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Top : Research Articles For Customer Service : Page 3: Here, you'll find research findings and results about customer service techniques, return on investment and related topics.
Articles:The Role of Customer Service In Small Business Strategic Planning (pdf) - by Marcus CoxWith the changing environment of retail sales, where giant discount chain stores are gobbling up market share, the chance of survival for the small business may hinge on its ability to provide outstanding customer service. However, the decision to provide outstanding service is a strategic management choice and should be interwoven into all facets of the business operation. A model is introduced that depicts a customer’s expectations of the retailer’s customer service system. Expectations of the service encounter are depicted within a floating range. A small business must first attempt to provide the basic customer service needs prior to implementing a complex scheme. However, the service components designed to exceed customer expectations will be those more likely to result in loyal customers. (Added: 3-Feb-2005 Hits: 394 ) Statistically Speaking - Some Customer Service Related Numbers - by na 65 percent of respondents in a survey conducted by BenchmarkPortal on behalf of Purdue University's Center for Customer-Driven Quality and staffing firm Kelly Services admitted that they would probably lessen or completely terminate their dealings with a company that outsourced its customer call center overseas. More customer related survey statistics are included in this article. (Added: 1-Jun-2005 Hits: 349 ) Service Loyalty: Its Nature, Importance, and Implications - by Dwayne D. Gremlera and Stephen W. Brownb Service organizations are continually looking for ways to increase customer loyalty. Although loyalty to tangible goods (i.e., brand loyalty) has been studied extensively by marketing scholars, relatively little theoretical or empirical research has examined loyalty to service organizations (i.e., service loyalty). This study extends previous loyalty research by examining service loyalty and factors expected to influence its development. In particular, a literature review is combined with analysis of qualitative data from over forty depth interviews to develop a model of service loyalty that includes three antecedents))satisfaction, switching costs, and interpersonal bonds. (Added: 28-Nov-2004 Hits: 702 ) How Consumers and Experts Rate Credibility on the Web - by na Extensive research report presents data and findings about how consumers and experts evaluate the credibility of websites, and the variables they consider. (Added: 27-Nov-2004 Hits: 298 ) The internal service encounter - by Dwayne D. Gremler, Mary Jo Bitner and Kenneth R. Evans Do the same events and behaviours associated with service satisfaction or dissatisfaction for external customers apply also to internal customers? (Added: 28-Nov-2004 Hits: 704 ) Related Categories: Pages Updated On:
26-Aug-2008
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