More than 90 of every 100 new businesses fail within 5 years. The need to explore ongoing strategies that provide low-cost alternatives can prove invaluable to cash-strapped new business owners. Exploration of relationships among a group of stakeholders essential to business success provided data in this case study. Those stakeholders include the owner, the customer service personnel and the consumer. Without the consumer, all other business activities would cease to be necessary. Five business owners and five employees from Redding, California participated in 2 separate focus group interviews. The conceptual framework for this case study was to explore the specific business problem, the lack of low-cost strategic resources, and initiatives to facilitate continued existence of new small businesses. The focus group interviews were conducted in 2 separate settings using notes and Audacity voice recordings. Through personal notes and the use of NVivo 11 data was disseminated and provided rich information on at least four themes. Major themes were customer retention, creating teamwork, building relationships, and communication to create business sustainability. Having communities in which businesses thrive allows for greater job opportunities and increased community revenue. The impact of empty storefronts in cities throughout America and the loss of community identity necessitate the need for the strategist to continue to attempt to provide resources and strategies to business owners everywhere. The social change impact occurs when SBOs who recognize their business provides structure to the community seek out ways to increase sustainability.

The present study examines the process of emotional labor as performed by customer service employees. This research investigates some of the consequences of performing emotional labor such as emotional exhaustion, affective well-being, and job satisfaction, and attempts to determine which individual and organizational variables play moderating roles in these relationships. One hundred and seventy-six participants from 10 customer service organizations, ranging from retail stores to call centers, completed a 126-item survey. Correlation and regression analyses were conducted to test the proposed hypotheses. Results indicate that gender, emotional intelligence, and autonomy are key moderator variables in the relationship between emotional labor and emotional exhaustion, affective well-being, and job satisfaction. Females are more likely to experience negative consequences when engaging in surface acting. Individuals high in emotional intelligence experienced positive outcomes as emotional labor increased, and the converse is true for those low in emotional intelligence. Autonomy serves to alleviate negative outcomes primarily at the higher levels of emotional labor.

In the last decade, the ever increasing pressure of competition faced by businesses has led to the development of Customer Relationship Management (CRM). In short, CRM is the practice of integrating all aspects of business functions for dealing with customers, with the assistance of technology, and with the intention of boosting company profitability. CRM has been widely promoted as a critical contributor to business survival. However, the high failure rate of CRM projects has also attracted research attention and many factors have been discussed as contributing to the success or failure of CRM implementation. This research argues that CRM is not simply a software package or a computer program. CRM, instead, should be perceived as a strategic issue in order to realize its potential. In addition, this study also argues that CRM implementation is affected by organizational, strategic and cultural factors. In particular, this study was conducted within the context of Chinese small and medium-size enterprises (SMEs), with company size and culture as two major focuses in this study. SMEs were chosen as this segment has been overlooked in CRM study, yet it represents a great potential for growth in CRM adoption. Chinese culture was chosen as most of CRM studies have been conducted within a western cultural background. The Chinese culture has distinctive characteristics different from western culture, and this has strong influences on business operations. A quantitative method was adopted for this study and a mailed survey was used to collect data to examine the relevance of these factors within this context. Research participants were recruited using a systematic sampling technique through a comprehensive Chinese business directory. Results suggest that there are positive associations between a company’s CRM implementation and its practice of organizational, strategic, and cultural issues. In particular, four organizational issues – organizational integration, executive commitment, system readiness, and resource availability; three strategic issues – vision, planning, and customer-centric culture; and one cultural issue – networking, have an impact on a company’s CRM implementation.

