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Papers On Business - Management
Page 218 of 920
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Customer Satisfaction Action Research
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A 25 page paper providing methodology and proposal sections of a larger paper addressing airport customer service. The methodology section discusses the nature of action research at length and includes brief discussions of the case study and survey methods of qualitative research that will be employed as well. The proposal section fully describes 4 iterations of the action research project. Includes a table and 3 diagrams. Bibliography lists 11 sources.
Filename: KSresActCustSat2.rtf
Customer Satisfaction and Organizational Behavior
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A 12 page paper reviewing several empirical studies of customer satisfaction. There appears to be relatively few published empirical studies that specifically address the issue of customer satisfaction. Even fewer use the information gained to suggest changes in organizational behavior, at least at systemic levels where those changes can have the greatest effect. Those studies that do exist, however, bring valuable insights that together can lead to a synthesis of the information within them and understanding the theoretical frameworks in which each was undertaken. Bibliography lists 13 sources.
Filename: KScustSatOrgBe.rtf
Customer Satisfaction In Service
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A 6 page paper discussing current views of ways to enhance customer satisfaction in service applications. Service has been a larger contributor to the overall economy for several years, and the trend is only growing. Businesses spend millions on market research and inventive new ways to build new customers, but too many neglect their existing customers and allow them to be unhappy with the service they have received. Despite all the market research and consumer behavior research of recent times, perhaps the best route to increasing customer satisfaction is that paved by small merchants of a less sophisticated era, when there was no discussion of 'company policy' when a customer was unhappy, and the reasonable customer never, ever left unhappy with the solution Bibliography lists 15 sources.
Filename: Custsats.wps
Customer Satisfaction/Profitability v. Production & Quality
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A 12 page research paper that explores the topic of customer satisfaction and how it is related to both profitability and product/service quality. This relationship reveals why customer satisfaction has taken center-stage in the new economic paradigm. No longer is customer satisfaction a cursory consideration to profitability. Customer satisfaction, in many ways, is profitability. Bibliography lists 10 sources.
Filename: khcussat.rtf
Customer Satisfaction: Airlines
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A 10 page paper that investigates customer satisfaction as related to airlines. Formal complaints to the Department of Transportation have increased so much that both this agency and Congress are considering additional laws and regulations to protect the passenger. The essay discusses customer dissatisfaction and provides possible reasons for the lack of response from airlines. One airline, however, continuously receives high ratings. The reasons for this are discussed. Airline rankings are included as are examples. 1 table is included. Bibliography lists 8 sources.
Filename: PGair3.msw
Customer Service
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A 3 page essay in which the writer/tutor relates personal experience that involved poor customer service. Then, the writer discusses what the company involved can do to improve its customer service and offers further observations. Bibliography lists 1 source.
Filename: khcusser.rtf
Customer Service
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7 pages in length. Customer service is the lifeblood of each and every business; from the mom and pop operations with 3 employees to the massive function of Microsoft or Dell, the foundation of successful commerce begins and ends with customer service. That is not to say customer service departments are the primary location for satisfying patrons; rather, every position from the seemingly unrelated behind-the-scenes worker to the very visible front house personnel is directly involved in providing customer service, not just those hired to field complaints. Understanding this simple yet often overlooked element is what separates success from failure. Bibliography lists 9 sources.
Filename: TLCCustSrv.rtf
Customer service
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A twenty page paper which looks at the ways in which companies can improve their customer service rating, in terms of different organisational approaches and structures. Bibliography lists 20 sources.
Filename: JLcustserv.rtf
Customer Service and Culture at Ameritech
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A 30 page paper discussing the
state of customer service and competition at Ameritech one year after its acquisition by SBC
Communications. Ameritech is the "Baby Bell" serving the Midwest states of Illinois, Michigan,
Ohio, Wisconsin and Indiana and was acquired for more than $70 billion in October 1999.
Customer service never has been Ameritech's strong point, but it had let the residential and
business land-line infrastructure decline while it focused on offering long distance service and
entering other related markets. SBC's interest lies in wireless services. Combined, the two have
little interest in meeting the needs of customers using standard connections. To date, Michigan
has imposed legislated sanctions against Ameritech, and Ohio has imposed fines of several million
dollars for Ameritech's lack of responsiveness to customer complaints. The paper examines the
situation and poses several questions for middle managers. Bibliography lists 32 sources.
Filename: KSAmeritech.wps
Customer Service at 3M
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A 10 page paper tracing the evolution of 3M’s customer service from fragmented, erroneous and inefficient to the development of one of the most enviable systems in existence today. 3M’s first step was to develop a vast data warehouse containing all customer, sales and product information, then to link that data warehouse to the company’s website so that customers also can access their own information as well as view every one of the more than 50,000 products that the $16 billion company sells in more than 200 countries. The result is greatly improved customer service that also serves the principles of retention marketing and strategic account management. Bibliography lists 11 sources.
Filename: KSmgmt3MCustSer.rtf
Customer Service at Ameritech
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A 10 page paper examining the gross customer
service problems at the local telephone company serving the upper midwest. Customers wait
weeks for service, and there are many times their telephone service is inoperable. Consumer
complaints have skyrocketed in recent months. The paper examines why this is and what the
company can do about it. The focus of the paper is that of solving problems. Annotated
bibliography lists 13 sources.
Filename: KSAmeriBProb.wps
Customer Service at Ritz-Carlton Hotels
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A 5 page paper discussing some of the techniques that this Baldrige award winner uses to ensure relevant and ongoing superlative customer service. The key is that management remains dedicated to the TQM principle of continuous improvement, refusing to become complacent with the improvements already made. It uses customer requests to make meaningful changes, and then repeats the process with every customer. Bibliography lists 4 sources.
Filename: KSritzCustSer.rtf
Customer Service in the Dot Com Age
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This 10 page paper looks at e-businesses and the importance of customer service. Customer service is also discussed in a general sense.
Bibliography lists 12 sources.
Filename: SA042dot.rtf
Customer Service in the Travel Industry
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A 5 page paper discussing customer service at British travel agency Lunn Poly, followed with a comparison to that of Ritz Carlton Hotels. Though each organization operates within the travel industry, each approaches customer service very differently. Lunn Poly's involvement with travel plans is largely finished once travel begins; Ritz Carlton's involvement is in the active accomplishment of those plans. Each organization serves customers at different points in customers' needs. Bibliography lists 2 sources.
Filename: KStravCustServ.rtf
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