Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 20 of 29 for “"Customer complaints"”.
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Classification of customer complaints using machine learning algorithms
Poor handling of customer complaints leads to bad customer experience and impact brand reputation. With an ever-increasing volume of complaints facing customer services team(s), handling customer complaints by service desk agents becomes tedious, especially when pressed with time. For these …
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The handling of business level textile complaints from the perspective of the quality control manager
… how the quality control manager perceived complaints received by textile companies from their business customers. The population included all textile firms that weave fabric for outerwear (apparel). A packet consisting of cover letter, questionnaire (developed by the researcher), and …
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Engaging customers and the public profile via social networking and micro-blogging websites
… marketing research, marketingcommunications and customer service. There remains paucity in the body of knowledge as tohow organisations in South Africa are using specific social media technologies to conductsocial media marketing. This research report takes a specific focus on the micro-blogging …
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Does Automotive Service Excellence (ASE) Certification Enhance Job Performance of Automotive Service Technicians?
… job performance, as well as decreased numbers of customer complaints. Overall, certified technicians had higher mean job performance ratings than non-certified technicians. Attendance and employee recognition did not significantly predict ratings of job performance in either category of …
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Iron and manganese accumulation potential in water distribution networks
The occurrence of discoloured drinking water at customers’ taps, which is mainly caused by the deposition and release of iron (Fe) and manganese (Mn) in water distribution networks (WDNs), is a major concern for both customers and water companies. Increased concentrations of Fe and Mn in WDNs can …
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Examining the role of organisational learning in customer relations management : a case study of microfinance institutions in the Central business district of Lusaka, Zambia.
… examine the role of organisational learning in customer relations management, using a case study of Microfinance Institutions in the central business district of Lusaka, Zambia. The study was prompted by the problem of a continuous rise in customer complaints. This raised the question of whether …
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Examining the role of organisational learning in customer relations management : a case study of microfinance institutions in the Central business district of Lusaka, Zambia.
… examine the role of organisational learning in customer relations management, using a case study of Microfinance Institutions in the central business district of Lusaka, Zambia. The study was prompted by the problem of a continuous rise in customer complaints. This raised the question of whether …
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Improving shade consistency in vinyl floor tile production
… The main effects of tile colour variation were customer complaints, 6% production rejects, excessive waste material (reclaim), an intricate tile shade inspection system, a complex inventory system and difficulty in forecasting accurately production outputs. Management decisions from ordering …
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Evaluation of Iron Corrosion Release Models for Water Distribution Systems
Customer complaints of red water problems remain to be a frequent occurrence for water utilities. While material sources may vary, it is generally accepted that iron rust resulting from corrosion of iron based pipes is the predominant cause of red water issues. Recent efforts have lead to the …
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Ship-Pack Optimization to Minimize Fulfillment Costs from Manufacturing to Customer
… transportation costs between distribution and customer, distribution center labor costs, and distribution box costs are all influenced by the ship-pack size from manufacturing to distribution. Companies that control their distribution channels want to be sure to minimize the amount of repacking …
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Justly so? Employee justice perceptions of legitimate and opportunistic complaints
Unjust customer complaints are increasing, liberal redress policies are becoming more commonplace, and front line employees are expected to smile and just deal with fictitious complaints with redress and a sincere smile. Is this justly so? This research helps to fill the current gaps in complaint, …
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Does IT lead to more equal treatment? : empirical study of the effect of smartphone use on customer complaint resolution
Customers with more education and communication skills may attract more attention from firms and get better service because they are better placed to advocate for themselves. It is not clear whether the digitization of the consumer complaint process will worsen or improve this situation. To …
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Análise dos impactos da implantação do modelo de excelência da gestão nos resultados do Programa Paraibano de Qualidade
… the receiving process, analysis and feedback of customer complaints.
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Six Sigma methodology in automobile industry.
… Process. The Analysis aims to reduce/eliminate customer complaints, PTD (Prior to delivery-Dealers) warranty & 0 to 90 days warranty (Customer) costs caused by Steering Wheel Alignment claims. Six-Sigma methodologies will be utilized to identify and correct the most complex problems. This …
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The home center market for hardwood specialty products
… and suburban market segments. The most important customers in this marketplace were the Do-It-Yourselfer and the professional-remodeler. High price and poor quality were common customer complaints. Lack of reliable suppliers and inconsistent quality were prevalent purchasing difficulties for …
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System requirements for service quality appraisal system (SQAS) to be used in commercial banks by blind customers
… fast moving competitive sector like banking, the customer service department often finds it difficult to keep up with the pace at which customer concerns are raised. On the other hand, the speed at which this department responds to customer concerns determines the difference between keeping a …
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Water Quality Factors Influencing Iron and Lead Corrosion in Drinking Water
… of iron pipes can lead to economic losses and customer complaints, while lead corrosion poses a serious health risk. This work first synthesizes nearly 100 years of iron corrosion research to provide the water industry with an updated understanding of factors that influence iron pipe corrosion …
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Three Essays on the Financial Advisory Industry: Diversification, Competition, and Misconduct
… significantly increases both misconduct and customer complaints. This effect is robust to alternative diversification measures and persists after addressing endogeneity concerns related to firms' non-random expansion decisions. The impact is strongest immediately after branch openings and in …
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Three Essays on the Financial Advisory Industry: Diversification, Competition, and Misconduct
… significantly increases both misconduct and customer complaints. This effect is robust to alternative diversification measures and persists after addressing endogeneity concerns related to firms' non-random expansion decisions. The impact is strongest immediately after branch openings and in …
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An investigation of the relationship between customer orientation and customer satisfaction in the Namibian public sector: A case study of the Business and Intellectual Property Authority (BIPA)
… in the public sector leaves much to be desired. Customer complaints in the in the Namibian Public Sector are common and BIP A is no exception. The main objective of this study was to investigate the existence of a relationship between customer orientation and customer satisfaction at BIP A, and …
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