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Thèses sur le sujet « Customer services »

Auteur : Grafiati

Publié le 4 juin 2021

Mis à jour le 25 juillet 2025

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1

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

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Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important be

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Ferraz, Sofia Batista. "Customers as fellows: analyzing customer citizenship behavior in services marketing." Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/.

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Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main purpose of this dissertation threefold. First, we offer theoretical contributions to future studies comprising Customer Citizenship Behavior (CCB). Conducting a systematic review with 92 articles, we suggest new avenues of research regarding theoretical and methodological possibilities. Second, we invest

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Zubari, Sinem. "Customer Value Of Mobile Services." Master's thesis, METU, 2010. http://etd.lib.metu.edu.tr/upload/12612716/index.pdf.

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Mobile devices are becoming widely common today. As the number of mobile devices continue to grow all around the world, its functionality is extending and mobile technologies are gaining more popularity in every aspect of our life. Today, wide range of mobile services is offered to people. The purpose of our study is examining the customer value of mobile services for individuals or citizens. A value model for mobile services has been proposed with five dimensions: Functional Value, Social Value, Emotional Value, Epistemic Value and Economic Value. The effect on each value dimension on Intenti

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Bare, Michael Burnett. "Credit union service organization products and services: Implications, decisions, and strategies." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2930.

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

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

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

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

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Thesis (M.P.A.)--Kutztown University of Pennsylvania, 1997.<br>Source: Masters Abstracts International, Volume: 45-06, page: 2934. Abstract precedes thesis as preliminary leaves 2-3. Typescript. Includes bibliographical references (leaves 39-47).

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

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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolvi

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Lillis, Anne M. "Customer costing responsiveness - an analytical framework." Melbourne, Vic. : University of Melbourne, Dept. of Accounting and Business Information Systems, 2002. http://wff2.ecom.unimelb.edu.au/accwww/research/papers/0202%20ALillis&MAAbernethy.pdf.

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"January 2002" Includes bibliographical references: (p. 31-34). The primary purpose of this study is to develop a framework for identifying the primary drivers of the costs of being customer responsive. The authors' aim is to develop an understanding of the causal drivers of the costs of responsiveness as these costs are considered to be an important input to strategic and tactical decisions. In developing this framework, the paper links the characteristics of responsive manufacturing from the operations management literature with the insights from studies in the accounting literature relati

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Dean, Alison Mary 1950. "Delivering service quality in call centres : customers' responses and frontline employees' views." Monash University, Dept. of Management, 2004. http://arrow.monash.edu.au/hdl/1959.1/5255.

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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.

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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

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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/.

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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

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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/.

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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

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Mortensen, Wayne. "Customer-supplier relations in the Australian information technology and telecommunications industry : a strategic perspective." Monash University, Faculty of Business and Economics, 1997. http://arrow.monash.edu.au/hdl/1959.1/8075.

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Binza, Mzikayise Shakespeare. "An evaluation of policies for attaining excellence in service delivery in the Port Elizabeth municipality." Thesis, Port Elizabeth Technikon, 2000. http://hdl.handle.net/10948/d1006186.

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This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former govern

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

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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

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Schoefer, Klaus. "Customer evaluations of service failure and recovery encounters : the case of travel and tourism services." Thesis, University of Nottingham, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.251754.

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Bartels, Judith. "Audit of the Salesforce.com application for ABC Inc." Menomonie, WI : University of Wisconsin--Stout, 2005. http://www.uwstout.edu/lib/thesis/2005/2005bartelsj.pdf.

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Dyer, Paul L. "The service encounter a meta theory of the customer/organization interaction and empirical tests of portions of the theory /." Access abstract and link to full text, 1989. http://0-wwwlib.umi.com.library.utulsa.edu/dissertations/fullcit/9013730.

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Mouton, Estelle. "Studente se persepsies van klientediens deur 'n akademiese departement." Pretoria : [s.n.], 2001. http://upetd.up.ac.za/thesis/available/etd-06102003-153400/.

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Chan, Wa Kimmy. "Three studies on understanding customer relationship management in services customer-firm affection, customer-staff proximity, and customer co-production /." Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B39794039.

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Chan, Wa Kimmy, and 陳華. "Three studies on understanding customer relationship management in services: customer-firm affection, customer-staff proximity, and customer co-production." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2008. http://hub.hku.hk/bib/B39794039.

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The Best PhD Thesis in the Faculties of Architexture, Arts, Business & Economics, Education, Law and Social Sciences (University of Hong Kong), Li Ka Shing Prize, 2007-2008.<br>published_or_final_version<br>Business<br>Doctoral<br>Doctor of Philosophy

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Chakrabarty, Anita. "Customer value and financial services distribution channels." Thesis, University of Nottingham, 2017. http://eprints.nottingham.ac.uk/35694/.

