Acceder

Bibliografías temáticas / Customer service / Tesis

Siga este enlace para ver otros tipos de publicaciones sobre el tema: Customer service.

Tesis sobre el tema "Customer service"

Autor: Grafiati

Publicado: 4 de junio de 2021

Última modificación: 25 de julio de 2025

Crea una cita precisa en los estilos APA, MLA, Chicago, Harvard y otros

Elija tipo de fuente:

Consulte los 50 mejores tesis para su investigación sobre el tema "Customer service".

Junto a cada fuente en la lista de referencias hay un botón "Agregar a la bibliografía". Pulsa este botón, y generaremos automáticamente la referencia bibliográfica para la obra elegida en el estilo de cita que necesites: APA, MLA, Harvard, Vancouver, Chicago, etc.

También puede descargar el texto completo de la publicación académica en formato pdf y leer en línea su resumen siempre que esté disponible en los metadatos.

Explore tesis sobre una amplia variedad de disciplinas y organice su bibliografía correctamente.

1

Raja, Abbas Haider, Chokaew Koobgrabe, and Punyanuch Chutima. "Customer satisfaction toward TrueMove customer service." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-875.

Texto completo

Resumen

<p>Title: Customer Satisfaction toward TrueMove Customer Service</p><p>Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?</p><p>Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.</p><p>Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer

Los estilos APA, Harvard, Vancouver, ISO, etc.

2

Lee, Linda. "Customer-to-customer roles and impacts in service encounters." Doctoral thesis, KTH, Industriell ekonomi och organisation (Inst.), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-186294.

Texto completo

Resumen

This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between customers are not peripheral to the service, where there can be an expectation to interact with the other cust

Los estilos APA, Harvard, Vancouver, ISO, etc.

3

Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.

Texto completo

Resumen

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 evolvi

Los estilos APA, Harvard, Vancouver, ISO, etc.

4

Akele, Seyoum. "Customer Service Quality in Ethiopian Electric Power Corporation (EEPCO) : Prepayment Customer Service." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-180578.

Texto completo

Resumen

Ethiopian Electric Power Corporation (EEPCO), state owned monopoly that generates, transmits, and distributes and sales electric power nationwide, has been undergoing various continued utility management practices. One of the major improvements, as part of the transformation, was the introduction of Prepayment (Metering) System, over that of the conventional metering service, which had been forcing the Corporation to follow lengthy service processes, in order to support the realization of its long term strategic vision of providing quality electric service and being competitive in an energy ex

Los estilos APA, Harvard, Vancouver, ISO, etc.

5

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.

Texto completo

Resumen

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 be

Los estilos APA, Harvard, Vancouver, ISO, etc.

6

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

Texto completo

Los estilos APA, Harvard, Vancouver, ISO, etc.

7

Tronvoll, Bård. "Customer Complaint Behaviour in Service." Doctoral thesis, Karlstad University, Service Research Center, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-1625.

Texto completo

Resumen

<p>It is vital for every service provider to get feedback from its customers.</p><p>This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain.</p><p>Scholarly knowledge about complaint behaviour gives the service provider valuable insight about service problems and how to improve e.g. service offerings, service processes and interactions, to increase customer satisfaction, loyalty and profit. For that reason it is argued that customers who have an unfavour

Los estilos APA, Harvard, Vancouver, ISO, etc.

8

Henriksson, Alexander, and Fredric Vallin. "Telecom Customer Service Information Model." Thesis, Uppsala universitet, Institutionen för informatik och media, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-126125.

Texto completo

Resumen

A customer service unit in the telecom industry is a stressful and difficult work environment. The information is spread throughout many systems and it is not always easy to keep track of or use it in the most efficient way. The telecom industry has an especially complex IT architecture with a lot of information constantly being transferred. The main purpose of this thesis is to create a first version of a telecom customer service model. This model will describe what information a customer service unit at a telecom company needs. The model will also describe how IT should support the customer

Los estilos APA, Harvard, Vancouver, ISO, etc.

