Bibliografias temáticas / Customer services

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Literatura científica selecionada sobre o tema "Customer services"

Autor: Grafiati

Publicado: 4 de junho de 2021

Última modificação: 30 de julho de 2024

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Artigos de revistas sobre o assunto "Customer services"

Meshal Saeed S, Alshahrani, Alshahrani Bander Sayaf Z e Alshahrani Ahmed Saeed A. "Does customer service matter? A customer perception of bank services in Islamic countries". International Journal Of Innovation And Economic Development 1, n.º 2 (2015): 29–38. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.12.2004.

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This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. This exploratory study examines only one bank in specific region in Saudi Arabia, implying a need for additional research applying this combined model and other methods to investigate banking segment. The noticeable spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with customers. Banks are considered as intermediates on financial markets. Therefore, improved and customized service quality could make customers inclined to invest their resources in ways that promote economic growth. In addition to traditional measurement models, the SERVQUAL may contribute to service quality assessment in private banking.

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Sheen, Young Seek. "Effect of Customer Engagement on Customer Value Creation and Subjective Well-being". Asian Journal of Beauty and Cosmetology 21, n.º 2 (29 de junho de 2023): 177–87. http://dx.doi.org/10.20402/ajbc.2022.0027.

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Purpose: This study analyzes the intermediate effect of customer value creation on the relationship between customer engagement and subjective well-being. It highlights the importance of customer engagement and interest while, validating the impact of customer's psychological happiness and satisfaction through customer value creation.Methods: Using the SPSS Ver.21.0 program as an analysis method, this study performed frequency analysis, factor analysis, reliability analysis, and three-stage mediated multi-regression. The survey included 240 customers who experienced experience and demonstration services at the cosmetics stores in Seoul and the metropolitan area from December 3 to 31, 2021. For the analysis, 232 samples were used, excluding 8 samples that were deemed unusable.Results: First, customers who experienced experience and demonstration services in cosmetics stores have a positive effect on customer value creation. Furthermore, this positive effect extends to customers' psychological well-being and satisfaction. Second, in the context of the relationship between customer information and subjective well-being, customer value creation has been demonstrated to have a partial mediating effect.Conclusion: Experience and demonstration services offer by cosmetics stores with high-quality content can enhance customer participation and encourage active customer engagement. Consequently, they contribute in, improving functional satisfaction, enjoyment and social value for customers. By efficiently achieving mutual value creation between companies and customers through leveraging such customer information, these services can function as strategic marketing tools. Moreover, they play a crucial role in completing the image improvement of companies and their cosmetic products by projecting customers' happiness on to cosmetics and services offered.

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Sharma, Nikhil, Himanshi, Manish Singh e Manjula Shanbhog. "Bank Services Analysis". BOHR International Journal of Finance and Market Research 1, n.º 1 (2020): 21–23. http://dx.doi.org/10.54646/bijfmr.004.

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Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.

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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java". International Journal of Business and Management 11, n.º 6 (25 de maio de 2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.

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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.

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Tuyet, Cao Thi Anh, e Bui Thi Tu Quyen. "People's satisfaction when using importation services at Hanoi center for Disease Control in 2021". Journal of Health and Development Studies 06, n.º 05 (30 de outubro de 2022): 60–67. http://dx.doi.org/10.38148/jhds.0605skpt21-097.

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Objective : Describe customer satisfaction when using vaccination services at Hanoi Center for Disease Control in 2021. Methods: Cross-sectional description of more than 300 customers using vaccination services at Hanoi Center for Disease Control. Main findings: Overall satisfaction rate of customers using vaccination services of Immunization Department accounted for 97.7%; The services of the Immunization Department meet an average of 95.5% of the customer's expectations. 99% of the interviewees will definitely come back and/or recommend to others. Conclusions: This study has stated customer satisfaction according to each group of factors. From there, the Center can offer appropriate solutions and policies to maintain and increase customer satisfaction with vaccination services. Keywords: Satisfaction, vaccination services, Hanoi Center for Disease Control

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Sharma, Nikhil, e Himan shi. "Bank Services Analysis". BOHR International Journal of Finance and Market Research 1, n.º 1 (2022): 19–22. http://dx.doi.org/10.54646/bijfmr.2022.04.