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This research effort seeks to investigate the co-creation of customer value in distribution channels of financial services as perceived by customers. In financial services, an in-depth investigation of customer value is necessary because of its recognised strategic imperative for competitive advantage (Woodruff, 1997). The Service Dominant Logic further demonstrates the importance of customer value as the basis of customers’ evaluations of products or service offerings (Vargo and Lusch, 2004). Customer value assessments are typically based on core services. However, core services are rapidly c

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Saiverová, Denisa. "The Customer satisfaction with the rehabilitation services." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-9366.

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The graduation theses deals with the customer satisfaction -- in this case patients - with the rehabilitations services in the Rehabilitation Institute Kladruby. The theoretical part defines the general conditions of the service quality by ISO standards 9000 and the relevant literature, outlines the improving of service quality, explain the conception of the customer satisfaction, outlines the possibilities of it's measuring and improving. The theses finds satisfaction or dissatisfaction of the patients with the certain areas by the questionnaire investigation. Areas of investigation are for e

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Chen, Yi Xin. "Customer concentration and sales smoothing." Thesis, University of Macau, 2018. http://umaclib3.umac.mo/record=b3959239.

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Chihombori, Rumbidzai Anna. "The mediating role of mobile technology in the linkage between customer satisfaction and customer loyalty." Thesis, University of Fort Hare, 2012. http://hdl.handle.net/10353/d1013388.

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The main objective of this study was to critically investigate the mediating role that the use of mobile technology plays in the linkage between customer satisfaction and customer loyalty in a semi-urban environment. The research problem focused on the application of mobile technology in the linkage between customer satisfaction and customer loyalty in the clothing industry in King Williams Town. In accomplishing this objective, this research study hypothesised that mobile technology plays a mediating role in the linkage between customer satisfaction and customer loyalty of customers of clothi

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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction." Thesis, The University of Sydney, 2002. http://hdl.handle.net/2123/580.

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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This mean

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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.

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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

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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.

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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

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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.

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Louw, Mariska. "Die kwaliteit van diensherstel van 'n lojaliteitsprogram binne die landbou-bedryf in Suid-Afrika." Diss., University of Pretoria, 2001. http://hdl.handle.net/2263/29535.

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AFRIKAANS: Bestuurders en personeel van dienslewering instansies staar huidiglik meer intensiewe klantediens eise in die gesig as ooit tevore. Vandag se klante is beter ingelig, stel meer vereistes en is meer self geldend wanneer diensprobleme ontstaan. Dit is gedeeltelik die gevolg van 'n styging in die vraag na toegevoegde waarde by produkte en dienste wat deur klante aangekoop word. Die klant se vraag na waarde lei tot 'n sterker fokus op 'n kombinasie van kwaliteit, billike pryse en goeie diens. Wanneer diensfalings ontstaan kan die diensverskaffer se reaksie die band versterk tussen die o

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Santos, Raquel Alexandra Duarte. "Study of the determinants for the quality of banking services and customer loyalty." Master's thesis, Instituto Superior de Economia e Gestão, 2014. http://hdl.handle.net/10400.5/7893.

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Mestrado em Finanças<br>A qualidade percebida e a satisfação dos clientes são elementos essenciais para a competitividade das instituições bancárias. Assim, é importante identificar os fatores que confinam a perceção de qualidade e satisfação do ponto de vista dos clientes que utilizam esse tipo de serviço. A realização deste trabalho tem como principal objetivo identificar os fatores mais relevantes para os clientes na avaliação da Qualidade do serviço de uma instituição bancária. Como objetivos secundários pretende-se saber se os atuais clientes se encontram satisfeitos com os serviços que

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Campbell, Charlene. "Burnout in a customer services environment / C. Campbell." Thesis, North-West University, 2003. http://hdl.handle.net/10394/368.

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The recent worldwide shift in focus from goods production to service provision in Western countries has resulted in the expansion of the service sector. The front-line worker has become a central figure in the new workplace, forming an important link between the company and the customer. The nature of the interaction between customer service staff and clients influences the perceived quality of service rendered by the company. Call centre work requires a high degree of personal contact with the public and the performance of emotional labour. Previous research found emotional labour to be a sig

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Silva, Pedro Miguel Freitas da. "Antecedents of customer loyalty in multiple play services." Master's thesis, Universidade de Aveiro, 2012. http://hdl.handle.net/10773/10384.

