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Author: Hüseyin Güngör
Publisher: Amsterdam University Press
Keywords: contacts, customer, satisfaction, emotional
Number of Pages: 192
Published: 2007-01-22
ISBN-10: 9056294660
ISBN-13: 9789056294663

For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, General, and Transactional dimensions of customer satisfaction and loyalty process in the customer cont

Author: Peter Leppik
Publisher: Vocal Laboratories Inc.
Keywords: improving, caller, experience, approach, scientific, customer, service, gourmet
Number of Pages: 148
Published: 2005-01-10
ISBN-10: 0976405504
ISBN-13: 9780976405504

Just as most people think they are above-average drivers, most companies believe they provide superior customer service. The truth is that many customers feel that the general state of customer service leaves a lot to be desired, but companies often don't understand that it does not have to be more expensive to provide a good experience.Gourmet Customer Service outlines a new way to ensure the most cost-effective customer service, focusing on data gathering, experimentation, and validation to ensure continual quality improvement.

Author: DIANE Publishing Company
Publisher: DIANE Publishing
Keywords: service, customer, satisfaction, quality, focus, new, postal, improving
Number of Pages: 95
Published: 1996-05-01
ISBN-10: 0788129295
ISBN-13: 9780788129292

Determines to what extent the U.S. Postal Service distributes customer satisfaction data for use internally & by Congress; whether the Service can improve the distribution of that data; what steps it is taking to use customer satisfaction & other performance data to improve customer satisfaction by improving customer service; & what additional steps it could take to improve customer satisfaction. 23 charts, tables & graphs.

Author: Seth Godin
Publisher: Hyperion
Keywords: ideavirus, unleashing
Number of Pages: 240
Published: 2001-10-10
ISBN-10: 0786887176
ISBN-13: 9780786887170

The book that sparked a marketing revolution. "This is a subversive book. It says that the marketer is not -- and ought not to be -- at the center of successful marketing. The customer should be. Are you ready for that?" --From the Foreword by Malcolm Gladwell, author of The Tipping Point. Counter to traditional marketing wisdom, which tries to count, measure, and manipulate the spread of information, Seth Godin argues that the information can spread most effectively from customer to customer, rather than from business to customer. Godin calls this powerful customer-to- customer dialogue

Author: Unknown
Publisher: DIANE Publishing
Keywords: customer, needs, responding, banking, shape, retail, changing
Number of Pages: 67
Published: 1985-05
ISBN-10: 1568062958
ISBN-13: 9781568062952

Summary of a conference on how banks can respond to customer needs, deliver services, develop relationships with entrepreneurs, provide low cost banking and consumer education, and make community investments. Also considers banking deregulation. Black and white photos.

Author: Neeltje van Horen
Publisher: World Bank Publications
Keywords: eastern, europe, central, asia, evidence, credit, market, power, provision, trade, customer
Number of Pages: 27
Published: 2007

Statistics show that the sale of goods on credit is widespread among firms even when they are capital constrained and thus face relatively high costs in providing trade credit. This study provides an explanation for this by arguing that customers who possess strong market power are able to increase their customer surplus by demanding to purchase the goods on credit. This gain in customer surplus increases with the degree of asymmetric information between buyer and seller with respect to product quality. Therefore, firms that are perceived as risky are especially subject to the market power of

Author: Albert Gore
Publisher: DIANE Publishing
Keywords: telephone, service, practices, public, american, serving
Number of Pages: 44
Published: 1995-06
ISBN-10: 0788128582
ISBN-13: 9780788128585

Summarizes best practices in industry that may be applicable to government. Organized around major themes -- leadership, information management, planning, human resources, management of processes results, & customer focus and satisfaction. A consistent focus is on the customer & on the integration of the customers' needs into the organizations' management, technology & human resource systems.
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