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Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. Understanding consumer satisfactionwith service quality has gotten increasingly difficult. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, thegoal of this research study is to report on the findings of selected banking services used by customers in India.

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Dyczkowska, Joanna Alicja. "The Active Customer in Logistics Services". Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, n.º 4 (31 de dezembro de 2019): 43. http://dx.doi.org/10.17951/h.2019.53.4.43-52.

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This article describes the notion of “customer activity” in logistics services as an interaction with providers. We reviewed concepts of customer activity in services offered by logistics service providers (LSPs) in the food sector. We then analysed customer activity in transport, storage and management of services. We used a direct diagnostic survey for comparative analysis of groups of customers. The roles of LSPs in the supply chain and within the framework of cooperation in the business-to-business market are presented. Basic customer activities were examined by studying the supply chain, within which LSPs adapted their processes to the activities of their customers. The research results present the degree of customer activity in supply chains.Theoretical background: Customer activity in logistics services is mainly understood as part of interaction with providers. This study goes beyond this view by focusing on the independent activity of the customer in solutions related to transport, storage and the management of logistics services.Purpose of the article: The purpose of the article was to review concepts of customer activity in services offered by LSPs in food-sector supply chains; customer activity was characterised and applied in exploratory research.Research methods: A literature review, comparison of groups of customers, and a direct diagnostic survey method were all used.Main findings: The perspective of customer activity predominating among customers allows LSPs to pursue different activities on behalf of different groups of customers. This article contributes to research on logistics services while focusing on the concept of customer activity.

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D, Suganthi. "Innovative services provided by airtel". Journal of Management and Science 1, n.º 1 (30 de junho de 2013): 144–52. http://dx.doi.org/10.26524/jms.2013.20.

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Business to consumer marketing it is "the process by which companies create value for customers and build strong customer relationships, in order to capture value from customers in return". For business to business marketing it is creating value, solutions, and relationships either short term or long term with a company or brand. Marketing is used to identify the customer, satisfy the customer, and keep the customer. The adoption of marketing strategies requires businesses to shift their focus from production to the perceived needs and wants of their customers as the means of staying profitable. This study was focusing towards the ―New Innovation of Airtel and its success in the Market‖. The researcher would like to conclude the study by re-emphasizing for the proper service to the customer after the sales is been made, and even the cost of the internet is also not reasonable.

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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, n.º 1 (14 de julho de 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 LamaÂ 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 analysis. Test result show that components of integrated management servicesÂ at theÂ same cost savings affect customer satisfaction. Components of intergrated management service consisting of processes, productivity and quaility, promotion and education,Â physical evidence as well as pricing and other service costs a significant partial effect on customer satisfaction while saving variable products, places and other times, people do not have a significant partial savings in customer satisfaction. Components of physical evidence is the dominant factor affecting customer satisfaction savingsKeyword : Integrated Service Management Component, CustomerÂ Satisfaction

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Suhendra, Asep Dony. "Pengaruh Kualitas Layanan dan Lokasi Terhadap Kepuasan dan Loyalitas Pelanggan pada Don’s Warnet Cikarang". Jurnal Studi Manajemen dan Bisnis 5, n.º 1 (31 de janeiro de 2020): 56–63. http://dx.doi.org/10.21107/jsmb.v5i1.6618.

