Service failure and recovery is a well-established area of services research. Research has shown that service recovery is critically important from a managerial perspective in terms of maintaining customer relationships. Yet few firms excel at handling service failures. There is a growing number of managers who claim that customers tend to be dissatisfied with their service recovery effort. The...

Storage space, loss of documents, misfiled and misplaced documents, and document retrieval are just a few of the problems of processing large volumes of paper. High storage costs, lost productivity, personnel costs, and poor responsiveness are some of the results. Until recently, technology could not provide a Cost-effective method for reducing this paper flow. IBM designed its midrange ImagePl...

Internet Service Provider XYZ is a service company that provides variety of package products, cloud data, communication networks, and complete installations, as well various local international TV channel packages interactively using fiber optic technology. However, over time, problems arose, where many customers complained about the troubleshooter management provided by ISP, for example, relat...

In this study, our focus was to explore the effect of customer service delivery on corporate efficiency deposit money banks. It sought establish effects consumer education, complaint handling, follow-up and self-service efficiency. The study adopted cross-sectional survey research design. Using a structured questionnaire, obtained primary data from 232 managerial marketing-related personnel sel...

this essay proposes results of three investigations on satisfaction of industry & mine bank's customers. this research rendered yearly and pursues following purposes: attainment to resolution for increasing customers' satisfaction, knowing of customers' attitudes on bank employees, customers' judgment on regularities of bank, measuring customers' satisfaction, knowing o...

User retention refers to a company's efforts and tactics for retaining existing consumers. analytics facilitate these measures by providing predictive data of which consumers are likely churn, allowing them be ahead the game. Since mid-1990s, user has been hot topic, but little research done on process that leads high rates. The relationship between outcomes, budgeting accountability, segmentat...

The traveling salesman problem with time windows (TSPTW) is a variant of the traveling salesman problem in which each customer should be visited within a given time window. In this paper, we propose an electromagnetism-like algorithm (EMA) that uses a new constraint handling technique to minimize the travel cost in TSPTW problems. The EMA utilizes the attraction-repulsion mechanism between char...

Existing processes and methods for incident handling are geared towards infrastructures and operational models that will be increasingly outdated by cloud computing. Research has shown that to adapt incident handling to cloud computing environments, cloud customers must establish clarity about their requirements on Cloud Service Providers (CSPs) for successful handling of incidents and contract...

Global logistics networks have an increasing demand for handling of general cargo. Particularly, huband-spoke networks requires a lot of handling actions in order to realize benefits in comparison to point-topoint networks. The use of automation technologies for improving the handling efficiency is still very challenging because of low standardized logistic processes. Depending on requests of s...