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Papers On Business Management & Management Theory
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Customer Satisfaction/Profitability v. Production & Quality
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A 12 page research paper that explores the topic of customer satisfaction and how it is related to both profitability and product/service quality. This relationship reveals why customer satisfaction has taken center-stage in the new economic paradigm. No longer is customer satisfaction a cursory consideration to profitability. Customer satisfaction, in many ways, is profitability. Bibliography lists 10 sources.
Filename: khcussat.rtf

Customer Service
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A 3 page essay in which the writer/tutor relates personal experience that involved poor customer service. Then, the writer discusses what the company involved can do to improve its customer service and offers further observations. Bibliography lists 1 source.
Filename: khcusser.rtf

Customer service
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A twenty page paper which looks at the ways in which companies can improve their customer service rating, in terms of different organisational approaches and structures. Bibliography lists 20 sources.
Filename: JLcustserv.rtf

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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.
Filename: MTtqmcus.rtf

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