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Competition in the business world, especially the cafe industry shows an increasing trend. For some internet cafe managers, the importance of creating customer satisfaction and customer loyalty is very important and a primary goal. Managers of internet cafe services are now competing to improve optimal services to achieve these goals .Customer satisfaction and customer loyalty are expressions of feelings or impressions of everyone when using a product or service. This research aims to identify and examine the factors that may affect the customer's satisfaction and loyalty in Don 's Warnet Cikarang . With a sample size of 200 people , the research carried out on the visitors who have used the services of Don 's Warnet , and conducted by purposive sampling technique .The results show that customer satisfaction is positively and significantly influenced by the quality of service and location factors . As for the only customer loyalty is positively and significantly influenced by customer satisfaction factors . The moderating variable frequency of visits and customer's place of residence does not give significant results on satisfaction and customer loyalty .Thus , it can be concluded that in order to get satisfaction and customer loyalty , besides place the business location that is close to the customer's environment , Don 's Warnet should further improve the quality of services , especially in the field of reliability of internet access , responsiveness operators , security environment and a sense of empathy towards the customer . So the satisfaction perceived by customers , is expected to make a loyal customer to the products / services used .

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Teses / dissertações sobre o assunto "Customer services"

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 because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they followed prior to commencement of the programme. This could have a negative effect on their satisfaction levels. It is, therefore, imperative to ensure that all customers who join a lifestyle management programme are motivated and are able to comply with the directives of the programme to ensure the successful completion thereof.
Dissertation (MCom)--University of Pretoria, 2012.
Marketing Management
MCom
Unrestricted

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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 investigate how customers perceive value by engaging in citizenship behaviors towards the company and other customers. Based on 20 interviews, we draw on Holbrook\'s typology of values (1999) and Clary et al. (1998) functional theory to suggest contribution regarding the following dimensions: Efficacy or Quality; Social or Esteem; Play or Peace; and Ethics and Spirituality. Third, considering social exchange and self-completion theory, we propose that by endorsing CSR actions and achieving self-definition goals, customers may inhibit posterior displays of CCB considering that they already obtained satisfaction for helping third parties. Based on 2 experimental studies, we offer support for our proposition with moderation evidence, as well as showing that those participants who perceived a higher entitativity among customers of the companies were more willing to help others in a following situation. Future studies can address the value of CCB by helped customers and employees of the firm. CCB literature is still concentrated on customers who help rather than the ones helped. Other types of citizenship behaviors, such as advocacy, cooperation, and facilitation may comprehend different perceived values and sources of motivation than those explored in this study. Also, regarding our third proposition, studies can evaluate the extent to which those helping behaviors embody self-symbolizing needs and social identifications. Furthermore, the satiation effect of self-completion that we propose in this article happens in a social identity context. Next studies can investigate these effects in other domains, such as self-consistency theory
Consumidores podem precisar de opiniões sobre um novo produto, instruções de como ajustar o equipamento na academia ou até mesmo uma instrução de como fazer o auto check-in na máquina da companhia aérea. As possibilidades de consumidores ajudando uns aos outros variam de acordo com os serviços, enfatizando a sua dinâmica e natureza interdependente. São três os principais propósitos dessa tese. Primeiro, oferecemos contribuições teóricas a futuros estudos no campo do Comportamento Cidadão do Consumidor. Por meio da condução de uma revisão sistemática de 92 artigos, sugerimos novo caminhos para pesquisa teórica e possibilidades metodológicas. Segundo, investigamos como consumidores percebem valor mediante o engajamento em comportamentos cidadãos com a empresa e outros consumidores. Baseado em 20 entrevistas, o estudo está ancorado na tipologia de valores de Holbrook (1999) e teoria funcional de Clary et al. (1998) para sugerir contribuições referentes às seguintes dimensões: Eficácia ou Qualidade; Social ou Estima; Diversão ou Paz; e Ética ou Espiritualidade.Terceiro, considerando Teoria da Troca Social e Teoria da Auto-Complementação Simbólica, propõe-se que, ao endossar ações de Responsabilidade Social Corporativa e atingindo objetivos de auto-definição, consumidores podem inibir demonstrações posteriores de CCB, considerando que eles já obtiveram satisfação por ajudar terceiros. Baseado em dois estudos experimentais, oferece-se suporte para a proposição de evidência de moderação, assim como mostra-se que estes participantes perceberam a alta entitatividade entre consumidores das empresas estão mais propensos em ajudar outros em uma situação subsequente. Estudos futuros podem endereçar o valor do CCB relacionado aos consumidores e empregados ajudados. A literatura de CBB ainda é muito concentrada em consumidores que ajudam, ao invés daqueles que são ajudados. Outros tipos de comportamento de cidadania do consumidor, como advocacia, cooperação e facilitação podem compreender diferentes fontes de valor percebidas e fontes de motivação que aquelea comportamentos explorados neste estudo. Ademais, sobre a nossa terceira proposição, estudos podem avaliar a extensão na qual esses comportamentos de ajuda compreendem necessidades de auto-simbolização e identificações sociais. Por fim, o efeito de saciedade da auto-complementação que se propõe nesse artigo acontece em um contexto de identidade social. Estudos futuros podem investigar esse efeito em outros domínios, como a teoria da auto-consistência