Previously consigned to the anonymity of �the product market� by researchers in traditional fields such as labour economics and industrial relations, the customer has recently attracted the attention of scholars from a diverse range of disciplines, including organisational behaviour, work psychology, labour process studies, gender studies, and critical management studies. In large part, this emerging interest in the customer is a result of the increasing dominance of service industries in developed economies and the recognition that service work entails a complex, three-way interaction between customers, management and workers. The literature identifies a range of competing and, at times, contradictory images of the customer. Rather than seeking to reconcile these competing representations, this thesis explores the multi-faceted nature of the customer presence and the implications for managers and workers in the retail banking industry in Australia. The thesis highlights how structural change and shifting discourses of the �customer� have influenced customer relations, employment relations, and worker identity in three areas of the retail banking industry: traditional retail banks, the credit union movement, and community banks. Drawing on detailed qualitative case study evidence, the thesis highlights the range of customers, both �real� and �constructed�, that can be found in the case study organisations. The thesis identifies the ways in which customers influence employment relations and how workers can be active in either accommodating or resisting the impact of these �customers� on workplace practice and worker identity. The central argument of the thesis is that, in addition to customers having a physical presence in and influence on organisational life, management and workers also construct �discursive customers� as a means of influencing the employment relationship and the meanings attached to service work. The study examines how these competing concepts of the customer and customer service influence both the customer-service provider relationship and service workers� relationships with one another and with management. Despite the increasing recognition that service work entails a three-way relationship between customers, management and workers, our understanding of how workers either welcome or resist the presence of this third actor in the employment relationship has, until recently remained very limited. This thesis makes a significant contribution to our understanding that for workers the customer is ever-present physically, emotionally and discursively.

<p>Title: Customer Satisfaction toward TrueMove Customer Service</p><p>Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?</p><p>Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.</p><p>Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.</p><p>Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.</p><p>Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.</p>

Title: Customer Satisfaction toward TrueMove Customer Service Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok? Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop. Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research. Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions. Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.

Vi ville ta reda på hur kunden vill bli bemött av personalen i en klädbutik. Vi har fokuserat på det personliga mötet mellan personalen och kunden. Vår rapport fokuserar därmed inte på fysiska produkter utan på personlens beteende och agerande gentemot kunden, utifrån vad den vill. Teorin vi har använt oss av speglar till stor del hur personalen ska bemöta, men inte hur kunden vill bli bemött. Vi valde att ta reda på kundens åsikter genom en enkätundersökning. För att göra rapporten mer specifik valde vi även att se på skillnaden mellan manliga och kvinnliga kunder. Vi studerade även skillnaden mellan olika åldersgrupper på kunder från 20 år upp till 49 år. För att underlätta för butikspersonalen att kunna bemöta just sin kundgrupp korrekt. / We wanted to find out how the customer wants to be treated by the staff in a clothing store. We have focused on the personal contact between staff and customers. Our report thus focuses not on the physical products but on the staff conduct and behavior towards the customer, based on what it wants. The theory we have used largely reflects how staff should respond, but not how the customer wants to be treated. We decided to find out the customer opinions through a questionnaire survey. To make the report more specific, we also chose to look at the difference between male and female customers. We also studied the difference between age groups of customers from 20 years up to 49 years. To make it easier for the staff to respond to their particular customer group correctly.

Background: The environmental aspect of transportation has got a lot of attention over the past years. It has its origin in the growing awareness of environmental problems such as the global warming. In Europe the transportation industry is responsible for 21 per cent of the total emission. While studies of the subject show that an environmental friendly distribution and transportation is considered a success factor for many companies, there is a lack of interest from them to invest to obtain it. Purpose: The purpose of this paper is to find the current distribution situations and the factors that influence the transportation and environmental impacts while maintaining the same customer service level, as well as how these factors will influence distribution situations in some Chinese medical instrument manufacturing companies. Method: To gather data the authors will conduct a qualitative multiple case studies in the form of interviews at couple of medical equipment manufacturing companies to create the deep understanding needed to comprehend a company’s distribution system. Results, conclusion: Initially, the current situation of distribution system in Chinese medical instrument manufacturing companies has been found according to the cases companies’ analysis. Second, the four factors which would influence transportation and the environmental impact while keeping the same customer service level have been identified. They are fill rate, consolidation, standardization and postponement. Furthermore, benefiting how these factors will influence distribution situation through efficiency in transportation has been given as the suggestion and recommendation to some Chinese medical instrument manufacturing companies.