9

Tronvoll, Bård. "Customer complaint behaviour in service /." Karlstad : Faculty of Economic Sciences, Communication and IT, Business Administration, Karlstads universitet, 2008. http://www.diva-portal.org/kau/abstract.xsql?dbid=1625.

Texto completo

Los estilos APA, Harvard, Vancouver, ISO, etc.

10

Mtshiselwa, Mkhululi Terrence. "A customer service strategy for Ngqura Container Terminal." Thesis, Nelson Mandela Metropolitan University, 2014. http://hdl.handle.net/10948/8955.

Texto completo

Resumen

The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as

Los estilos APA, Harvard, Vancouver, ISO, etc.

11

Kniatt, Nancy L. (Nancy Louise). "The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry." Thesis, University of North Texas, 1995. https://digital.library.unt.edu/ark:/67531/metadc277825/.

Texto completo

Resumen

This study investigated demographic characteristics of 240 Chamber of Commerce members in terms of their expectations for customer service in hotels. Subjects reported their age, gender, marital status, race, educational level, income level and ethnicity, and completed a 26-item questionnaire which measured expectations for customer service. Principal components analysis was used to reduce the 26 items to five dimensions of service quality, and multivariate analysis of variance was used to evaluate the effect of the demographic variables on those dimensions. Gender of the customer was found to

Los estilos APA, Harvard, Vancouver, ISO, etc.

12

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.

Texto completo

Los estilos APA, Harvard, Vancouver, ISO, etc.

13

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.

Texto completo

Los estilos APA, Harvard, Vancouver, ISO, etc.

14

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.

Texto completo

Resumen

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).

Los estilos APA, Harvard, Vancouver, ISO, etc.

15

Chen, I.-Ting. "Customer service attributes and customer satisfaction in Taiwanese rural hotels." Thesis, Sheffield Hallam University, 2013. http://shura.shu.ac.uk/23506/.

Texto completo

Resumen

Tourism and Hospitality is a service-intensive industry that is dependent on the quality of customers' service experiences and their consequent assessments of satisfaction or dissatisfaction and behavioural intentions. The management of services and measurement of customer satisfaction is thus of crucial importance to the tourism industry and is becoming increasingly important as a result of the growing tourism and hospitality industry in Taiwan. This especially applies to the phenomenon of Taiwanese small rural hotels, which have been growing substantially from 65 hotels in 2003 to 3,407 hote

Los estilos APA, Harvard, Vancouver, ISO, etc.

16

Caccamo, Debora <1995&gt. "Customer Satisfaction e Customer Service: analisi del caso aziendale Ikea." Master's Degree Thesis, Università Ca' Foscari Venezia, 2019. http://hdl.handle.net/10579/15775.

Texto completo

Resumen

La tesi ha l’obiettivo di evidenziare l’importanza del cliente, ormai parte determinante per il successo aziendale. Un orientamento “clintocentrico”,infatti, provoca un concreto differenziale competitivo, divenendo un fattore critico di successo per la crescita aziendale. Affinché si possa conseguire l’obiettivo di orientamento alla clientela in maniera efficace è indispensabile il supporto di una misurazione oggettiva e costante. Si è analizzato in particolare il modello di Kano, il quale permette all’impresa di identificare l’efficacia dei singoli requisiti del prodotto in relazione alla sod

Los estilos APA, Harvard, Vancouver, ISO, etc.

17

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.

Texto completo

Los estilos APA, Harvard, Vancouver, ISO, etc.

18

Åberg, Emil, and Yeshodeep Khati. "Artificial Intelligence in Customer Service : A Study on Customers' Perceptions regarding IVR Services in the Banking Industry." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75300.

Texto completo

Resumen

Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding IVR Services in the Banking Industry Purpose: The purpose of this paper was to explore consumer perspectives on automated IVRcustomer services. Design/methodology/approach: This research paper was conducted qualitatively, where theresearchers developed a framework and a suggested model based on existing research andcollected primary data from eight interviews with open-ended questions. The collected datawas coded so that the researchers could spot patterns in the responses which were thendiscuss

Los estilos APA, Harvard, Vancouver, ISO, etc.

