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- Putting the Service-Profit Chain to Work
- 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...
- Articles 2008-07-18
- Utility commissioners call for response to service issues.(Ameritech and parent SBC Communications)(Brief Article)
- LANSING - The chairs of the public-utility commissions in the five states served by Ameritech on Friday called on senior management of Ameritech and its parent, SBC Communications Inc., to take further action on service quality. The chairs of the LANSING -...
- Research articles 2000-10-02
- Assessment of Real Estate Brokerage Service Quality with a Practicing Professional's Instrument
- 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...
- White papers 2000-01-01
- Assessing Customer Perceptions of Website Service Quality in Digital Marketing Environments
- 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...
- White papers 2003-04-16
- Managing Service Quality Using Data Envelopment Analysis
- 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...
- White papers 2005-03-23
- Transforming Customer Self-Service With Video
- 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...
- White papers 2006-06-01
- Call Center Outsourcing: Coordinating Staffing Level And Service Quality
- 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...
- White papers 2006-07-07
Additional Resources
- Passengers' perceptions and effects of bus-holding strategy using automatic vehicle location technology
- Introduction Bus transit is the backbone of Bangkok's transit system, but it has lost ridership due to the low quality of service provided to users. Recently there has been a rapid increase in personal cars adding to the already notorious traffic problems in Bangkok. The Japan International Cooperation...
- Articles 2009-09-22
- Guild approves
- In the form of a winning idea if I ever saw one, the American Pistolsmiths Guild has formed a way to offer a "Seal of Approval" for products and services in our industry. The first to do such a thing, this will assure any product or service showing a Guild...
- Articles 2009-07-01
- TECTRONIX VOIP TESTING SYSTEM AWARDED 2008 PRODUCT OF YEAR.
- Tektronix Communications, Richardson, Texas, a leading worldwide provider of communications test and Network Intelligence solutions, has announced that Technology Marketing Corporation TMC (www.tmcnet.com) has named Tektronix' Zoey, an interactive VoIP Quality of Experience QoE testing system, as a recipient of its 2008 Communications Solutions Product...
- Articles 2009-07-01
- STX OFFSHORE & SHIPBUILDING SELECTS MSC. SIMULATION.
- MSC.Software (NASDAQ: MSCS), Santa Ana, Calif., global provider of simulation software and services, has announced that STX Offshore & Shipbuilding, one of the world's leading Shipbuilding and Offshore Structures builders has selected MSC.Software's suite of engineering simulation software including Marc and Patran, to increase its...
- Articles 2009-07-01
- NEW REPORT TO IMPROVE QUALITY OF SERVICE.
- Quality of Service on IPTV networks, for both operators and their customers worldwide, can now be greatly improved thanks to the efforts of a dedicated team of experts at the Broadband Forum. The approval and release of "Splitter Testing" Technical Report 127 (TR-127)...
- Articles 2009-07-01
- Leading Australian Broadcaster Selects Adobe Flash Platform to Deliver Tour de France Live on the Web
- World-Famous Race Delivered in High-Quality Video to Cycling Fans Online SAN JOSE, Calif. -- Adobe Systems Incorporated (Nasdaq:ADBE) today...
- Articles 2009-06-25
- Ecosphere Technologies and BP Sign Agreement for Ecosphere to Recycle Water During Hydraulic Fracturing
- Ecosphere Technologies, Inc. (OTCBB: ESPH), adiversified water engineering and services company, announces today that ithas signed a Master Service Agreement with Houston based BP AmericaProduction Company to provide environmental water recycling services. The Master Services Agreement calls for Ecosphere Energy Services toprovide its Ecosphere Ozonix, EcosFrac, and EcosBrine equipment andpersonnel...
- Articles 2009-06-25
- CollaborateMD Celebrates Ten-Year Anniversary
- This year, CollaborateMD celebrates theirtenth anniversary of providing hybrid SaaS practice management and medical billing software tophysician offices and third-party billing services. Reflecting on what initially triggered the development of CollaborateMD'sfirst software version, Founder & CEO Douglas Kegler explained, "I hadbegun writing several programs, but found a...
- Articles 2009-06-25
- Luxury Institute Survey: High Net-Worth Consumers Rank Ruth's Chris Steakhouse as "Best of the Best" Fine Dining National Restaurant Chain
- High net-worth Americans rate the food,service and overall dining experience at Ruth's Chris Steakhouse "Best ofthe Best" among the 20 most popular fine dining national restaurant chains.Furthermore, according to the latest LuxuryInstitute "WealthSurvey: Food and Dining Habits of Wealthy U.S.Consumers," diners with an average annual income of $336,000...
- Articles 2009-06-25
- Owens & Minor Wins Top Honors from Premier in Three Award Categories: Supplier & Customer Service Excellence, Supplier Diversity Efforts, and Excellence in Contract Management
- Premier Honors Owens & Minor with the Premier 2009 Polaris Award, the 2009 Premier Supplier Diversity Award, and the Premier 2009 Supplier Pinnacle Award ...
- Articles 2009-06-24
- Rinox Pavers Launches New Web Site
- DOUGLASSVILLE, Pa. -- Rinox Pavers, manufacturer of high-quality pavers, retaining walls and masonry products , launched a new web site â www.rinoxpavers.com ...
- Articles 2009-06-24
- Ericsson powers interactive TV for Ucom in Armenia
- Ericsson (NASDAQ: ERIC) is bringing high-quality, interactive TV toviewers in Armenia through a deal with operator Ucom. Ericsson willdeliver its IPTV solution including GPON technology in the firstcontract of its kind. IPTV allows viewers to experience the same type of interactivity ontheir televisions as they are used to on their...
- Articles 2009-06-24
- uptime software Delivers Next-Generation VMware Monitoring and Reporting
- Today uptime software announced thelatest version of its popular, value-based systems management software, up.time 5 . Throughclose collaboration with VMware and its vSphere® and vCenterOrchestrator® offerings, up.time's new capabilities aspire to change theway enterprises manage,measure, and monitor their VMware infrastructure. up.time represents a quantum leap...
- Articles 2009-06-24
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