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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: Airlines
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A 10 page paper that investigates customer satisfaction as related to airlines. Formal complaints to the Department of Transportation have increased so much that both this agency and Congress are considering additional laws and regulations to protect the passenger. The essay discusses customer dissatisfaction and provides possible reasons for the lack of response from airlines. One airline, however, continuously receives high ratings. The reasons for this are discussed. Airline rankings are included as are examples. 1 table is included. Bibliography lists 8 sources.
Filename: PGair3.msw

Customer service
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A twenty page paper which looks at the ways in which companies can improve their customer service rating, in terms of different organisational approaches and structures. Bibliography lists 20 sources.
Filename: JLcustserv.rtf

Customer Service in the Dot Com Age
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This 10 page paper looks at e-businesses and the importance of customer service. Customer service is also discussed in a general sense. Bibliography lists 12 sources.
Filename: SA042dot.rtf

CUSTOMER SERVICE INDICATIONS IN A SERVICE-ORIENTED BUSINESS
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This 6-page paper focuses on service marketing concepts. The example used is the launch of a beauty salon. Bibliography lists 5 sources.
Filename: MTsalaserv.rtf

CUSTOMER SERVICE: AN EXAMINATION IN THE AIRLINES INDUSTRY
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This 3-page paper deals with an examination of Southwest Airline's customer service philosophy, that of the airline industry's, and how Southwest can improve. Bibliography lists 3 sources.
Filename: MTcuserice.rtf

CUSTOMERS AND BRAND RELATIONSHIPS
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This 3-page paper examines the concept of brand loyalty as it applies to cell phones (Sprint) and movies (Disney). Bibliography lists 3 sources.
Filename: MTbrandrel.rtf

CYBERTERRORISM AND THREATS TO AMERICAN BUSINESSES
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This 5-page paper discusses cyberterrorism, what forms it takes, and how it can threaten businesses in the United States. Bibliography lists 2 sources.
Filename: MTcybebusi.rtf

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