Customer Service
Mostrando 13-24 de 178 artigos, teses e dissertações.
-
13. Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
Abstract Despite the advances in the evaluation of the quality of Software-as-a-Service (SaaS), new studies seem to be necessary, since the existing criticisms concerning the SERVQUAL scale and the lack of studies concerning the use of SERVPERF for this purpose. This work aims to fulfil this gap by proposing a methodological approach to assess the SaaS servi
Prod.. Publicado em: 13/11/2017
-
14. Proposal of a framework for product-service systems characterization
Abstract Product-service systems (PSS) design raises new issues, among which the need of encompassing a life cycle perspective. The aim of this paper is to propose a conceptual framework for PSS characterization through its life cycle. The purpose is to understand the structure, the sequence, and the main characteristics of PSS life cycle phases, characteriz
Prod.. Publicado em: 13/11/2017
-
15. SmartCoM: Smart Consumption Management Architecture for Providing a User-Friendly Smart Home based on Metering and Computational Intelligence
Abstract With advances in information technology for health and wellness, Smart Home-based solution providers using Internet of Things (IoT) technologies, have increased in importance and become accepted as an alternative means of saving energy when based on Home Energy Management Systems (HEMS). This paper defines a modern architecture (SmartCoM), which is
J. Microw. Optoelectron. Electromagn. Appl.. Publicado em: 2017-09
-
16. Proactive Management of IT Operations to Improve IT Services
Abstract IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2017-08
-
17. A CASE-BASED ROADMAP FOR LATERAL TRANSSHIPMENT IN SUPPLY CHAIN INVENTORY MANAGEMENT
ABSTRACT Manufacturers and wholesalers are increasingly cost conscious in response to today's hyper-competitive environment. Lateral transshipment (LT) has been proposed as a viable solution to drive total inventory costs down whilst increasing customer service level. Our study proposes five LT decision rules with a case-based roadmap to guide professional i
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2016-04
-
18. DEVELOPMENT OF A HYBRID FUZZY GENETIC ALGORITHM MODEL FOR SOLVING TRANSPORTATION SCHEDULING PROBLEM
ABSTRACT There has been an increasing public demand for passenger rail service in the recent times leading to a strong focus on the need for effective and efficient use of resources and managing the increasing passenger requirements, service reliability and variability by the railway management. Whilst shortening the passengers’ waiting and travelling time
JISTEM J.Inf.Syst. Technol. Manag.. Publicado em: 2015-12
-
19. The effects of trust transference, mobile attributes and enjoyment on mobile trust
Trust is essential in building relationships. In mobile commerce, as in electronic commerce, trust is even more valuable given the absence of human contact and direct observation of the service provider. Despite the importance of trust for mobile commerce, there has been little academic effort to study the relationships between mobile devices unique componen
BAR, Braz. Adm. Rev.. Publicado em: 2015-03
-
20. Factors affecting mobile users' switching intentions: a comparative study between the brazilian and german markets
In the competitive wireless market, there are many drivers behind customer defection. Switching barriers, service performance, perceived value in carriers' offers, satisfaction and other constructs can play a pivotal role in customer switching processes among carriers. This study attempts to compare the influence of these factors, taking into account cultura
BAR, Braz. Adm. Rev.. Publicado em: 2013-09
-
21. Analysis of the user satisfaction level in a public physical therapy service
BACKGROUND: The concepts of quality management have increasingly been introduced into the health sector. Methods to measure satisfaction and quality are examples of this trend. OBJECTIVE: This study aimed to identify the level of customer satisfaction in a physical therapy department involved in the public area and to analyze the key variables that im
Braz. J. Phys. Ther.. Publicado em: 01/08/2013
-
22. Processo de investigação e análise bibliométrica: avaliação da qualidade dos serviços bancários
O objetivo desta pesquisa é demonstrar como um pesquisador pode, de forma estruturada, selecionar artigos relevantes e identificar características dessas publicações que venham contribuir cientificamente para seu tema de interesse - aqui ilustrado na literatura internacional sobre Avaliação da Qualidade dos Serviços Bancários. O trabalho é caracteri
Rev. adm. contemp.. Publicado em: 2013-06
-
23. A perceived-control based model to understanding the effects of co-production on satisfaction
This article represents an initial effort to analyze the complex linkages among co-production, perceived control and satisfaction. Co-production refers to the consumer participation in production activities and is here considered a proxy for behavioral control as it allows consumers to have some control over the process of the desired product or service. Con
BAR, Braz. Adm. Rev.. Publicado em: 2013-06
-
24. The enhancing impact of friendship networks on sales managers' performance
This paper examines how relationships with friends moderate the impact of professional networks on sales performance. Based on a sample of 204 sales managers in a professional service company, this study presents evidence that friendship networks amplify the effect of sales forces' professional networks on new product sales as well as on prospecting and conv
BAR, Braz. Adm. Rev.. Publicado em: 2013-06