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Papers On Management And Business
Page 89 of 388

Customer Satisfaction Action Research
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A 25 page paper providing methodology and proposal sections of a larger paper addressing airport customer service. The methodology section discusses the nature of action research at length and includes brief discussions of the case study and survey methods of qualitative research that will be employed as well. The proposal section fully describes 4 iterations of the action research project. Includes a table and 3 diagrams. Bibliography lists 11 sources.
Filename: KSresActCustSat2.rtf

Customer Satisfaction and Organizational Behavior
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A 12 page paper reviewing several empirical studies of customer satisfaction. There appears to be relatively few published empirical studies that specifically address the issue of customer satisfaction. Even fewer use the information gained to suggest changes in organizational behavior, at least at systemic levels where those changes can have the greatest effect. Those studies that do exist, however, bring valuable insights that together can lead to a synthesis of the information within them and understanding the theoretical frameworks in which each was undertaken. Bibliography lists 13 sources.
Filename: KScustSatOrgBe.rtf

Customer Service and Culture at Ameritech
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A 30 page paper discussing the state of customer service and competition at Ameritech one year after its acquisition by SBC Communications. Ameritech is the "Baby Bell" serving the Midwest states of Illinois, Michigan, Ohio, Wisconsin and Indiana and was acquired for more than $70 billion in October 1999. Customer service never has been Ameritech's strong point, but it had let the residential and business land-line infrastructure decline while it focused on offering long distance service and entering other related markets. SBC's interest lies in wireless services. Combined, the two have little interest in meeting the needs of customers using standard connections. To date, Michigan has imposed legislated sanctions against Ameritech, and Ohio has imposed fines of several million dollars for Ameritech's lack of responsiveness to customer complaints. The paper examines the situation and poses several questions for middle managers. Bibliography lists 32 sources.
Filename: KSAmeritech.wps

Customer Service at 3M
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A 10 page paper tracing the evolution of 3M’s customer service from fragmented, erroneous and inefficient to the development of one of the most enviable systems in existence today. 3M’s first step was to develop a vast data warehouse containing all customer, sales and product information, then to link that data warehouse to the company’s website so that customers also can access their own information as well as view every one of the more than 50,000 products that the $16 billion company sells in more than 200 countries. The result is greatly improved customer service that also serves the principles of retention marketing and strategic account management. Bibliography lists 11 sources.
Filename: KSmgmt3MCustSer.rtf

Customer Service at Ameritech
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A 10 page paper examining the gross customer service problems at the local telephone company serving the upper midwest. Customers wait weeks for service, and there are many times their telephone service is inoperable. Consumer complaints have skyrocketed in recent months. The paper examines why this is and what the company can do about it. The focus of the paper is that of solving problems. Annotated bibliography lists 13 sources.
Filename: KSAmeriBProb.wps

Customer Service at Ritz-Carlton Hotels
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A 5 page paper discussing some of the techniques that this Baldrige award winner uses to ensure relevant and ongoing superlative customer service. The key is that management remains dedicated to the TQM principle of continuous improvement, refusing to become complacent with the improvements already made. It uses customer requests to make meaningful changes, and then repeats the process with every customer. Bibliography lists 4 sources.
Filename: KSritzCustSer.rtf

Customer Service in the Travel Industry
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A 5 page paper discussing customer service at British travel agency Lunn Poly, followed with a comparison to that of Ritz Carlton Hotels. Though each organization operates within the travel industry, each approaches customer service very differently. Lunn Poly's involvement with travel plans is largely finished once travel begins; Ritz Carlton's involvement is in the active accomplishment of those plans. Each organization serves customers at different points in customers' needs. Bibliography lists 2 sources.
Filename: KStravCustServ.rtf

Customer Service Scripts
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A 4 page paper discussing the need for superlative service for customers, whether those customers are internal or external. The paper provides a discussion and a script for one external and one internal customer. Bibliography lists 4 sources.
Filename: KSmktgIntCust.rtf

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