19

Chi, Yuan, and Yaqi Quan. "Service Quality Perspective and Customer Satisfaction: : Xingya Technical Communication Company." Thesis, Högskolan i Gävle, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24026.

Texto completo

Resumen

Aim: The purpose of this study is to investigate the evaluation and conceptualization of service quality and its interactive impacts for customer satisfaction. This study provides some positive and constructive proposal to make up the service gap ,and provides preliminary results supported by SERVQUAL model to measure the mutual interactions between service quality and customer satisfaction. Service quality and customer satisfaction have been studied by the help of quality dimensions and some suggestions are offered for improving service quality. Methods: The primary data have been collected t

Los estilos APA, Harvard, Vancouver, ISO, etc.

20

Phillips-Orban, Jill. "Are students customers? : a study of freshman students' perceptions on customer service." Virtual Press, 1996. http://liblink.bsu.edu/uhtbin/catkey/1020178.

Texto completo

Resumen

The purpose of this study was to investigate the role of customer service in higher education. Student perceptions of customer service were collected and examined through a survey instrument developed for this study. Two-hundred and seven participants completed the survey resulting in a 23% return rate.Freshmen students at Ball State perceive themselves to be customers entitled to a high quality service through both service areas and academic departments of a university. Results from the survey showed that a majority of the students believe they are the most important group of people at a univ

Los estilos APA, Harvard, Vancouver, ISO, etc.

21

Cassab, Harold. "Multi-channel service : performance and implications for customer retention /." Thesis, Connect to this title online; UW restricted, 2005. http://hdl.handle.net/1773/8749.

Texto completo

Los estilos APA, Harvard, Vancouver, ISO, etc.

22

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.

Texto completo

Los estilos APA, Harvard, Vancouver, ISO, etc.

23

Kwan, Ho Yan. "Customer-company identification in service failure context: the role of service recovery, corporate social responsibility, and customer participation." HKBU Institutional Repository, 2015. https://repository.hkbu.edu.hk/etd_oa/198.

Texto completo

Resumen

In today’s competitive marketplace, simply satisfying customers is no longer sufficient to assure long-term customer-firm relationships, especially for firms that experience a service failure. Companies are now looking for additional ways to secure customer retention and raise customer loyalty. By applying social identity theory, this research empirically explores customercompany identification (customer identification) and its potential predicting factors in a service failure context. Service failures are inevitable but create negative emotions and behaviors in consumers that are directed aga

Los estilos APA, Harvard, Vancouver, ISO, etc.

24

Worawattananon, Prakit. "Customer service driven supply chain segmentation." Thesis, Massachusetts Institute of Technology, 2008. http://hdl.handle.net/1721.1/45247.

Texto completo

Resumen

Thesis (M. Eng. in Logistics)--Massachusetts Institute of Technology, Engineering Systems Division, 2008.<br>Includes bibliographical references (leaves 69-70).<br>The objective of this thesis is to develop a supply chain segmentation model for Company X, which is in the chemical and construction materials industry. The company sells products in an expanding Southeast Asia market. At the same time, it innovates and launches new products to these markets. A major issue for the company to consider is services offered to its customers. The company has to address customer needs, analyze them, and

Los estilos APA, Harvard, Vancouver, ISO, etc.

25

Stathopoulou, Anastasia. "Service variation model in customer relationships." Thesis, City University London, 2012. http://openaccess.city.ac.uk/13516/.

Texto completo

Resumen

This thesis examines the variations of customer relationships across different types of services and it contributes the existing knowledge of service marketing in three main ways. First, it identifies and brings together a coherent and exhaustive set of drivers that can explain repeat purchase behaviours. Second, it identifies the relational bonds which can strengthen or weaken service relationships and repurchase intentions through different service actions. Third, drawing on Theory of Planned Behaviour, it develops a new comprehensive and integrative conceptual framework, applicable to the s

Los estilos APA, Harvard, Vancouver, ISO, etc.

