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Full-Text Articles in Business
Customer-Focused Business Practice Adoption: A Comparison Of Private And Public Sector Implementations, James P. Swisher
Customer-Focused Business Practice Adoption: A Comparison Of Private And Public Sector Implementations, James P. Swisher
Theses and Dissertations
This thesis evaluates a variety of documented cases of customer-focused business practice initiatives to discern common principles of implementation within the private and public sectors. The business practices Quality, Activity-Based Costing (ABC), Customer Profitability Analysis (CPA), and Customer Relationship Management (CRM) were found to be the major techniques utilized over the past three decades. Cases were collected which documented implementation of these customer-focused business practices in the private and public sectors. Using grounded theory methodology, the implementations were analyzed for emerging concepts. The concepts uncovered in this study were further analyzed through a comparison of private and public sector implementations. …
Using Customer Satisfaction For Measuring The Effectiveness Of Integrated Product Teams, Charles H. Embs, James N. Anderson
Using Customer Satisfaction For Measuring The Effectiveness Of Integrated Product Teams, Charles H. Embs, James N. Anderson
Theses and Dissertations
In attempting to develop a performance measurement system for assessing the effectiveness of integrated Product Teams (iPTs), this research focused on the identification of those characteristics that were most important to the customers of Hyrs. Customer satisfaction was selected as the focal point because it is the foundation of the Integrated Weapon System Management (IWSM) philosophy which fostered the IPT approach to conducting business. The customer satisfaction data was gathered from the Quality Air Force self-assessments conducted by the B-1, B-2, F-15, F-16, F-22, and C-17 System Program Offices, as well as interviews conducted by Brigadier General Kenne with several …
Measuring Customer Satisfaction: Practices Of Leading Military And Commercial Service Organizations, Daniel M. Hodgkiss, Manuel F. Casipit
Measuring Customer Satisfaction: Practices Of Leading Military And Commercial Service Organizations, Daniel M. Hodgkiss, Manuel F. Casipit
Theses and Dissertations
This research effort studied the customer satisfaction programs of six quality award winning service organizations in the military and commercial sectors. The purpose of the study was to assess the applicability of a general set of guidelines on measuring customer satisfaction for service organizations. This study discusses customer satisfaction, the importance of measuring customer satisfaction, guidelines regarding customer satisfaction, and the common practices of award winning service organizations. This study found that the common practices among service organizations provide support for the establishment of a general set of guidelines for measuring customer satisfaction. Universally applicable guidelines are listed and situationally …
Measuring User Satisfaction Of The Electronic Mail System At Air Force Materiel Command Headquarters As An Indicator Of The System's Effectiveness, Randall R. Bradford
Measuring User Satisfaction Of The Electronic Mail System At Air Force Materiel Command Headquarters As An Indicator Of The System's Effectiveness, Randall R. Bradford
Theses and Dissertations
The purpose of this study was to evaluate the effectiveness of the electronic mail system at the Air Force Materiel Command Headquarters. User satisfaction was measured as an indicator of the systems effectiveness. In order to provide an objective measurement of system effectiveness, the following research questions were addressed: (1) What is system effectiveness in relation to this particular electronic mail system, and how should it be measured? (2) What measurement instruments can be adapted, modified, or created to measure effectiveness as it is defined for problem? (3) If a measurement instrument is administered what do the results of the …