...S.-J. Russell © Emerald Group Publishing Limited 2010 --> Customer service management Customer services quality Quality management techniques Department stores Employees Motivation (psychology) Shopping Retailing Retail trade Customer relations Customer requirements...

... of circular relations (see Table I). © Emerald Group Publishing Limited 2010 Customer relations Banks Financial services In recent years, many firms in the banking and financial‐services industry – such as Midland Bank (UK), Habib Bank (Pakistan), Qatar Development Bank (Qatar), AFFINBANK...

... and for their customer retention strategies. Records how Nextel’s good customer relations went downhill after the merger with Sprint, three years ago;identifies the reasons for the decline in customer service standards. Features examples of the company’s past poor attitude towards customer care and puts forward how...

... Purpose The purpose of this paper is to explain how a training initiative helped to boost customer service and improve customer relations at a UK workwear‐rental supplier, despite difficult trading conditions across its sector. Design/methodology/approach Highlights the reasons...

... Limited 2005 Retention Call centres Customer relations Organizational performance The contact‐center industry has traditionally battled to retain staff, as agents either swap one call‐center company for another or move to a new industry altogether – taking with them the skills...