Relevant bibliographies by topics / Customer service

Contents

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

Academic literature on the topic 'Customer service'

Author: Grafiati
Published: 4 June 2021
Last updated: 25 July 2025

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Journal articles on the topic "Customer service"

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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 600–602. https://doi.org/10.5281/zenodo.7748517.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th
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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 746–48. https://doi.org/10.5281/zenodo.7788398.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th
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Desrinawati Tindaon and Sudianto Manullang. "Analisis Sistem Antrian Pada Masa Pasca Covid’19 Dengan Model Multi Channel-Multi Phase Dalam Optimalisasi Pelayanan Nasabah Bank BRI Unit Aek Kanopan (Labura)." Student Scientific Creativity Journal 1, no. 3 (2023): 179–89. http://dx.doi.org/10.55606/sscj-amik.v1i3.1357.

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Administrative and banking services at PT. Bank BRI Unit Aek Kanopan (Labura) has 2 services consisting of teller services and customer service services. Teller services and customer service services often experience queues of customers coming and making service transactions. This study aims to determine the optimal level of the queuing system for teller service and customer service with the help of C Sharp application. This study discusses the shape of the queuing model. The queuing model used is Multi Channel-Multi Phase with the control notation type (M/G/2)∶ (FIFO/∞/∞). The Multi Channel-M
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Achmad Rasyid Jauhari, Hanif, and Mujahid Shiroth Rasyid Jauhari. "CUSTOMER SERVICE STRATEGY IN INCREASING THE NUMBER OF CUSTOMERS AT BANK BJB SYARIAH BRAGA BRANCH OFFICE." Journal of Public Administration 1, no. 1 (2022): 1–8. http://dx.doi.org/10.61317/jc.v1i1.7.

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Very tight competition in the world of banking services business has forced banking service companies to compete for the hearts of customers. Every company wants to maintain its presence in customers in order to survive and expand market share. To be able to entering the market, the company is required to meet customer needs by improving services. Bank bjb Syariah Braga Branch Office preparing staff employees who are able to handle their customers, which is usually called customer service. Customer service has the main task of providing services and fostering good relations with customers, the
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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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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression a
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Rahayu, Sri, and Lela Nurlaela Wati. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN." Jurnal Ekobis : Ekonomi Bisnis & Manajemen 8, no. 2 (2020): 117–22. http://dx.doi.org/10.37932/j.e.v8i2.41.

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This study aims to analyze empirical evidence of the effect of service quality on customer satisfaction and its impact on customer loyalty at PT Indovisual Service Solution Jakarta. Samples in this study were 124 customers, probability sampling techniques, namely sampling techniques that provide equal opportunities for each element (member) of the population to be selected as sample members. Analysis of the data used is Structural Equation Modeling (SEM). empirical research results Service quality has a positive and significant effect on customer satisfaction. These results indicate that by im
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Kurnia, Fachreza Eka, Achsania Hendratmi, Saiful Anam, and Muhammad Nur Miftakhul Ivanda. "Pengaruh Kualitas Pelayanan Islam terhadap Loyalitas Pelanggan dengan Mediasi Kesenangan Pelanggan pada Penginapan Syariah di Mojokerto." Jurnal Ekonomi Akuntansi dan Manajemen 22, no. 2 (2023): 161. http://dx.doi.org/10.19184/jeam.v22i2.39501.

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This study's objective is to investigate the relationship between the quality of sharia-compliant customer service and the degree of customer loyalty, with the satisfaction of customers serving as a moderating variable. The participants in this study were customers who had previously utilised the services provided by sharia inns in Mojokerto. The research was carried out in a number of sharia inns in Mojokerto. The data analysis technique uses Regression Path Analysis. The empirical research results prove that service quality influences customer loyalty and customer satisfaction, and customer
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Farkhan Himie. "Inovasi Pelayanan Pelanggan Berbasis Hasil Indeks Kepuasan Masyarakat (IKM) Di Perusahaan Umum Daerah Air Minum Tirta Moedal Kota Semarang." MIMBAR ADMINISTRASI FISIP UNTAG Semarang 20, no. 1 (2023): 311–24. http://dx.doi.org/10.56444/mia.v20i1.813.

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Improving public services becomes an inevitability for government agencies as public service organizers. No exception for Tirta Moedal Drinking Water Perumda Semarang City, as a Regional Owned Enterprise (BUMD) is also inseparable from the demands of improving the quality of service to customers. Customer service innovation is a response to service problems that do not satisfy the community as customers. Customer dissatisfaction with customer complaints, information services and new connect services is very dominant for customer complaints. The Community Satisfaction Index (IKM) is one of the
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Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.

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Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome
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Dissertations / Theses on the topic "Customer service"

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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.

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<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
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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.

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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
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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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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.

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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
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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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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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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.

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<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
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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.

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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
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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.

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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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Books on the topic "Customer service"

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publishing, South western educational. Customer service. cincinati, 2001.

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National Association of Home Builders (U.S.). Remodelors Council., ed. Customer service. Home Builders Institute, 1993.

