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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

Customer Value Management At Marks & Spencer
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This 15 page paper investigates customer value management and customer value analysis and applies the concepts to the practices Marks and Spencer seem to implement and/or advocate. Examples of other businesses are also be offered for the purpose of demonstrating some of the concepts discussed. The essay concludes with recommendations for Marks and Spencer to further their competitive advantage through specific customer value management action steps. One graphic illustration is provided. Bibliography lists 9 sources.
Filename: CVM.doc

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This 3-page paper discusses if customers form relationships with brands, products or services. Bibliography lists 5 sources.
Filename: MTcusbrare.rtf

CYA In The Workplace
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5 pages in length. The workplace has become a battle zone within the past couple of decades as more and more issues arise that test the very framework of interoffice harmony. Jobs are no longer protected by the silent oath of loyalty; in fact, in order to hold on to positions, employees are being forced to play hardball while up against the big boss. CYA in the workplace is as fundamental in today's work environment as are the skills that get one hired in the first place. As well, it is essential to maintain a concise and up-to-date paper trail as a means of written protective proof for the time when the ax unfairly falls or a discriminatory situation arises. The writer discusses CYA and the importance of paper trails as they relate to the workplace. Bibliography lists 4 sources.
Filename: TLC-CYA.doc

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This 5-page paper discusses the failure of Daimler-Chrysler, and what organizational behaviors between the two companies caused it. Bibliography lists 3 sources.
Filename: MTdaimchry.rtf

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