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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 Intention to Use (ITU) is aimed to be determined. A survey instrument for mobile Internet services and short message services (SMS) has been developed to validate the proposed model. After assuring the reliability of instrument with a pilot study, data was collected from 303 people working in information and communication technologies (ICT) sector in Turkey. For analyzing proposed model variance-based structural equation modeling (partial least squares) was used. Before evaluating model, exploratory factor analysis (EFA) was conducted to indentify underlying constructs. Based on EFA results, Functional Value was found to have sub-dimensions namely: Ubiquity Value, Performance Value and Security Value. The measurement model was analyzed using confirmatory factor analysis (CFA). The structural model was analyzed using predictive power. For both mobile Internet and SMS, moderate predictive power has been gathered. Finally, the effect of each value dimension on intention to use (ITU) has been evaluated. Ubiquity Value, Performance Value and Epistemic Value have significant effect on ITU for mobile Internet. On the other hand, Economic Value and Performance Value have significant effect on ITU The indications of this research will be valuable for providing information about customer value of current mobile services.

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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.
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 evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.

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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 relating to the drivers of cost. The paper attempts to model the cost impact when a firm responds to ad hoc demands involving the product customization, variation in product mix, or changes to delivery schedules. The costs emerge as a function of the type of responsiveness and the resource capacity management strategy implemented by the firm. The magnitude and dynamics of market demands and firm response, as well as the inherent flexibility of the firm's resources are seen as influencing the magnitude of the costs of responsiveness. disper

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Livros sobre o assunto "Customer services"

Institute for Computer Capacity Management., ed. Managing customer service. Milpitas, CA (P.O. Box 361556, Milpitas 95035): Institute for Computer Capacity Management, 1989.

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

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Seldman, Marty. Customer tells: Delivering world-class customer service by reading your customers' signs and signals. New York: Kaplan Pub., 2007.

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Daffy, Chris. Once a customer, always a customer: How to deliver customer service that creates customers for life. Dublin: Oak Tree, 1999.

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United States. Western Area Power Administration. Energy Services. Energy Services customer sourcebook. [Golden, Colo.?]: Western Area Power Administration, 1993.

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National Association of Home Builders (U.S.). Remodelors Council., ed. Customer service. Washington, D.C. (1090 Vermont Ave., NW, Washigton 10005): Home Builders Institute, 1993.

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St, Clair Guy. Customer service in the information environment. London: Bowker-Saur, 1993.

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Fickert, Reiner. Customer Costing. Bern: Haupt, 1998.

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

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MacNeill, Debra J. Customer service excellence. Burr Ridge, Ill: Business One Irwin/Mirror Press, 1994.

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Capítulos de livros sobre o assunto "Customer services"

Ciuffo, Joe. "Customer Services". In Enterprise Cloud Computing for Non-Engineers, 123–34. Boca Raton, FL : CRC Press/Taylor & Francis Group, 2018. | “A CRC title, part of the Taylor & Francis imprint, a member of the Taylor & Francis Group, the academic division of T&F Informa plc.”: Auerbach Publications, 2018. http://dx.doi.org/10.1201/9781351049221-8.

