Literatura académica sobre el tema "Customer service"
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Artículos de revistas sobre el tema "Customer service"
Raheem, A. Abdul. "Assessment of Quality Service in Public Sector Banks: an Empirical Analysis (an Application of Linear Model)". Ushus Journal of Business Management 5, n.º 1 (10 de enero de 2006): 9–20. http://dx.doi.org/10.12725/ujbm.7.2.
Texto completoSukmawan, Rio y Zulganef Zulganef. "The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review". International Journal of Business, Economics, and Social Development 4, n.º 1 (2 de febrero de 2023): 32–37. http://dx.doi.org/10.46336/ijbesd.v4i1.366.
Texto completoHapsari, Indri y Murini Murini. "Pengaruh Kualitas Pelayanan, Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah PT Bank Syariah Mandiri Kendari". Jurnal Ilmu Manajemen Sosial Humaniora (JIMSH) 4, n.º 2 (7 de octubre de 2022): 88–95. http://dx.doi.org/10.51454/jimsh.v4i2.699.
Texto completoXie, Lishan, Dongmei Li y Hean Tat Keh. "Customer participation and well-being: the roles of service experience, customer empowerment and social support". Journal of Service Theory and Practice 30, n.º 6 (25 de septiembre de 2020): 557–84. http://dx.doi.org/10.1108/jstp-11-2019-0228.
Texto completoDwita, Febrisi y Leony Agustine. "Creating Customer Satisfaction to Customer Loyalty: The Role of Service Quality in Every 'Moment of Truth'". Business and Entrepreneurial Review 23, n.º 1 (15 de junio de 2023): 51–68. http://dx.doi.org/10.25105/ber.v23i1.15481.
Texto completoAchmad Rasyid Jauhari, Hanif y 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, n.º 1 (14 de mayo de 2022): 1–8. http://dx.doi.org/10.61317/jc.v1i1.7.
Texto completoMamun, Sukron y Tri Hadmiatin Ningsih. "Implementasi Strategi Layanan Teknologi Digital Banking dan Service Quality dalam Perspektif Nasabah pada Perbankan Syariah (Study kasus pada Bank Syariah Mandiri KCP Tomang)". Jurnal Ekonomi Syariah Pelita Bangsa 6, n.º 02 (31 de octubre de 2021): 223–33. http://dx.doi.org/10.37366/jespb.v6i02.249.
Texto completoTerziev, Venelin, Vanya Banabakova y Marin Georgiev. "Customer's profitability analyses and customer service policies". Journal of Innovations and Sustainability 3, n.º 3 (1 de septiembre de 2017): 39–48. http://dx.doi.org/10.51599/is.2017.03.03.39.
Texto completoWahyuni, Alida, Mungky Hendriyani y 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, n.º 1 (30 de junio de 2022): 22–28. http://dx.doi.org/10.56486/remittance.vol3no1.186.
Texto completoNelly, 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, n.º 1 (14 de julio de 2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.
Texto completoTesis sobre el tema "Customer service"
Raja, Abbas Haider, Chokaew Koobgrabe y 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 completoTitle: Customer Satisfaction toward TrueMove Customer Service
Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?
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.
Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.
Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.
Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.
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 completoQC 20160516
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 completoAkele, 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 completoHeath, 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 completoDissertation (MCom)--University of Pretoria, 2012.
Marketing Management
MCom
Unrestricted
Hamer, Susan E. "Ontario Superhost ... : what is its value to service providers? /". Online version of thesis, 1996. http://hdl.handle.net/1850/12337.
Texto completoTronvoll, 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 completoIt is vital for every service provider to get feedback from its customers.
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.
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 unfavourable service experience should be encouraged to complain, because if not, the provider risks losing the customer and thus future revenue.
Previous research within complaint behaviour has mainly focused on the static description of motivation, antecedents, or the outcome response of complaint behaviour. The research has mainly explored different features linked to the market, the provider, the service and/or individual customer’s issues. To learn more about the customer’s complaint behaviour there is a need to take a dynamic and processual approach. This may help providers to serve customers more correctly and prevent unfavourable service experiences.
The main aim of this dissertation is to enhance the knowledge of the dynamic behavioural processes in customer complaint behaviour. The dissertation will contribute to conceptualise different aspects of customer complaint behaviour. In addition, the dissertation will give an empirical grounded understanding of contextual and emotional aspects that may help to recognize the complexity of the complaint behaviour process.
