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Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction.Schoen, Andre January 2003 (has links)
SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.
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Effects of microparticulate drug delivery systems : tissue responses and transcellular transport /Ragnarsson, Eva, January 2005 (has links)
Diss. (sammanfattning) Uppsala : Uppsala universitet, 2006. / Härtill 6 uppsatser.
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L' agréation de la livraison dans la vente : essai de théorie générale /Boucard, Hélène, January 2005 (has links) (PDF)
Univ., Diss.--Poitiers, 2003.
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Management of labour use of water immersion for pain relief /Lai, Mei-fong, Janny. January 2008 (has links)
Thesis (M.Nurs.)--University of Hong Kong, 2008. / Includes bibliographical references (p. 81-90)
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Die Verpflichtung des Verkäufers zur Uebertragung des Eigentums /Asch, Adolf. January 1910 (has links)
Thesis (doctoral)--Universität zu Breslau.
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Der Kauf auf Abruf /Joachimski, Alois. January 1930 (has links)
Thesis (doctoral)--Universität Breslau.
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Optimization of cancer chemotherapy local delivery of paclitaxel and pharmacokinetics of suramin /Hu, Xiao, January 2004 (has links)
Thesis (Ph. D.)--Ohio State University, 2004. / Document formatted into pages; contains 181 p. Includes bibliographical references. Abstract available online via OhioLINK's ETD Center; full text release delayed at author's request until 2005 Nov. 24.
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Preliminary investigations into the development of novel layered phosphonic acid vesicles for targeted drug delivery applications /Helfrich, Marcus Robert, January 2002 (has links)
Thesis (Ph. D.)--University of Oregon, 2002. / Typescript. Includes vita and abstract. Includes bibliographical references (leaves 184-193). Also available for download via the World Wide Web; free to University of Oregon users. Address: http://wwwlib.umi.com/cr/uoregon/fullcit?p3045088.
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Business impacts of an effective material delivery model within a lean manufacturing systemBethiaume, Kari. January 2009 (has links) (PDF)
Thesis PlanB (M.S.)--University of Wisconsin--Stout, 2009. / Includes bibliographical references.
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Organizing health care systems a developmental approach /Werff, Albert van der, January 1976 (has links)
Thesis (doctoral)--Rijksuniversiteit te Utrecht.
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