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Englert, Roman, e Thomas Rosendahl. "Customer Self Services". In Handbuch Electronic Business, 317–29. Wiesbaden: Gabler Verlag, 2000. http://dx.doi.org/10.1007/978-3-322-92969-3_13.

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Englert, Roman, e Thomas Rosendahl. "Customer Self Services". In Handbuch Electronic Business, 495–507. Wiesbaden: Gabler Verlag, 2002. http://dx.doi.org/10.1007/978-3-322-96349-9_20.

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Baron, Steve, Kim Harris e Toni Hilton. "Customer Interactions in Services". In Services Marketing, 69–95. London: Macmillan Education UK, 2009. http://dx.doi.org/10.1007/978-1-137-16396-7_4.

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Ennew, Christine, Nigel Waite e Róisín Waite. "Customer-relationship management". In Financial Services Marketing, 435–72. 3 Edition. | New York : Routledge, [2018] | Revised edition of Financial services marketing, 2013.: Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-15.

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Baron, Steve, e Kim Harris. "Customer Retention and Relationship Marketing". In Services Marketing, 190–211. London: Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-24174-3_8.

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Baron, Steve, Kim Harris e Toni Hilton. "Service Quality and Customer Satisfaction". In Services Marketing, 167–89. London: Macmillan Education UK, 2009. http://dx.doi.org/10.1007/978-1-137-16396-7_8.

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Schawalder, Michael, Volker Lenz e Herbert Röllin. "Customer-Relationship-Management". In Industrielle Services strategisch optimieren, 7–12. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-36453-2_2.

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Gerberich, Claus W. "Smart Services im Customer Service Management". In Smart Services und Internet der Dinge: Geschäftsmodelle, Umsetzung und Best Practices, 123–39. 2^a ed. München: Carl Hanser Verlag GmbH & Co. KG, 2021. http://dx.doi.org/10.3139/9783446471405.007.

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Farquhar, Jillian Dawes, e Arthur Meidan. "The financial services customer". In Marketing Financial Services, 65–95. London: Macmillan Education UK, 2010. http://dx.doi.org/10.1007/978-1-349-92401-1_4.

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Trabalhos de conferências sobre o assunto "Customer services"

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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Blackie, N. M. "Interactive customer services - improving communications with customers". In IEE Colloquium on Business Applications of Multimedia Communications. IEE, 1997. http://dx.doi.org/10.1049/ic:19970356.

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Kimita, Koji, Yohei Yoshimitsu, Yoshiki Shimomura e 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 the viewpoint of the customer. However, customers’ criteria for evaluating services are easily affected by the quality of service that they receive. To ensure a successful relationship with customers, it is necessary to take into account changes in the customers’ criteria in the design stage. From the marketing side, on the other hand, several approaches have been utilized to ascertain such changes. This paper applies the methods proposed from the marketing perspective to service elements from the engineering design perspective. Furthermore, we propose a model to express the changes in a customer’s evaluation criteria that are brought about by the quality of service that the customer received. The proposed method is verified through its application to a practical case.

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Digmayer, Claas, Nina Rußkamp e Eva-Maria Jakobs. "The Customer Experience of Energy Services". In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003780.