The contribution is a portrayal of different models describing the dynamic process of complaint behaviour including a new customer complaint behaviour model. Customer complaint behaviour is viewed as action and reaction - as a dynamic adjustment process that occurs during and/or after the service interaction, rather as a post-purchase activity. In order to capture these adjustments, a new conceptual complaint model is suggested which holds three thresholds for complaint behaviour and emphasis three different behavioural categories in the complaint process. Further, the dissertation gives an explanation of contextual and emotional issues that influence the complaint behaviour. The dissertation also includes an epistemological framework to anchor the paradigmatic belongings of service research as a basis for the design of studies in the area of customer complaint behaviour.
Henriksson, Alexander y 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 completoTronvoll, 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 completoMtshiselwa, Mkhululi Terrence. "A customer service strategy for Ngqura Container Terminal". Thesis, Nelson Mandela Metropolitan University, 2014. http://hdl.handle.net/10948/8955.
Texto completoLibros sobre el tema "Customer service"
Customer service. Brooklyn, N.Y: Melville House, 2008.
Buscar texto completopublishing, South western educational. Customer service. southwestern educational publishing: cincinati, 2001.
Buscar texto completoNational Association of Home Builders (U.S.). Remodelors Council., ed. Customer service. Washington, D.C. (1090 Vermont Ave., NW, Washigton 10005): Home Builders Institute, 1993.
Buscar texto completoCustomer service. 2a ed. Australia: South-Western Cengage Learning, 2011.
Buscar texto completoInstitute for Computer Capacity Management., ed. Managing customer service. Milpitas, CA (P.O. Box 361556, Milpitas 95035): Institute for Computer Capacity Management, 1989.
Buscar texto completoGerson, Richard F. Beyond customer service: Keeping customers for life. Los Altos, Calif: Crisp Publications, 1992.
Buscar texto completoPeters, Glen. Benchmarking customer service. London: Pitman, 1994.
Buscar texto completoMartin, William B. Quality customer service. 3a ed. Menlo Park, Calif: Crisp Publications, 1993.
Buscar texto completoLibrary, San Francisco Public. [Customer service plan]. [San Francisco, Calif: San Francisco Public Library, 1999.
Buscar texto completoNorweb. Customer service manual. [Manchester]: Norweb, 1989.
Buscar texto completoCapítulos de libros sobre el tema "Customer service"
Bryson, John R., Jon Sundbo, Lars Fuglsang y Peter Daniels. "Customer First: Understanding Customers". En Service Management, 147–63. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-52060-1_8.
Texto completoCritchley, Sarah. "Customer Service". En Dynamics 365 Essentials, 51–119. Berkeley, CA: Apress, 2020. http://dx.doi.org/10.1007/978-1-4842-5911-5_3.
Texto completoCritchley, Sarah. "Customer Service". En Dynamics 365 CE Essentials, 41–126. Berkeley, CA: Apress, 2018. http://dx.doi.org/10.1007/978-1-4842-3973-5_2.
Texto completoWoodland, Colin. "Customer Service". En Improving Productivity and Service in Depot Businesses, 143–46. New York: Productivity Press, 2022. http://dx.doi.org/10.4324/9781003323822-6.
Texto completoGroth, Markus y Robyn E. Goodwin. "Customer service." En APA handbook of industrial and organizational psychology, Vol 3: Maintaining, expanding, and contracting the organization., 329–57. Washington: American Psychological Association, 2011. http://dx.doi.org/10.1037/12171-009.
Texto completoHallam, Jed. "Customer Service". En The Social Media Manifesto, 130–39. London: Palgrave Macmillan UK, 2013. http://dx.doi.org/10.1057/9781137271426_13.
Texto completoSanchez, Andres R. "Customer Service". En Technical Support Essentials, 201–23. Berkeley, CA: Apress, 2009. http://dx.doi.org/10.1007/978-1-4302-2548-5_10.
Texto completoDarnell, Roger. "Customer Service". En The Communications Consultant's Foundation, 89–96. New York: Routledge, 2021. http://dx.doi.org/10.4324/9781003177951-13.
Texto completoMoini, Jahangir y Morvarid Moini. "Customer service". En Fundamentals of U.S. Health Care, 100–115. Abingdon, Oxon; New York, NY: Routledge, 2017.: Routledge, 2017. http://dx.doi.org/10.4324/9781315620374-5.
Texto completoJones, Peter y Steve Baron. "Customer Service". En Retailing, 51–54. London: Macmillan Education UK, 1991. http://dx.doi.org/10.1007/978-1-349-12151-9_13.