26

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

Texto completo

Resumen

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

Los estilos APA, Harvard, Vancouver, ISO, etc.

27

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

Texto completo

Resumen

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

Los estilos APA, Harvard, Vancouver, ISO, etc.

28

Grass, Marcus. "Performance management systems in customer service." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264205.

Texto completo

Resumen

When management sets performance goals the expectation is that employees should strive to reach them, they are used to drive motivation and increase performance. However, the task of instituting performance goals should not be taken lightly. The goals need to fair, measurable, and accepted by the employees who are to adopt them. There are pitfalls to avoid when setting up performance management systems. If goals are not fair, they can breed resentment against the performance management system. If goals are not easily measurable, their validity in the view of the employees can fade as they cann

Los estilos APA, Harvard, Vancouver, ISO, etc.

29

Polycarpou, Evripides. "Service quality management and customer satisfaction in higher education : quality of services, customer satisfaction and customer behavioural intention in higher education." Thesis, Middlesex University, 2007. http://eprints.mdx.ac.uk/13601/.

Texto completo

Resumen

For the purpose of this project, a modified SERVQUAL instrument has been used to investigate undergraduate student perception of service quality at Cyprus College by determining if gaps existed in student expectation versus the perception of the actual experiences. The researcher acquired answers for five research questions designed to determine the relationship between service quality, student satisfaction, student behavioural intention, and certain demographic variables (gender, nationality, and number of years at the college). The population consisted of 1,398 students, which represented th

Los estilos APA, Harvard, Vancouver, ISO, etc.

30

Olsson, Anette. "Understanding and Enhancing Customer-Agent-Computer Interaction in Customer Service Settings." The University of Waikato, 2007. http://hdl.handle.net/10289/2610.

Texto completo

Resumen

ABSTRACT Providing good customer service is crucial to many commercial organizations. There are different means through which the service can be provided, such as Ecommerce, call centres or face-to-face. Although some service is provided through electronic or telephone-based interaction, it is common that the service is provided through human agents. In addition, many customer service interactions also involve a computer, for example, an information system where a travel agent finds suitable flights. This thesis seeks to understand the three channels of customer service interactions between th

Los estilos APA, Harvard, Vancouver, ISO, etc.

31

Simpson, Eric Phillip. "Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization." Thesis, University of North Texas, 2006. https://digital.library.unt.edu/ark:/67531/metadc5211/.

Texto completo

Resumen

In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationsh

Los estilos APA, Harvard, Vancouver, ISO, etc.

32

Hsu, Wen-chi, and 許文綺. "Customer Service Management." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/47722323915877777167.

Texto completo

Resumen

碩士<br>國立臺北大學<br>企業管理學系<br>89<br>The environment is changing rapidly, and partial service can’t meet the customers’ demand anymore. Only integrated service can satisfy them. Comprehensive model integrating relevant dimension of service management becomes important. This research focuses on the model constructing of customer service management of enterprise. First, the research discussed about the customer service related theory. Then we studied the real world information technology issues and identified the key factors for this model. Finally, we combined both of two parts into

Los estilos APA, Harvard, Vancouver, ISO, etc.

33

Wang, Ta-Wei, and 王大偉. "The impact of service climate on customer satisfaction in customer service center." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/47455443290919869422.

Texto completo

Resumen

碩士<br>開南大學<br>商學院碩士在職專班<br>99<br>To maintain competitive advantages over others, companies are beginning to evaluate customers’ responses to service quality and evaluation as key considerations. Therefore, companies set up customer service centers to provide customers with accurate and reliable information, and also demonstrate good services to customers in order to obtain better business performances. To do so, companies should create better service environment, so that employees can improve on their service performances. Therefore, this article explores the impact of service environment base

Los estilos APA, Harvard, Vancouver, ISO, etc.

34

曾祥瑋. "Partnership between Wafer Foundry Services and Their Customers-from the Perspectives of Customer Service." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/18806828547544882416.