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Climate protection and the limited availability of conventional energy sources have led to efforts to facilitate a transition to renewable sources. This trend also changes the way in which electricity is consumed and distributed: Recently, end-users have taken an increasingly active role in the electrical power system that enables a collective form of energy self-consumption and sharing - so-called ‘energy communities’ [1]. In these communities, energy is generated with solar or wind technologies and distributed between members using local grids and community battery storages.The diffusion of energy communities on a large scale could provide advantages such as increasing customers’ electricity savings, electricity suppliers' sales, and grid operators' revenues due to reduced grid tariffs for inner-community electricity transfer [2]. A barrier to a large-scale rollout is the fact that energy often remains invisible to most citizens and is merely perceived in terms of ‘energy services’ ("[…] functions performed using energy which are means to obtain or facilitate desired end services or states" [3]). This focus on energy services can give rise to a wide range of information needs but also to different attitudes in the evaluation of energy communities from the perspective of potential customers. Therefore, it is necessary to analyze whether companies address such requirements in order to establish a positive customer experience.In this study, the topic is operationalized through three research questions:Communication from the company's point of view: How are energy communities advertised by companies that support customers in implementing them? Information needs from the customer's perspective: What do potential customers want to know about energy communities?The questions are examined in a comparative analysis based on text mining methods. For this purpose, data were collected from two types of sources: Comments from social media addressing energy communities and promotional in which companies communicate energy communities to potential customers. Both data sets were analyzed with regard to the research questions.The results show a mismatch between what customers want to know about energy communities and what companies communicate about such forms of energy production and distribution. In particular, risks perceived by potential customers (such as concerns about the equitable distribution of energy) are hardly addressed. By resolving such mismatches, the diffusion of energy communities could be accelerated. The results are discussed in terms of possible measures to enhance the customer experience.References[1] Iazzolino, G./Sorrentino, N./Menniti, D./Pinnarelli, A./De Carolis, M./ Mendicino, L. (2022). Energy communities and key features emerged from business models review.Energy Policy, 165. https://doi.org/10.1016/j.enpol.2022.112929.[2] Fina, B./Monsberger, C./Auer, H. (2022). A framework to estimate the large-scale impacts of energy community roll-out. Heliyon, 8 (7). https://doi.org/10.1016/j.heliyon.2022.e09905.[3] Fell, M. J. (2017). Energy services: A conceptual review. Energy Research & Social Science, 27, 129–140. https://doi.org/10.1016/j.erss.2017.02.010

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Lihua Wu, Lu Liu e Jing Li. "Evaluating customer lifetime value for customer recommendation". In Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. IEEE, 2005. http://dx.doi.org/10.1109/icsssm.2005.1499450.

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Vlckova, Vladimira, e Lucie Podskubkova. "CUSTOMER SERVICE QUALITY IN B2B MARKET FROM THE BUYER’S PERSPECTIVE". In Business and Management 2018. VGTU Technika, 2018. http://dx.doi.org/10.3846/bm.2018.40.

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The importance of services for companies is significant and still increasing. Customers expect fulfil-ment of their requirements concerning not only the product, but also the quality of services relating to this product. The core of competitiveness is thus moving from the product itself to the supplier abili-ties created by the entire supply system with a dynamic structure. Therefore, it is necessary to under-stand the specific needs of each single customer concerning services within the entire supply system. On the basis of a comparison of the outcomes of a targeted literature review and an analysis of eval-uation of the service quality by the customers purchasing products of a selected company, the paper identifies the deciding parameters and methods of customer service quality assessment in the B2B market from the buyer’s perspective.

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Oki, Kazuhiro, Kentaro Watanabe, Ryosuke Chiba e Yoshiki Shimomura. "A Method for Supporting Service Design Based on Multiple Domain Knowledge". In ASME 2010 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2010. http://dx.doi.org/10.1115/detc2010-29032.

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Recently, it has become increasingly important to provide customers with highly creative services to attain differentiation from competing firms. Fulfilling customer requirements with such creative service contents is an effective way to differentiate a firm’s services from those of its competitors. However, there have been few studies that directly support the creation of new service contents, e.g., service design support using information-processing technology for knowledge by the computer. It is valid for service providers to acquire creative service design solutions that fulfill customer requirements. In this paper, we propose a support method to fulfill customer requirements for a target service by using the functions of another type of service. This method supports the acquisition of new service design solutions on the basis of the similarity with the customer requirements or functions of different services. The proposed method is verified by applying it to an existing service case.

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Hutchison, Dean. "Improving customer support services". In the 23rd annual ACM SIGUCCS conference. New York, New York, USA: ACM Press, 1995. http://dx.doi.org/10.1145/219894.223022.

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Yanchun Shen, Pengde Tao, Yonggui Wang e Ning Xu. "How service quality drives customer asset: a customer behavior-based perspective". In Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. IEEE, 2005. http://dx.doi.org/10.1109/icsssm.2005.1499453.

