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21.
ABSTRACTGiven the critical need for retail firms to provide high quality customer service and satisfaction, this article investigates the importance of formalizing customer complaint handling policies and procedures with regard to its relationship to the ways in which retail companies receive, record, and respond to customer complaints. A survey of 184 firms from the retail environment of a midsized community reveals that the existence of such formalized procedures is significantly associated with firm size, better channels of communication with customers, mechanisms of recording customer feedback, and better-trained employees, which have been shown to relate to higher firm performance. 相似文献
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Optimization in telecommunication networks 总被引:1,自引:0,他引:1
Stan van Hoesel 《Statistica Neerlandica》2005,59(2):180-205
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Most negotiators would be happy to sharpen and refine their bargaining skills. The following points, drawn from practical experience, can help them do so. 相似文献
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The case study is about the Guaranty Trust Bank (GTB) of Nigeria and charts the growth of the bank from startup to its current position as the fifthlargest bank in Nigeria. The case describes how the vision of the bank's two cofounders is turned into reality by adopting an ethical brand positioning for the bank in a competitive environment characterized by corruption and lack of trust. Students are invited to participate in a strategic review of the bank's growth prospects. Using a brand model, students are asked to review appropriate brand development strategies. © 2005 Wiley Periodicals, Inc. 相似文献
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In this paper contingent price theory is used to infer the fair present value of the future effective spot rate under free float and alternative permissible band regimes. It is shown that a given term structure cannot at the same time bring about an equilibrium in both controlled and free exchange markets. A controlled exchange rate is proven to be less sensitive to changes in expectations about the future effective spot rate than a freely floating rate, whereas the interest rate change needed to offset such a shift is smaller. It is inferred that under an admissible band regime, the effective control limits on the current spot rate can differ significanly from the government's declared intervention points. 相似文献
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We present a formalized account of decision making as a multistep process that involves several classes of participating entities. The purpose of this article is to lay the foundations for a conceptual framework in which decision support systems can be placed. A series of increasingly formal representations of the decision problem are developed, from a mental model conceived by the decision maker to a knowledge base that may be used in a decision support system. The reformulations of the decision problem lead us to contemplate different forms of support: for mental models, for formal models (this includes supporting measurement and representation), for solution, and for communication. 相似文献
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Mike?W.?PengEmail author Garry?D.?Bruton Ciprian?V.?Stan Yuanyuan?Huang 《Asia Pacific Journal of Management》2016,33(2):293-317
State-owned enterprises (SOEs) contribute approximately 10% of the world’s GDP. SOEs at one time were predicted to disappear from the economic landscape of the world, but today SOEs are growing more prevalent in the world economy. The current theories of the firm that form the pillars of the management discipline largely ignore the theoretical differences that SOEs introduce into the conceptualization of the firm. Therefore, we extend four core theories of the firm by incorporating SOEs as a mainstream (not special or marginal) organizational form into these theories. We focus specifically on property rights theory, transaction cost theory, agency theory, and resource-based theory, culminating in a research agenda with 12 testable propositions. 相似文献
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The Europeanization of Industrial Relations in the Service Sector: Problems and Perspectives in a Heterogeneous Field,by Stefan Rüb and Hans‐Wolfgang Platzer (trans. P. Burgess). Peter Lang,New York, 2015, 244 pp., ISBN: 978‐3‐0343‐1967‐6, $64.95, paperback. 下载免费PDF全文
Stan De Spiegelaere 《英国劳资关系杂志》2016,54(3):677-678