Texto completo

Resumen

碩士<br>國立交通大學<br>經營管理研究所<br>93<br>The formation of a successful partnership between wafer foundry suppliers and their customers has become an important way for the suppliers to maintain their competitive advantage. The objective of this research is to study the characteristic of the partnership; the partnership between wafer foundry suppliers and their customers; and the insight into how to better manage these relationship to ensure success Results indicate that the primary partnership success factors are: communication behavior, level of interdependency, and partnership attributes. It also i

Los estilos APA, Harvard, Vancouver, ISO, etc.

35

Pan, Su-Ching, and 潘素靜. "Service Failure and Service Recovery in Customer Service Center." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/28607277465648262314.

Texto completo

Resumen

碩士<br>大葉大學<br>管理學院碩士在職專班<br>98<br>The service call center has been highly valued in recent years; however, the service quality has been called into question. Therefore, this study aims to investigate and find out the reasons for service failures of the service call center and different types of service recovery by using SSIT (Subjective Sequential Incidents Technique). Sixteen cases about service failures are collected. The subjects are undergraduate students, graduate students, and in-service graduate students in Chang-Hua area. After the analysis of the cases, the following anger points ar

Los estilos APA, Harvard, Vancouver, ISO, etc.

36

Kuo, Zheng-yang, and 郭政揚. "The comparison between voice-enabled customer service systems and traditional customer service systems." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/98n62f.

Texto completo

Resumen

碩士<br>南華大學<br>資訊管理學研究所<br>95<br>This study compares the efficiency and effectiveness among traditional customer service systems, touch-tone telephone automatic customer service systems, and the voice-enabled automatic customer service systems. This study uses the Microsoft SAPI to develop a voice-enabled automatic customer service systems. Users can access the system to retrieve the hospital’s information via the cell-phone or telephone. 　　　We conduct an evaluation to compare those three customer service systems. We collect the turnaround time for each system to finish a customer service acti

Los estilos APA, Harvard, Vancouver, ISO, etc.

37

CHEN-HUNG, FENG, and 馮芊葒. "The impact of artificial intelligence customer service on customer service staff and customers’satisfaction." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/tewee7.

Texto completo

Resumen

碩士<br>淡江大學<br>保險學系保險經營碩士在職專班<br>106<br>Currently, artificial intelligence customer service upgrades the traditional one-to-one customer service model to a new generation, omni-channel, action, and intelligent customer service platform. However, it is still in the initial stage and can only be used for simple services. The purpose of this study is to investigate the impact of artificial intelligence customer serviceon customer service staff and cunstomers’ satisfcation. The impact of artificial intelligence customer deal with the repeatability problems, the service temperature still needs to b

Los estilos APA, Harvard, Vancouver, ISO, etc.

38

Msosa, Steven Kayambazinthu. "Assessing customer service in the Malawian public postal service." Thesis, 2015. http://hdl.handle.net/10321/1364.

Texto completo

Resumen

Submitted in fulfilment of the requirements for the Degree of Master of Management Sciences: Marketing, Durban University of Technology, Durban, South Africa, 2015.<br>Achieving customer satisfaction has been the goal of every organisation. In recent times, the postal business world over has experienced a sharp decline in the volume of mail due to more efficient alternative channels of communication. The dwindling volumes of mail have necessitated that public postal operators diversify into financial services as one way of generating more revenue. The Malawi Posts Corporation (MPC) is faced wi

Los estilos APA, Harvard, Vancouver, ISO, etc.

39

Van, Coller Riana. "Evaluating the service quality within the aftermarket components industry in South Africa." Thesis, 2012. http://hdl.handle.net/10210/7491.

Texto completo

Resumen

M.Comm.<br>Previously the engine components industry relied on being in the game by competing on product availability, product quality and pricing. The cost of not having customer driven strategic plans created certain drawbacks. These include: the use of crisis management (companies being reactive rather than proactive), diverse directions being taken and redundancy, loss of competitive edge and openness to outside influences. Local component manufacturers have to reduce their dependence on OEM manufacturing alone. This means that they will have to move into the after market, locally and over

Los estilos APA, Harvard, Vancouver, ISO, etc.

