Este estudo buscou compreender o canal de marketing usado para distribuição de servidores de microinformática do tipo x86 que, segundo institutos de pesquisas como o IDC (2009), responderão pela maioria absoluta de todos os servidores vendidos no país. Dentro da categoria de servidores x86, foram explorados os que estão em fases de crescimento e maturidade no ciclo de vida, devido aos potenciais de venda e de agregação de serviços ao cliente final. Para tanto, foram entrevistados doze membros deste canal, incluindo o fabricante dos produtos, três atacadistas, quatro varejistas e quatro clientes finais. Estes foram questionados sobre suas funções no canal de marketing analisado, avaliação de capacitação técnica para venda e prestação de serviços ao cliente, além dos papéis dos clientes e suas expectativas quando ao serviço ao cliente prestado. Percebeu-se que deficiência na capacitação e falta de estruturação nos varejistas pode ser um fator crítico para o canal de marketing, podendo comprometer a imagem dos produtos vendidos, o entendimento das necessidades e a prestação de serviços ao cliente e, de certa forma, o resultado de todos os outros membros do canal. / The intent of this study was to understand the marketing channel used to distribute x86 servers which, according to research institutes such as IDC (2009), will account for the majority of the servers sold in Brazil. Within the x86 category only products in growth or maturing lifecycle were considered in the investigation. These were selected due to potential of sales and customer services aggregation to the final purchasing customers. To accomplish that, twelve members of this channel were interviewed, including the product manufacturer, three wholesalers, four retailers and four final customers. They were asked about their function in the studied marketing channel, about their technical capability to sell and to serve customers, in addition to understanding the customer roles and their expectations on the performed service. The results found that reseller deficiency in technical skills and poor structure definition may be a critical factor for the marketing channel. This possibly compromises the image of sold products, the understanding of customer needs, customer services delivered and, in a certain way, the results for the other channel members.

Wong, Yuen Shan Noel. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2007. / Includes bibliographical references (leaves 59-66). / Abstracts in English and Chinese, appendix also in Chinese. / Abstract --- p.i / 摘要 --- p.iii / Acknowledgement --- p.iv / Table of Content --- p.v / Lists of Tables --- p.vii / Lists of Figures --- p.viii / Chapter CHAPTER 1. --- INTRODUCTION --- p.1 / Background --- p.1 / Overview of Emotional Labor --- p.3 / Antecedents of Emotional Labor --- p.4 / Consequences of Emotional Labor --- p.6 / Moderators --- p.9 / Moderating Effects on the Display Rule-Emotion Regulation Relations --- p.12 / Emotional stability and extraversion --- p.14 / Person-job fit and person-organization Fit --- p.18 / Moderating Effects on the Emotion Regulation-Negative Outcomes Relations --- p.21 / Emotional stability and extraversion --- p.22 / Person-job fit and person-organization Fit --- p.23 / Chapter CHAPTER 2. --- METHOD --- p.28 / Participants --- p.28 / Measures --- p.29 / Analysis Plan --- p.32 / Chapter CHAPTER 3. --- RESULTS --- p.35 / Descriptive Analyses --- p.35 / Structural Equation Modeling --- p.38 / Chapter CHAPTER 4. --- DISCUSSION --- p.48 / Moderating Effects on the Display Rules-Deep Acting Relation --- p.48 / Moderating Effects on the Display Rules-Surface Acting Relation --- p.52 / Moderating Effects on the Emotion Regulation-Outcomes Relations --- p.53 / Common Method Variance --- p.53 / Limitations --- p.55 / Implications --- p.56 / Chapter CHAPTER 5. --- CONCLUSION --- p.58 / References --- p.59 / Appendix --- p.67

Thesis (MPA.) -- University of Limpopo, 2017 / The purpose of the research was to examine if the implementation of customer care has any effect on service delivery at Thulamela Local Municipality. Specifically the study focused on four main aspects, namely:to determine the effects of implementing customer care to enhance service delivery at Thulamela Local Municipality; to analyse the effects of enhancing customer care through quality service delivery; to investigate mechanisms of improving customer care through public relations; to explore the effect of implementing Batho-Pele principles in promoting customer care. The study used qualitative interviews to collect data from respondents. The study revealed that there was a relationship between customer care and service delivery and where customer care prevailed service delivery improved. The findings also strongly indicated that through public relations and the implementation of Batho-Pele principles, customer care can be enhanced and consequently quality service delivery. The study recommended that tools and systems should be developed that would motivate municipal employees to implement customer care. Training of municipal employees with regard to customer care was also emphasized. It was further recommended that the leadership at Thulamela Local Municipality should be morally sound for subordinates to follow.

A local utility company processes a variety of jobs each day including meter reading, service shut-offs, emergency response, and customer service work. For the Company, a specific workflow begins with automated meter-reading (AMR) and ends with collections/service shut-offs (CSOs) for accounts with excessively late payments (AMR-CSO workflow). There are considerable and systemic sources of variability in both the workload and resource demands of the AMR-CSO workflow including order arrival, order release schedules, order batch-sizing and maintenance scheduling. This project draws on theory from the job-shop problem to explore possible means to mitigate this variability. We hypothesized that controlling various forms of input variability would lead to reduced downstream workload variability. Using discrete event simulation we tested a variety of measures to reduce input variability in the workflow. Consistent with other literature we find that various workload control tactics have limited impact on output measures and system performance. However, we found that system is much more sensitive to resource capacity variability. One input control tactic we call Targeted Release allowed us to reduce Company capacity variability which suggested significantly improved outcomes. These initial results are promising for both the Company and for future investigation of tactics to mitigate resource capacity variability.

Abstract not available

"July 2003" / Bibliography: p. 161-170. / 170, [28] p. : ill. ; 30 cm. / Title page, contents and abstract only. The complete thesis in print form is available from the University Library. / Builds a model of performance based on customer defined market orientation and which includes customer service (customer process) and customer retention (business performance). Examines the nature of market orientation and its impact on customer satisfaction and customer retention in the service sector. / Thesis (Ph.D.)--University of Adelaide, School of Commerce, 2003

Thesis (Ph. D.)--University of Missouri-Columbia, 2001. / Typescript. Vita. Includes bibliographical references (leaves 178-189). Also available on the Internet.

Thesis (M.A.)--Bowling Green State University, 2009. / Document formatted into pages; contains ix, 66 p. Includes bibliographical references.

Thesis (Ph. D.)--University of Missouri-Columbia, 2001. / Typescript. Vita. Includes bibliographical references (leaves 178-189). Also available on the Internet.

M. Tech. Business Administration / One of the challenges facing analytical laboratories is to satisfy customer needs. Organisations are striving to achieve high levels of customer satisfaction. Service providers, like analytical laboratories, are faced with different problems that challenge customer satisfaction: turn-around time, quality of service, employee skills levels, cost, and customer retention. This research was conducted in order to identify and understand factors contributing to customer satisfaction.