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Koning, O. J., R. J. Brinkman, M. Oskar van Deventer, P. H. A. Venemans, L. Wennekes, J. P. Boly, M. K. de Lange, Jan Vandewege, B. Meuris e A. Ebberg. "Multicarrier business customer premises network". In Advanced Networks and Services, editado por Robert A. Cryan, P. Nalinaj Fernando, Pierpaolo Ghiggino e John M. Senior. SPIE, 1995. http://dx.doi.org/10.1117/12.201273.

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Relatórios de organizações sobre o assunto "Customer services"

Marshak, Ronni. Customer Ecosystems: Meal Ordering Services. Boston, MA: Patricia Seybold Group, março de 2012. http://dx.doi.org/10.1571/cea03-15-12cc.

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Kramer, Mitchell. Framework for Evaluating Customer Self-Service Products and Services. Boston, MA: Patricia Seybold Group, junho de 2006. http://dx.doi.org/10.1571/fw6-8-06cc.

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Rajamani, Deepa, e Saumya RamaRao. Enhancing customer satisfaction for health services. Population Council, 2019. http://dx.doi.org/10.31899/rh9.1100.

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Seybold, Patricia. Senior IT Architect for Cross-Channel Customer Experience and Digital Services. Boston, MA: Patricia Seybold Group, agosto de 2011. http://dx.doi.org/10.1571/os10-7-04cc.

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Goldman, C., W. Kempton, A. Eide e M. Iyer. Impact of information and communications technologies on residental customer energy services. Office of Scientific and Technical Information (OSTI), outubro de 1996. http://dx.doi.org/10.2172/431189.

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MELNIKOV, A. R., I. P. MELNIKOVA e M. A. MELNIKOVA. ABOUT THE REQUIREMENTS FOR FREIGHT FORWARDERS IN THE LOGISTICS SERVICES MARKET. Science and Innovation Center Publishing House, abril de 2022. http://dx.doi.org/10.12731/2227-930x-2022-12-1-2-15-23.

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The characteristic of the forwarding company is given, which is able to provide the client-cargo owner with a reduction in costs in the transport component of the price of goods. The object of the study is: the market of freight forwarding services. The objectives of the research, based on the methods of analysis and synthesis are research and analysis of the current state of the issue of interaction between the customer and the forwarder in the logistics market; determination of requirements for the forwarding company and determination of approaches to solving the problem of reducing the transport costs of the customer-cargo owner.

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Cao, Larry. IV. Chatbot, Knowledge Graphs, and AI Infrastructure. CFA Institute Research Foundation, abril de 2023. http://dx.doi.org/10.56227/23.1.10.

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Expert contributors discuss AI and big data applications that are being developed for financial services, such as AI-powered intelligent customer service systems; “factories” for data processing, AI, simulation, and visualization; and symbolic AI.

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MELNIKOV, A. R., I. P. MELNIKOVA e N. V. SHISHKAREVA. ABOUT THE ROLE OF THE FORWARDING COMPANY IN INCREASING THE ECONOMIC EFFICIENCY OF FOREIGN TRADE TRANSACTIONS OF CUSTOMERS (SELLERS AND BUYERS OF GOODS). Science and Innovation Center Publishing House, abril de 2022. http://dx.doi.org/10.12731/2227-930x-2022-12-1-2-7-14.

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As part of the study and analysis of domestic and foreign practice of foreign trade in goods and freight forwarding, a characteristic of a conditional forwarding company is given that is able to provide a cargo owner customer with a reduction in costs in the transport component in the price of the customer’s goods. The object of the study is: the market of trade, transport operations and freight forwarding services. The objectives of the research, based on the methods of analysis and synthesis, are: research and analysis of the current state of the issue of interaction between the customer and the forwarder in the freight forwarding market.

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Bock, Geoffrey. Empire Blue Cross and Blue Shield Delivers Customer-Centric Services over the Web. Boston, MA: Patricia Seybold Group, abril de 2002. http://dx.doi.org/10.1571/cs4-4-02cc.

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

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