What drives growth and profitability in a service business? Highly satisfied customers. And to keep those customers profitable, you need to manage all the aspects of your operation that affect customer satisfaction--what the authors call the...
This paper studies the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. The call center is modeled as a G/G/s queue with customer abandonment. Each call has a revenue potential, and the call center's...
Cisco Systems believes that the video-enabled contact center offers significant cost reduction and revenue generating opportunities. Contact centers that move to video-enabled communications will see their operations break through current constraints to previously unprecedented levels of productivity, service quality, customer satisfaction, and brand loyalty. Demonstrating products rather than just describing...
There is a pervasive euphoria in most developed and developing countries regarding the role of Information and Communication Technology ICT in transforming the government from a sluggish and non-responsive leviathan to a more efficient and citizen friendly institution. This paper proposes a method to assess in an objective manner the...
This study introduces a new managerial tool for evaluating and managing service quality. This new approach treats service quality as an intermediate variable, not the ultimate managerial goal, and makes use of data envelopment analysis DEA, a nonparametric technique that allows for the relative comparison of a number of comparable...
This study explores the linkages between quality system, employee service-quality culture, and performance excellence in the banking industry operating in a turbulent business environment. Properly conducted quality culture and strategic consensus assessment has the potential of informing a service organization of its current position and possible areas for improvement. The...
The e-commerce literature has rarely addressed the measurement of customer perceptions of website service quality in digital marketing environments. It is argued that the current SERVQUAL and IS-SERVQUAL instruments need to be refined and validated to fit the digital marketing environment, as they are targeted primarily towards either traditional retailing...
This study explores factors that affect service quality for a large residential real estate brokerage firm in a diverse mid-western city. It examines the extent to which overall service quality influences homebuyers to recommend the brokerage firm and to use the firm for future transactions. A Linear Structural Relations model...
[ILLUSTRATION OMITTED] CORPORATE social responsibility CSR is a concept that frequently overlaps with similar approaches such as corporate sustainability, corporate sustainable development, corporate responsibility, and corporate citizenship. While CSR does not have a universal definition, many see it as the private sector's way of integrating the economic, social,...
As the problem of full transit vehicles is encountered daily by passengers in most of the big cities, previous research evaluated the consequence of overcrowding in terms of on-board crowding and passengers not being able to board with full vehicles. The impact of overcrowding in the real world is, however,...
GearyTech, Inc.( www.gearytech.com ), a Managed Services Provider of quality IT services toSMB companies, has joined with ControlScan ( www.controlscan.com ), anApproved Scanning Vendor ASV certified by the Payment Card Industry, tohelp its customers meet mandatory requirements set forth by the PaymentCard Industry Data Security Standard PCI DSS Council. "We...
Airspan Networks Inc. (NASDAQ: AIRN), aleading provider of WiMAX broadband wireless access networks, announcedtoday that City District Government Karachi CDGK in Pakistan hassuccessfully deployed Airspan's 4.9 GHz WiMAX solutions for its IP ClosedCircuit Television Video surveillance project in Karachi. CDGK iscommitted to video surveillance of all major city roads....
AZCAR Digital Products ADP, a division of AZCAR (TSX: AZZ), announces its partnership today with Shotoku Broadcast Systems, a leading manufacturer of manual and robotically controlled camera support products. The agreement establishes Shotoku as a significant manufacturer in ADP's catalog of quality equipment suppliers. AZCAR will sell and service these...
SCOTTSDALE, Ariz. -- The adoption of digital PC-TV tuners will accelerate in Europe as Digital Terrestrial TV DTT services continue to expand there. Asia, China and India will present strong growth opportunities. North America is expected to see a surge during 2009, when analog TV is cut off, and new...
SAN JOSE, Calif. -- Samsung Electronics Co., Ltd., a worldwide leader in digital consumer electronics and information technology, announces the industry's first seven-year product warranty for a hard disk drive. Prior hard drive warranties have been limited to three to five years. The Spinpoint F1 RAID Class (F1R) 3.5" SATA...
Hosted solution provider first to offer VoIP dialer without using the public Internet SAN FRANCISCO -- LiveVox Inc., the leading provider of hosted dialer solutions, today announced the U.S. Patent and Trademark Office has awarded a patent for the company's carrier-grade, hosted-VoIP-dialer solution. The patent solidifies...
Response Point Service Pack 1 Pre-Configured with Cbeyond Simplifies Installation ATLANTA -- Cbeyond[R], Inc. (NASDAQ: CBEY), a leading IP-based managed services provider to small businesses, today announced the availability of its BeyondVoice[R] with SIPconnect service pre-configured on the Microsoft Response Point IP-based phone system. BeyondVoice with SIPconnect helps...
JACKSONVILLE, Fla. -- Apogee Global Resources, Inc. AGR has signed an agreement to market and promote ISO 9001 and other management system certificates awarded by UL DQS, Inc. and to provide UL DQS Inc. clients with a cobranded electronic subscription to leading industry publication Quality Systems Update QSU. ...
CHICAGO -- OptionsNews, the daily video news program on www.onn.tv, discusses the fallout between Deutsche Bank DB and Viacom VIA, continued success in consumer product companies, and updates on market capitulation. For the full video report, visit: http://link.brightcove.com/services/link/bcpid1488654888/bctid16700822 08. (Due to its length, this URL may...
SCOTTSDALE, Ariz. -- Axial Vector Energy Corp. (Pink Sheets: AXVC) announced today that they have agreed with QualityStocks to be featured in The Small Cap QualityStocks Daily Newsletter, Daily Internet broadcast with Cathy Rankin, Vanessa Ramirez and Jenn Hoffman and QualityStocks Daily Blogs and Message Boards. QualityStocks.net, based in Scottsdale,...