40

Cheng, Shao-Cheng, and 鄭紹成. "Service Failure, Service Recovery and Customer Respond in Service industry." Thesis, 1997. http://ndltd.ncl.edu.tw/handle/92372228512882135112.

Texto completo

Resumen

博士<br>文化大學<br>國際企業管理研究所<br>85<br>Although the issues of service failure, service recovery and customer respond had been discussed by researchers, the moderating effect of service recoveryon customer respond remain unclearly. Therefore the problem of this study is intending to find out customer respond to service failure regarding to its service recovery. 803 copies of CIT questionnaire survey was taken as the empirical data and the findings are as follows:56.4% of these people think that it

Los estilos APA, Harvard, Vancouver, ISO, etc.

41

黃馨儀. "The Study of Relationship among Service Failure, Service Recovery, Customer Satisfaction and Customer Loyalty." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/35492623933536172488.

Texto completo

Resumen

碩士<br>長榮大學<br>經營管理研究所<br>92<br>Consumers become more and caring about their rights and interests and companies have to review the relationship between consumers and themselves. It is important to retain customer satisfaction in mobile phone services. The service failure is unavoidable in a service delivery process. Service provider’s should through affective service recovery and communication to reduce the negative effect of service failure to customer. It positions service recoveries as an important strategic tool in retaining customers. From this, goal of this research as follows

Los estilos APA, Harvard, Vancouver, ISO, etc.

42

Lin, Wan-I., and 林婉儀. "The Influence of Service Failure and Service Recovery on Customer Relationships and Customer Satisfaction." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/16316445417515549224.

Texto completo

Resumen

碩士<br>淡江大學<br>國際企業學系碩士班<br>100<br>During past few decades, the industrial structure of Taiwan has moved from manufacturing industry to service industry. With the fast growing of service industry, which covers widely, service becomes an indispensable element in our daily lives. In the beginning of 20th century, scholars have already defined the word “service.” During the mid-20th century, more and more research had been done to study this newly emergent industry. Consequently, the thesis is to study the topic -- the influence of service failure and service recovery on customer relationships and

Los estilos APA, Harvard, Vancouver, ISO, etc.

43

Govender, Therashree. "Service quality enhances customer satisfaction." Thesis, 2003. http://hdl.handle.net/10413/4199.

Texto completo

Resumen

The main driving force behind the increasing interest in delivering service quality, is the need to keep customers satisfied and loyal. Companies are realizing that it's far more profitable to service existing customers than it is to develop new ones. As a result, they are doing all they can to strengthen and foster customer relationships. This, in turn, has led to the need for more innovative service quality strategies. Knowledge of one's customers is an important factor. The more information a company has, the more targeted their marketing can be and the better able they are to serve their c

Los estilos APA, Harvard, Vancouver, ISO, etc.

44

Umashankar, Nita. "Cross-selling in customer service." Thesis, 2010. http://hdl.handle.net/2152/ETD-UT-2010-05-1012.

Texto completo

Resumen

Given the increasingly competitive environment characterizing many industries, customer service, specifically, post-sales technical support, has evolved as a key source of differentiation and profits. Against this backdrop, firms are looking to cross-sell products during customer service provision to generate revenue and transition their customer service operations from cost centers to profit centers. However, in the context of customer service, customers are contacting the firm about a product failure and not a purchase need, making cross-selling during customer service provision a challeng

Los estilos APA, Harvard, Vancouver, ISO, etc.

45

李泰成. "CUSTOMER SERVICE PROBLEM:AN EXPLICIT SOLUTION." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/15241472899084354237.

Texto completo

Resumen

碩士<br>國立清華大學<br>統計學研究所<br>92<br>This paper provides an explicit solution to the problem of regulating the stream of customers arriving at a facility so that they do not overload or under-utilize the facility. To do this, a rule by which some arriving customers are sent elsewhere must be decided upon. Although techniques based on optimal control of piecewise deterministic processes can be applied and necessary conditions of optimality such as the dynamic programming verification theorem exists, explicit solutions are difficult, if not impossible, to obtain. In this paper, we first give certain

Los estilos APA, Harvard, Vancouver, ISO, etc.