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Institute for Computer Capacity Management., ed. Managing customer service. Institute for Computer Capacity Management, 1989.

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Gerson, Richard F. Beyond customer service: Keeping customers for life. Crisp Publications, 1992.

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Peters, Glen. Benchmarking customer service. Pitman, 1994.

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Ford, Lisa. Exceptional Customer Service. F+W Media, Inc., 2009.

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Hill, Curtis. Customer service DNA. Plain Sight Publishing, an imprint of Cedar Fort, Inc., 2015.

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United States. Internal Revenue Service, ed. Customer service guide. 9th ed. Dept. of the Treasury, Internal Revenue Service, 1998.

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Kamin, Maxine. Customer Service Training. Elsevier, 2005.

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Library, San Francisco Public. [Customer service plan]. San Francisco Public Library, 1999.

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Book chapters on the topic "Customer service"

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Bryson, John R., Jon Sundbo, Lars Fuglsang, and Peter Daniels. "Customer First: Understanding Customers." In Service Management. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-52060-1_8.

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Critchley, Sarah. "Customer Service." In Dynamics 365 Essentials. Apress, 2020. http://dx.doi.org/10.1007/978-1-4842-5911-5_3.

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Critchley, Sarah. "Customer Service." In Dynamics 365 CE Essentials. Apress, 2018. http://dx.doi.org/10.1007/978-1-4842-3973-5_2.

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Woodland, Colin. "Customer Service." In Improving Productivity and Service in Depot Businesses. Productivity Press, 2022. http://dx.doi.org/10.4324/9781003323822-6.

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Groth, Markus, and Robyn E. Goodwin. "Customer service." In APA handbook of industrial and organizational psychology, Vol 3: Maintaining, expanding, and contracting the organization. American Psychological Association, 2011. http://dx.doi.org/10.1037/12171-009.

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Hallam, Jed. "Customer Service." In The Social Media Manifesto. Palgrave Macmillan UK, 2013. http://dx.doi.org/10.1057/9781137271426_13.

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Maljak, Hrvoje. "Customer Service." In Encyclopedia of Sustainable Management. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-25984-5_937.

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Maljak, Hrvoje. "Customer Service." In Encyclopedia of Sustainable Management. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-02006-4_937-1.

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Sanchez, Andres R. "Customer Service." In Technical Support Essentials. Apress, 2009. http://dx.doi.org/10.1007/978-1-4302-2548-5_10.

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Darnell, Roger. "Customer Service." In The Communications Consultant's Foundation. Routledge, 2021. http://dx.doi.org/10.4324/9781003177951-13.

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Conference papers on the topic "Customer service"

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Gowri, R., R. Saivenkat, Sandeep V, Thirumalai Murugan R, P. Karthikeyan, and Yoga Priya M. "NLP in Customer Care Centers to Enhance Customer Service." In 2025 International Conference on Data Science, Agents & Artificial Intelligence (ICDSAAI). IEEE, 2025. https://doi.org/10.1109/icdsaai65575.2025.11011576.

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D, Kashif M., Bryan James Dsouza, and Nagesh K. N. "AskMe – A Customer Service Chatbot." In 2025 International Conference on Electronics and Renewable Systems (ICEARS). IEEE, 2025. https://doi.org/10.1109/icears64219.2025.10941047.

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Kimita, Koji, Yohei Yoshimitsu, Yoshiki Shimomura, and Tamio Arai. "A Customers’ Value Model for Sustainable Service Design." In ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49564.

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To solve the current environmental problems, it is necessary to reconsider the current mass production paradigm and create products of higher value, based largely on knowledge and service content, to compensate for volume reduction under the concept of dematerialization. On the basis of this concept, we propose a new engineering discipline to examine services called ‘Service Engineering’. Service Engineering aims to provide services that generate high customer satisfaction. To achieve this, we have developed methods that allow service designers to design and evaluate the design solution from t
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Trifonova, Larisa. "Using service design to improve customer experience in service marketing." In Conferința științifică națională cu participare internațională "Integrare prin cercetare și inovare", dedicată Zilei Internaționale a Științei pentru Pace și Dezvoltare. Moldova State University, 2025. https://doi.org/10.59295/spd2024j.98.

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In today’s world, where competition in the service market is becoming increasingly fierce, creating a unique and memorable customer experience is becoming a key factor in the success of companies. This article examines the use of service design as an effective tool for improving customer experience in services marketing. Service design is an interdisciplinary approach that integrates the methods and principles of design, marketing and management to create high-quality customer experiences. The author analyzes the main components of service design, such as researching customer needs, developing
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Nobilo, Ivana. "CUSTOMER SERVICE SATISFACTION AND CULTURAL DIFFERENCES IN CUSTOMER SERVICE EXPECTATIONS IN SWITZERLAND." In European realities - Power : 5th International Scientific Conference. Academy of Arts and Culture in Osijek, J. J. Strossmayer University of Osijek, 2023. http://dx.doi.org/10.59014/yyng9427.