Texto completoActas de conferencias sobre el tema "Customer service"
Kimita, Koji, Yohei Yoshimitsu, Yoshiki Shimomura y Tamio Arai. "A Customers’ Value Model for Sustainable Service Design". En ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49564.
Texto completoXu, Lu. "Managing customer services: Customer knowledge management in service innovation". En 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959325.
Texto completoPadeletti, Alfred, Berthenia Coltrane y Richard Kline. "Customer service". En the 33rd annual ACM SIGUCCS conference. New York, New York, USA: ACM Press, 2005. http://dx.doi.org/10.1145/1099435.1099504.
Texto completoWeese, Aslhey y Dana Peiffer. "Customer service". En the 2013 ACM annual conference. New York, New York, USA: ACM Press, 2013. http://dx.doi.org/10.1145/2504776.2504804.
Texto completoVlckova, Vladimira y Lucie Podskubkova. "CUSTOMER SERVICE QUALITY IN B2B MARKET FROM THE BUYER’S PERSPECTIVE". En Business and Management 2018. VGTU Technika, 2018. http://dx.doi.org/10.3846/bm.2018.40.
Texto completoOki, Kazuhiro, Kentaro Watanabe, Ryosuke Chiba y Yoshiki Shimomura. "A Method for Supporting Service Design Based on Multiple Domain Knowledge". En ASME 2010 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2010. http://dx.doi.org/10.1115/detc2010-29032.
Texto completoSajid Ahmed, Shaikh. "Calibration Laboratories Challenges - Service Quality". En NCSL International Workshop & Symposium. NCSL International, 2018. http://dx.doi.org/10.51843/wsproceedings.2018.39.
Texto completoYe, Chen y Zhang Hui. "The impact of customer to customer interaction on service company-customer relationship quality". En 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959303.
Texto completoZannrni, Eyad, Qusay Al-salami y Fatma El-Zelawi. "Customer Satisfaction on Online Shopping Service Quality During Covid-19 Spreading". En 4th International Conference on Administrative & Financial Sciences. Cihan University-Erbil, 2023. http://dx.doi.org/10.24086/icafs2023/paper.893.
Texto completoThi Phuong Anh, Le y Edwin Rajah. "Using Chatbots in Customer Service: A Case Study of Air New Zealand". En Rangahau Horonuku Hou – New Research Landscapes, Unitec/MIT Research Symposium 2021. Unitec ePress, 2022. http://dx.doi.org/10.34074/proc.2206011.
Texto completoInformes sobre el tema "Customer service"
Kramer, Mitchell. Customers’ Requirements for Customer Service. Boston, MA: Patricia Seybold Group, septiembre de 2007. http://dx.doi.org/10.1571/psgp09-06-07cc.
Texto completoSeybold, Patricia. Branded Customer Service. Boston, MA: Patricia Seybold Group, septiembre de 2005. http://dx.doi.org/10.1571/br9-29-05cc.
Texto completoMarshak, Ronni. Offshore Customer Service. Boston, MA: Patricia Seybold Group, febrero de 2012. http://dx.doi.org/10.1571/ht02-02-12cc.
Texto completoIyer, Ananth, Michael Hoeck y Amanda Thompson. INDOT Customer Service. West Lafayette, IN: Purdue University, 2006. http://dx.doi.org/10.5703/1288284313374.
Texto completoSeybold, Patricia. Four Reasons Why Customers Prefer Twitter for Customer Service. Boston, MA: Patricia Seybold Group, septiembre de 2013. http://dx.doi.org/10.1571/psgp09-19-13cc.
Texto completoSeybold, Patricia. Customer Service Tool Kit. Boston, MA: Patricia Seybold Group, noviembre de 2005. http://dx.doi.org/10.1571/toolkitcusserv.
Texto completoMarshak, Ronni. Improving Wretched Customer Service. Boston, MA: Patricia Seybold Group, julio de 2013. http://dx.doi.org/10.1571/bp07-03-13cc.
Texto completoKramer, Mitchell. Lessons in Customer Service. Boston, MA: Patricia Seybold Group, marzo de 2006. http://dx.doi.org/10.1571/cs3-9-06cc.
Texto completoKramer, Mitchell. Customer Service Evaluation Framework. Boston, MA: Patricia Seybold Group, mayo de 2010. http://dx.doi.org/10.1571/fw05-27-10cc.
Texto completoKramer, Mitchell. Microsoft: Competitive in Customer Service. Boston, MA: Patricia Seybold Group, diciembre de 2016. http://dx.doi.org/10.1571/pp12-02-16cc.
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