Abstract An information transmission revolution within cable television companies in Kaohsiung City has proclaimed for years,of which playing the role on company registration to government authority from illegal to legal since telecommunication energized through scattered dispatching to , integration which contains information and entertainment programs as represent to the subscriber by its essential factors recently.However,vicious competitions among consortiums make the correlative cable market centralization.By the time being,according to an investigation survey for medias,government authorities,and science reports indicate that the majority of subscribers are dissatisfied with the dispatching quality prior to the first receiving relevant services.Consequently,appeal to resolve regards cable television program qualities by scholars in terms of protecting customers¡¦rights and interests become a topical subject recently. A raging fire like price competition launch into local cable television companyies give integration opportunity for consortiums for their fortune,which they participate in the business after a number of bankrupt cases happened to local cable companies.However,as compare to the present cable rental to the previous schedule,the rental charges have been risen from two to three time than ever before,yet the price decision making only by those new cardinals prior to the the beginning of 1991.Regarding protest against rising rental charge by consumers,of which whether it is an alternative acceptable by consumers and capaibility of against cable companies¡¦rental charge? In this study by adopting a survey onto a period of primary rental adjustment in 1991,catalogue it into several topics of integrated quality satisfaction about cable companies¡¦service,a rental adjustment satisfaction responded by consumers¡¦visual impression as subjects perceiving the programs and those package whether comply with expected qualities.First,to catalogue the local subcribers whose age are from 16-year to 70-year and living in northern area of Kaohsiung County.Second,adopt individual interview as the manner to survey and employ layer random sampling to retrieve total 500 valid samples.Afterward,implement one-way ANOVA analysis,and linear structrual relation(LISREL) staistics analysis tools to process data analysis as for understanging local cable television subscriber satisfaction. In this survey documentation procedure may featured by several layers; such as service qualities,program qualities,and price factors.As investigating individual compositional variables valid level as the manner to provide reference for local cable television company to promote their entertainment programs,channel program arrangement,and attached rental policy formation.Moreover,business promotion employed by the cable companies through consumer-integrated satisfaction as for secures their superiority positions in the future aggressive telecommunication market.

Abstract Role stress in the related researches on pressure is a variety which has been mentioned from work. Job satisfaction is not only a variety which usually discussed by researchers, but also an important factor for the human resource management often approached by the organization. However, many researches point out that role stress from work may reduce an employee's job satisfaction. Simultaneously, if customer service representatives (CSR) have role stress and reduce their job satisfaction, such a situation may influence the service quality and reputation of the enterprise. Recently, in order to enhance the service quality and customer satisfaction, many call centers in the telecommunication and financial enterprises are using computer and telephony integration system (CTI). Therefore, the thesis would like to research the influence of CSR role stress and job satisfaction with using CTI to analyze and discuss the case of TransAsia Telecommunications Inc.,. The thesis mainly uses the structural questionnaires to understand how CSR in TransAsia call center use CTI and think about role stress and job satisfaction. But the thesis speculates all the CSR, including the new members who work in TransAsia after using CTI, may have worked with CTI. Because the new members can't compare the present situation with the past for using CTI, the thesis decides to divide all the CSR into two groups---one is "Seniors", the other is "Juniors". The conclusions are as followed: (1)The more useful and easier CTI is used, the less role conflict and ambiguity Seniors have, and the greater internal and external satisfaction Seniors get. (2)The more useful CTI is, the less role conflict Juniors have, and the greater internal satisfaction Juniors get. Moreover, the less role conflict and ambiguity Juniors have, the greater internal and external satisfaction Juniors get. To sum up, the research hypotheses to Seniors are fully supported, but these to Juniors aren't fully supported. I infer the main reason why the research hypotheses to Juniors are not be fully supported is that the timing for surveying the use of CTI is too early, and Juniors who work in the call center just for one year. So they can't compare the present advantages of CTI with the past. However, there are many factors may influence an employee's job satisfaction, those are also the reasons why CTI can't completely explain job satisfaction of CSR.