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Definition of a Customer Service Strategy | Bizfluent

The service management literature argues that customer satisfaction is the result of a customer’s perception of the value received in a transaction or relationship – where value equals perceived service quality relative to price and customer acquisition costs (see Blanchard and Galloway, 1994; Heskett et …

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Jun 13, 2013 · BUS 324 Services Marketing Group Assignment 2: Literature Review Emirates Airlines Done By: Sheela Mehta Date: 14/11/2012 Literature Review on Customer Service Management Introduction One among many of the definitions given to customer service by Jay Kandampully (2012) in his book “Service Management: A New Paradigm in Retailing” are “Customer Service is a series of …

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2.0 LITERATURE REVIEW The literature review section is in two parts, the theoretical literature and empirical literature. This chapter seeks to review relevant related literature on the effects of customer satisfaction on productivity in service industries. In this case the banking industry. 2.1 THEORITICAL LITERATURE Who is a customer?

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Jul 30, 2019 · A customer service strategy is a business tool that helps organizations to successfully interact with their customers. It includes key goals, success metrics and ideas for building customer loyalty. It also needs to include employee training and engagement plans to encourage good customer service.

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Keywords Customer satisfaction, SERVQUAL, Communication technologies, Service delivery, Service levels, Customer services quality Paper type Literature review Introduction During the past few decades service quality has become a major area of attention to practitioners, managers and researchers owing to its strong impact on business

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Literature Review. A literature review is a critical summary of other theorists’ contributions to your subject area. It is typically 3.000 to 10.000 words in length, and it provides a thorough comparison of the literature that will be relevant to your own research pursuits.

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