Research Paper On Customer Satisfaction In Telecom

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  • Total Quality Management and Customer Service

    This 42-page paper discusses how the concept of customer service and satisfaction can be tied to the concept of Total Quality Management (TQM). The paper discusses the history and reasons for TQM, why it's so important to customer service and how these two match up. Also presented are case studies of how TQM has benefited customer satisfaction. Bibilography lists 15 sources.

  • Dr. Sandra M. Finch's Dental Practice and Customers Role, Satisfaction, and Retention

    This is a 5 page paper discussing various suggestions and opportunities for customer satisfaction and retention in a dental practice. Assessment of the information available on the web site of Dr. Sandra Finch, D.M.D (www.drfinch.com), provides the reader with a good outline of the services available in her dental practice in White Rock, British Columbia. The web page gives background, education and training information about Dr. Finch herself under “Meet the Doctor” as well as other customer services areas such as “About the Practice”, “New Patient Information”, “Cosmetic Dentistry”, “Testimonials” and an email contact address under “Contact Us”. The importance of the customer/patient is emphasized throughout the web site and the invitation is also extended to welcome new patients. However, in order to retain her current patients and attract new patients, various customer relations procedures could be introduced which would provide a unique edge over the competition. These practices could include increased advertising through other areas of the media, public speeches to local social groups, customer satisfaction surveys, setting up a referral network, larger access through the web page, guaranteed appointment times and extended hours among other suggestions. Bibliography lists 6 sources.

  • Customer Needs and Total Quality Management

    This 5 page report discusses the many components of TQM that are essential to assuring that a customer’s needs are full met in ways that serve both that customer and the organization. In virtually every context of the business mindset of the 21st century, value, benefits and long-term outcomes drive the larger considerations associated with the operations most often associated with customer satisfaction. Bibliography lists 4 sources.

  • Hotel Revenue Management Systems Twenty Five Article Literature Review

    This is an 8 page literature review on hotel revenue management systems. A literature review on hotel revenue management systems covers not only the recently developed technological systems which handle different revenue management concerns such as forecasting, demand, competition and hospitality networks but also covers many traditional avenues used to increase revenue such as customer satisfaction, environmentally efficient programs, introduction of innovative and unique facilities and catering to specific target groups among other factors. Bibliography lists 25 sources.

  • Category Management

    A 20 page paper providing chapters 1 and 2 of an MBA thesis discussing category management from the retailer's perspective and hypothesizing that its use leads to greater customer satisfaction. Chapter 1 is the introduction and provides background on category management, its uses, history and development. Chapter 2 is the literature review for the project. Bibliography lists 31 sources.

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