a number of changes in people’s lifestyles as well as in business strategies. The consumers are moving towards social media and brands are forced to adjust their positioning strategies to retain existing and attract new customers. In generating the customer engagement, the brand content must match the visual preferences of its target group. This paper reviews a relevant literature of visual communication in the context of branding focusing on changes in terms of redesign and rebranding imposed by a crisis. The aim is to identify how companies successfully developed memorab
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Lener, Edward F. "Incoming!: Surviving the Barrage of Vendor Communications." In Charleston Library Conference. Purdue Univeristy, 2020. http://dx.doi.org/10.5703/1288284317165.

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For those in collection management, dealing with vendors is an integral part of the job. Yet the sheer volume of e-mails, phone calls, and other communications can sometimes leave one feeling as though under assault. This paper analyzes real-world examples of vendor communications and assesses their relevance and usefulness. It also provides tips and strategies for managing such communications effectively. Conveying library needs and expectations back to vendors, for example, is a critical step. For their part, vendors will have an opportunity to see what works and what doesn’t from a libraria
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Arioli, Veronica, Roberto Sala, Fabiana Pirola, and Giuditta Pezzotta. "Agent-Based Modelling For Assessing The Economic And Environmental Sustainability Of PSS." In 37th ECMS International Conference on Modelling and Simulation. ECMS, 2023. http://dx.doi.org/10.7148/2023-0033.

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To remain competitive, manufacturing companies are marketing to customers business offerings based on integrated packages of products and services – Product-Service Systems (PSS). While PSS offerings allow foreseeing economical benefits for customers and manufacturers, the sustainability assessment of PSS has not been extensively studied in the literature. While it is recognized that sustainability can be evaluated under the three dimensions of the Triple Bottom Line (TBL) – i.e. economic, environmental, and social – existing assessment methods usually concentrate only on a single one, neglect
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Redlich, Tobias, and Franz-Ludwig Bruhns. "Open Production: A New Broker-Based Approach to Interactive Value Creation and User Manufacturing." In ASME 2008 International Mechanical Engineering Congress and Exposition. ASMEDC, 2008. http://dx.doi.org/10.1115/imece2008-67358.

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Business strategies and organization are subject to a permanent adjustment due to the discontinuity of the markets. Mass production, in particular, and a focus on tayloristic principles, in general, no longer seem to be the right choice within this context. Rather, the increasing importance of customization and the transition to an information-based economy leads to the question whether the currently enshrined distinction between producer and consumer is still appropriate. The authors of this paper assume that the key to dealing with complex economic turbulences can be found in the implementat
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Yang, Tae G., Kosuke Ishii, and Harshavardhan Karandikar. "Decision Analysis Approach for Improving Product Development Decision Quality: An Interactive Simulation Game Showcase." In ASME 2005 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2005. http://dx.doi.org/10.1115/detc2005-85598.

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Product development decisions in the early stages of the development process critically impact life cycle cost and revenue potentials. Design for Manufacturability tools and methods provide key insights into product’s requirements based on the voice of customers. Other quantitative analysis tools, such as computer aided modeling and optimization techniques enhance product developers’ understanding in the products under development. However, the dynamic nature of product development process suffers from unavoidable risks due to the lack of information on key parameters of a product’s life cycle
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Reports on the topic "Dealing with customers"

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Ottaviano, Gianmarco I. P. National Disparities and Regional Allocation of Resources: A Positive Framework. Inter-American Development Bank, 2005. http://dx.doi.org/10.18235/0011147.

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Deeper integration of MERCOSUR aims at reducing the barriers to the international mobility of goods, factors and ideas as well as at promoting effective policy coordination among member countries. Lower barriers make the interactions among customers and suppliers in the integrated area increasingly tight, thus fostering the creation of a common market within the MERCOSUR economic space. The present paper proposes a theoretical framework to assess the economic impact and the welfare implications of the resulting reallocation of resources across firms and countries. Its final purpose is to answe
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Marshak, Ronni. Utility Customer Experiences: Stark Contrasts in Dealing with NStar and National Grid. Patricia Seybold Group, 2013. http://dx.doi.org/10.1571/bp01-31-13cc.

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Singh, Niranjan, Jone Tawaketini,, Roman Kudin, and Gerry Hamilton. Are We Building Agile Graduate Capabilities to Meet Automotive Service Industry Trends? Unitec ePress, 2020. http://dx.doi.org/10.34074/ocds.085.

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The inexorable use of electronic technology and rising user expectations of motorised transport are quickly moving the service industry towards a rapidly changing environment. To maintain the ability to deal with new and emerging technologies, industry leaders will need to rethink how they will address their staffing strategies. In this research, we found that the New Zealand automotive service industry is markedly different from what it was twenty years ago as technology in vehicles have been increased due to environmental legislation and customer demands. The service industry is going throug
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