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Customer satisfaction is a key driver of revenue. This paper investigates possible differences in customer service satisfaction and expectations between Swiss citizens and expatriates. The measurement of customer satisfaction and expectations is based on quantitative research in form of an online survey, where customers were asked to express opinions on statements via satisfaction scales, mapping various interactions with service providers in hospitality, finance, retail industry and analysis. The aim of the paper is to collect the said data as well as to analyze traditional customer satisfact
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Xu, Lu. "Managing customer services: Customer knowledge management in service innovation." In 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959325.

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Bordian, Mihaela. "The influence of factors on customer satisfaction in the selection of logistics service providers." In Simpozion Ştiinţific al Tinerilor Cercetători. Ediţia a 22-a. Academy of Economic Studies, 2025. https://doi.org/10.53486/sstc2024.v1.47.

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Maintaining and increasing customer satisfaction is a key driver of sustainable competitive advantage in the logistics services sector. Customer satisfaction reflects how the delivered product or service meets the customer's expectations. This research aims to identify the determinants in the choice of logistics service providers by customers. Using a method of systematic review of specialized literature published in the international databases Web of Science and Scopus, the bibliometric analysis highlights that the central factor of satisfaction and competitiveness in logistics is service qua
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van Hamond, Jason, Denys Bespalko, Margot Neggers, and Alinda Kokkinou. "Business Benefits and Customer Perceptions in Customer Service Chatbots." In 38th Bled eConference. University of Maribor Press, 2025. https://doi.org/10.18690/um.fov.4.2025.6.

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The implementation of chatbots offers benefits but also causes risks, making it important for companies to understand their customers' perceptions. Benefits and risks were previously researched, but were often limited to specific features. The focus of this research paper is to determine whether businesses have a comprehensive understanding of potential dangers, benefits, and consumer perceptions regarding customer service chatbots. The objectives are to find and understand the relationship between company expectations and customer perceptions, and to describe the risks and benefits associated
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Papadopoulos, Dimitrios, Georgios Karipoglou, Michail Glykas, and Thaleia Dima. "Service Quality in Business Excellence Maturity Assessment." In Ninth International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2023. http://dx.doi.org/10.31410/limen.2023.51.

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Service quality is a critical aspect of business excellence maturi­ty assessment. It refers to the level of excellence achieved in delivering prod­ucts or services to customers. Customer satisfaction and loyalty, as well as a company’s overall reputation and success, are significantly influenced by the quality of its services. This research paper focuses on research related to Service Quality in Busi­ness Excellence Maturity Assessment. In a business excellence maturity as­sessment, service quality is typically evaluated through various metrics and indicators. These may include customer satisf
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Maheshwari, Dr B. Geetha. "A STUDY ON SERVICE QUALITY IN SELECTED BANKS BASED ON CUSTOMER EXPERIENCE WITH SPECIAL REFERENCE TO THOOTHUKUDI DISTRICT." In Transforming Knowledge: A Multidisciplinary Research on Integrative Learning Across Disciplines. The Bhopal School of Social Sciences, 2025. https://doi.org/10.51767/ic250133.

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The importance of the service industry to economic growth has increased on a global scale. An essential component of commercial activity is the service sector. Unlike in the past, public sector banks now confront two significant challenges in the banking business: first, they must compete with private sector banks; second, they must manage their client base effectively by giving them high-quality service and keeping them as customers. Customer service in banks can be thought of as how a client feels about the services he receives from his bank. Every day, the bankers have to deal with rising c
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Reports on the topic "Customer service"

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Kramer, Mitchell. Customers’ Requirements for Customer Service. Patricia Seybold Group, 2007. http://dx.doi.org/10.1571/psgp09-06-07cc.

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Seybold, Patricia. Branded Customer Service. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/br9-29-05cc.

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Marshak, Ronni. Offshore Customer Service. Patricia Seybold Group, 2012. http://dx.doi.org/10.1571/ht02-02-12cc.

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Iyer, Ananth, Michael Hoeck, and Amanda Thompson. INDOT Customer Service. Purdue University, 2006. http://dx.doi.org/10.5703/1288284313374.

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Seybold, Patricia. Four Reasons Why Customers Prefer Twitter for Customer Service. Patricia Seybold Group, 2013. http://dx.doi.org/10.1571/psgp09-19-13cc.

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Seybold, Patricia. Customer Service Tool Kit. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/toolkitcusserv.

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Marshak, Ronni. Improving Wretched Customer Service. Patricia Seybold Group, 2013. http://dx.doi.org/10.1571/bp07-03-13cc.

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Kramer, Mitchell. Lessons in Customer Service. Patricia Seybold Group, 2006. http://dx.doi.org/10.1571/cs3-9-06cc.

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Kramer, Mitchell. Customer Service Evaluation Framework. Patricia Seybold Group, 2010. http://dx.doi.org/10.1571/fw05-27-10cc.

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Kramer, Mitchell. Microsoft: Competitive in Customer Service. Patricia Seybold Group, 2016. http://dx.doi.org/10.1571/pp12-02-16cc.

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