...K.L. Choy; Kenny K.H. Fan; Victor Lo In increasingly competitive markets, customer satisfaction is a vital corporate objective. Key elements to increasing customer satisfaction include producing consistently high‐quality products and providing high‐quality customer service. Also, supplier...

... in terms of its responsiveness, customer service, efficiency, and competitive pricing. In the existing literature, lean principles are generally applied to manufacturing only, this paper relies on a case study to show the application of lean manufacturing principles to the administrative function...

... £29.50 Customer Service Database management Decision making ...

...Matt Eppinette; R. Anthony Inman; Roger Alan Pick Argues that expert systems are a useful tool in implementing quality customer service. Examines seven steps of customer service and illustrates how expert systems can support each step. Draws on the literature in the field to cite commercial...