ESSAYS -
LIST OF AVAILABLE ESSAYS ...
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Customer Retention and Maximization
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This 3 page paper uses F. Robert Dwyer’s book on business marketing as a starting point for a discussion of customer retention and maximization, and why they are important. Bibliography lists 2 sources.
Filename: HVCusRet.rtf

Customer Retention by Use of the Customer Corridor;
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This 15 page report style paper considers the use of the customer corridor in retaining and developing long term relationships between suppliers and their customers as well as attracting new customers. The paper is written in report format, heading were supplied buy the student. The paper concentrates on the example of Cadbury Schweppes, but may be equally applied to any other company in a commercial environment. The paper includes two flow carts and the bibliography cites 10 sources.
Filename: TEcusco2.wps

Customer Retention in a Competitive Environment
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This 8 page paper looks at the way in which the mapping of customer corridor can help in retaining and increasing satisfaction of customers. This includes an explanation of the way in which the tool can be used and the benefits it may provide. The bibliography cites 3 sources.
Filename: TEcuscor.wps

Customer Role, Satisfaction and Retention in Regards to the Dental Practice of Dr. Sandra M. Finch, D.M.D.
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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.
Filename: TJFinch1.rtf

Customer Satisfaction Action Research
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A 15 page paper providing only the methodology and proposal sections of a larger paper addressing airport customer service. The methodology section discusses the nature of action research at length and includes brief discussions of the case study and survey methods of qualitative research that will be employed as well. Includes a table and 3 diagrams. Bibliography lists 11 sources.
Filename: KSresActCustSat.rtf

Customer Satisfaction Action Research
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A 25 page paper providing methodology and proposal sections of a larger paper addressing airport customer service. The methodology section discusses the nature of action research at length and includes brief discussions of the case study and survey methods of qualitative research that will be employed as well. The proposal section fully describes 4 iterations of the action research project. Includes a table and 3 diagrams. Bibliography lists 11 sources.
Filename: KSresActCustSat2.rtf

Customer Satisfaction and Organizational Behavior
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A 12 page paper reviewing several empirical studies of customer satisfaction. There appears to be relatively few published empirical studies that specifically address the issue of customer satisfaction. Even fewer use the information gained to suggest changes in organizational behavior, at least at systemic levels where those changes can have the greatest effect. Those studies that do exist, however, bring valuable insights that together can lead to a synthesis of the information within them and understanding the theoretical frameworks in which each was undertaken. Bibliography lists 13 sources.
Filename: KScustSatOrgBe.rtf

Customer Satisfaction In Service
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A 6 page paper discussing current views of ways to enhance customer satisfaction in service applications. Service has been a larger contributor to the overall economy for several years, and the trend is only growing. Businesses spend millions on market research and inventive new ways to build new customers, but too many neglect their existing customers and allow them to be unhappy with the service they have received. Despite all the market research and consumer behavior research of recent times, perhaps the best route to increasing customer satisfaction is that paved by small merchants of a less sophisticated era, when there was no discussion of 'company policy' when a customer was unhappy, and the reasonable customer never, ever left unhappy with the solution Bibliography lists 15 sources.
Filename: Custsats.wps

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 Satisfaction: Airlines
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A 10 page paper that investigates customer satisfaction as related to airlines. Formal complaints to the Department of Transportation have increased so much that both this agency and Congress are considering additional laws and regulations to protect the passenger. The essay discusses customer dissatisfaction and provides possible reasons for the lack of response from airlines. One airline, however, continuously receives high ratings. The reasons for this are discussed. Airline rankings are included as are examples. 1 table is included. Bibliography lists 8 sources.
Filename: PGair3.msw