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Mestrado em Gestão<br>With the development of the technology, the number of multiple play service subscribers has increased. Sooner or later, each consumer faces the decision of choosing a service supplier. This study developed, and empirically tested a structural model examining the antecedents of loyalty towards their supplier. Additionally, this study also compares the perceived level of impact regarding loyalty and its antecedents on two groups of consumers, stayers and switchers. Reliability analysis, exploratory factor analysis and linear regressions techniques were used to evaluate the

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Saari, T. (Tomi). "Customer journey analysis in household waste management services." Master's thesis, University of Oulu, 2019. http://jultika.oulu.fi/Record/nbnfioulu-201906052409.

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Abstract. This Master’s Thesis studies the customer journey, value elements and the customers’ broad value creation process in the business context of private household waste management for first-time house-owners. The main research question is defined as follows: What are the value elements for the customer in different touchpoints of the customer journey upon acquiring and using private household waste management services? The objective is to create a customer journey map for the case company’s defined segment of first-time house-owners, and to provide relevant research data and insight abou

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Davis, G. Scott. "Customer satisfaction for professional Services Group, Inc. development of an online customer satisfaction survey /." Online version, 2003. http://www.uwstout.edu/lib/thesis/2003/2003davisg.pdf.

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Walter, Ute. "Drivers of customers' service experiences : a customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities." Doctoral thesis, Örebro universitet, Restaurang- och hotellhögskolan - Grythytte Akademi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-14826.

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It is essential for service companies to understand how their customer service experiences are formed. This is especially important since service experiences are highly subjective and involve customers cognitively, emotionally and behaviorally. Although customer service experiences are a well recognised research topic in both, culinary arts and service research, dynamic interactions, activities and the customers’ active involvement have so far gained little attention. As a consequence the approach in previous research paints a rather static picture of customer service experiences. By introduci

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Burnham, Thomas Adams. "Measuring and managing consumer switching costs to improve customer retention in continuous services /." Digital version accessible at:, 1998. http://wwwlib.umi.com/cr/utexas/main.

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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/.

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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

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Felix, Amoah. "Customer relationship management practiced by KOSAB." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.

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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used b

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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.

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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

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

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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

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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.

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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

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Mostert, Konrad Egbert. "Assessing service quality in business-to-business relationships within the international telecommunications carrier market." Thesis, 2012. http://hdl.handle.net/10210/6205.

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M.Comm.<br>The objectives of this study are : To determine customers' perception of service quality of international telecommunications carrier services delivered by Telkom in the business-tobusiness relationships with carriers in Europe; To establish whether differences in service quality exist among the selected business customers; To identify and examine customers' needs and expectations regarding the service delivery by Telkom; To assess how well Telkom is currently performing relative to specific customer needs and expectations; To determine some of Telkom's strengths and weaknesses

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Meyer, Erwin Martin. "An analysis of customer service in an optometric practice." Thesis, 2012. http://hdl.handle.net/10210/5886.

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M.Comm.<br>The importance of service is constantly increasing in most economies (Gronroos 1988), and service is becoming exceedingly vital to success for manufacturers of goods as well. Service is very frequently referred to as the definitive competitive tool (Kyj 1987; Coppett 1988) and some writers (Quinn and Gagnon 1986) have warned that services if not managed suitably could follow manufacturing into decline, as inattention to quality, emphasis on scale economies, and short-term orientation predominates. Indeed Levitt (1981) has questioned the services-goods dichotomy, and states that all

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Beedassy, Ray. "Service quality expectations and perceptions of staff and customers at travel agencies, Gauteng." Thesis, 2012. http://hdl.handle.net/10210/6680.

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M.B.A.<br>In recent years South African travel industry has been facing ferocious competition. The competitive business environment has driven managers to consider the performance of their organizations in order to increase market share, or in other words, improve the quality of service as the ultimate weapon for achieving high performance. The delivery of service quality to customers requires a congruence in the perceptions of the customers and the providers of service. The aim of this research is to examine if there are any statistically significant differences in the perceptions of received

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Pieterse, Joseph Erasmus. "Antecedents influence the different gaps in the service quality model within a financial services institution." Thesis, 2014. http://hdl.handle.net/10210/9163.

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Redda, Ephrem Habtemichael. "Electronic banking services in South Africa : service quality scale development and validation / Ephrem Habtemichael Redda." Thesis, 2015. http://hdl.handle.net/10394/16547.

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The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality.

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Olivier, H. W. "The use of a customer satisfaction index (CSI) to improve customer service in a financial services environment." Thesis, 2012. http://hdl.handle.net/10210/5427.

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M.Comm.<br>The aim of this study was to prove the effectiveness of a Customer Service Index in improving customer service in a financial services environment. For this purpose, the implementation of a CSI in WesBank Corporate Finance was used as a case study. The success of this service strategy was dependent upon constant interaction with the customer in order to identify specific needs, to measure the delivery of these requirements, and to monitor the responses received from the customer base. By making comparisons between the two CSI's used, it was possible to discern a significant improvem

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