46

Wu, Peir-jeng, and 吳培錚. "TSMC Customer Partnership Service Strategy." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/74k22x.

Texto completo

Resumen

碩士<br>國立中山大學<br>國際高階經營管理碩士班<br>95<br>Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. A company would quickly lose business to competitors if under estimating the power of services. Therefore, the service management becomes more focus in foundry business. TSMC is the largest pure foundry service company with 50% of market share in foundry business. Customer partnership service is one of the core competences of TSMC. Long- term partnership is what TSMC treats customers an

Los estilos APA, Harvard, Vancouver, ISO, etc.

47

Botha, G. J. (Gesina Jozina). "Translating customer service expectations into supporting business processes." Diss., 2010. http://hdl.handle.net/2263/29553.

Texto completo

Resumen

Over the last few years, there has been tremendous growth in the diversity of products and services offered to customers across all industries. With this increased choice of products and services, the bargaining power of buyers is rising. The products and services offered by the different companies do not vary much, regardless of which companies are selling them. Customers are in the position where they can choose from an array of products and services from more than one company. This shift of power from company to customer forces companies to focus on customer retention and loyalty through im

Los estilos APA, Harvard, Vancouver, ISO, etc.

48

Sheng, Tsai Jui, and 蔡瑞聲. "The Relationship Among Service Quality,Customer Satisfaction And Customer Loyalty With Self-Service Gas Stations." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/66350165864268690892.

Texto completo

Resumen

碩士<br>國立中正大學<br>企業管理研究所<br>101<br>Since 1987, the Taiwanese government permitted setting up the private gas station, and the number of the gas station has been growing rapidly. However, the growth has progressed faster than the vehicle fuel consumption, which causes the average fuel supply of the gas station to decrease gradually. In this highly competitive market, understanding the consumer behavior and the technological innovation can ensure the gas station franchisee to become a leading enterprise. In 2006 Chinese Petroleum Corporation (CPC) started to launch credit card self-service gas st

Los estilos APA, Harvard, Vancouver, ISO, etc.

49

Lee, Chih-Chien, and 李知謙. "Influence Analysis of Service Quality to Customer Loyalty in Fintech Applying to Intelligent Customer Service." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/84fdh5.

Texto completo

Resumen

碩士<br>中原大學<br>企業管理研究所<br>106<br>The era of artificial intelligence (AI) has driven the rise of financial technology (FinTech). Many banks, such as CTBC Bank, E.SUN Bank and O-Bank, have begun to actively implement FinTech services and technologies. Bank lobby’s receptionist robot, online banking’s financial management robot, smart customer service robot, etc., are all examples of FinTech’s smart customer services. All the banks hope to provide the public with faster and more convenient services through FinTech, as well as to enhance service quality and its connotation, thereby increasing custo

Los estilos APA, Harvard, Vancouver, ISO, etc.

50

Shen, Ya-Wen, and 沈雅雯. "Exploring the "Customer-Centered" Medical Services with Service Quality Model." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/96707921031638568815.

Texto completo

Resumen

碩士<br>國立臺灣大學<br>公共衛生碩士學位學程<br>103<br>Background: The Ministry of Health and Welfare announced the top ten causes of death in 2014, the statistics showed the first ranked were the chronic diseases and the mainly death were the malignancy tumor (28.8%), and the primary cause of cancer death were the lung cancer with male and female. The second death ranked were the heart disease (16.9%). Today’s people suffering from coronary artery disease and cancer population increases by every year, and because of the rapidly changing global economic environment, the medical demanders requirements for medica

Los estilos APA, Harvard, Vancouver, ISO, etc.

Ofrecemos descuentos en todos los planes premium para autores cuyas obras están incluidas en selecciones literarias temáticas. ¡Contáctenos para obtener un código promocional único!