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Click on any of the term papers to read a brief synopsis of the research paper. The essay synopsis includes the number of pages and sources cited in the paper.
This 25 page paper provides an overview of the current literature in regards to the nature of customer service and the changes in customer service in recent years. This paper integrates a view of customer service in retail, call centers, and in e-commerce, and the reasons and causes of poor service. Further, this paper also considers why it is so important for business to turn this trend around and suggests some ways that employers can refocus on customer service, including a view of quality principles (TQM). Bibliography lists 20 sources.
A 10 page paper comparing Bank of America and Charter One Bank, discussing their points of focus and differing positions in their markets. The paper discusses Bank of America more fully in that it is the largest retail bank in the country. The paper discusses issues of profitability, liquidity and regulation. Bibliography lists 7 sources.
This 10 page paper considers how the role of traditional banks is changing and the way that banks need to providing internet banking services. The paper considers how these services can be supplied looking at issues such as convenience, savings in the value chain, security and the risks associated with decreasing loyalty created by a lack of direct personal contact. The bibliography cites 9 sources.
This 14 page paper looks at the importance of quality and how it may be measured in a service organization using the example of a logistics firm offering heavy equipment moving services. The concept of quality and how it may be applied, identification of a model to measure services and potential method for improving services are all presented. The bibliography cites 14 sources.
A 3 page paper discussing the focus of a promotion offering cash back on credit card purchases made with a Piggy Bank credit card. Choices are to offer incentives at traditional retailers or limit the incentives to online sales. The paper recommends choosing traditional retail because its growth is slower and more predictable, allowing the bank to enter the promotion with a better sense of what the total cost will be. A 9-slide PowerPoint presentation is available. Bibliography lists 5 sources.