47 CFR 64.617 - Neutral Video Communication Service Platform.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 3 2013-10-01 2013-10-01 false Neutral Video Communication Service Platform... Related Customer Premises Equipment for Persons With Disabilities § 64.617 Neutral Video Communication... Neutral Video Communication Service Platform to process VRS calls. Each VRS CA service provider shall be...

47 CFR 64.617 - Neutral Video Communication Service Platform.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 3 2014-10-01 2014-10-01 false Neutral Video Communication Service Platform... Related Customer Premises Equipment for Persons With Disabilities § 64.617 Neutral Video Communication... Neutral Video Communication Service Platform to process VRS calls. Each VRS CA service provider shall be...

78 FR 30226 - Accessibility Requirements for Internet Browsers

Federal Register 2010, 2011, 2012, 2013, 2014

2013-05-22

... products and services with peripheral devices or specialized customer premise equipment commonly used by... the telephone or services that such manufacturer or provider offers is accessible to and usable by... requires certain Internet browsers used for advanced communications services to be accessible to people...

76 FR 82353 - Implementing the Provisions of the Communications Act of 1934, as Enacted by the Twenty-First...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-12-30

..., equipment or services must be compatible with existing peripheral devices or specialized customer premises... offer advanced communications services in or affecting interstate commerce, including resellers and...) the extent to which the service provider or manufacturer in question offers accessible services or...

47 CFR 6.17 - Informal complaints; form and content.

Code of Federal Regulations, 2010 CFR

2010-10-01

... SERVICE, TELECOMMUNICATIONS EQUIPMENT AND CUSTOMER PREMISES EQUIPMENT BY PERSONS WITH DISABILITIES...) The specific relief or satisfaction sought by the complainant, and (7) The complainant's preferred...

Value Co-creation from the Consumer Perspective

NASA Astrophysics Data System (ADS)

Baron, Steve; Warnaby, Gary

The paper provides the basis for a classification of organizational operant resources as seen from a customer perspective. It facilitates, particularly, research and further understanding of Foundational Premise 9 (FP9) of the service-dominant logic of marketing (i.e. all social and economic actors are resource integrators), and suggests areas for more focused research on other foundational premises relating to value co-creation. It is based on research undertaken for, and with, the British Library, and offers an alternative research approach to the more conventional ­customer satisfaction survey in order to ascertain value from a ­consumer perspective.

[Organization and technology in the catering sector].

PubMed

Tinarelli, Arnaldo

2014-01-01

The catering industry is a service characterized by a contract between customer and supplier. In institutional catering industry, the customer is represented by public administration; in private catering industry, the customer is represented by privates. The annual catering trades size is about 6.74 billions of euros, equally distributed between health sector (hospitals, nursing homes), school sector and business sector (ivorkplace food service), with the participation of nearly 1.200 firms and 70.000 workers. Major services include off-premises catering (food prepared away from the location where it's served) and on-premises catering (meals prepared and served at the same place). Several tools and machineries are used during both warehousing and food refrigerating operations, and during preparation, cooking, packaging and transport of meals. In this sector, injuries, rarely resulting serious or deadly, show a downward trend in the last years. On the contrary, the number of occupational diseases shows an upward trend. About the near future, the firms should become global outsourcer, able to provide other services as cleaning, transport and maintenance. In addition, they should invest in innovation: from tools and machineries technology to work organization; from factory lay-out to safely and health in the workplaces.

Customer premise service study for 30/20 GHz satellite system

NASA Technical Reports Server (NTRS)

Milton, R. T.; Ross, D. P.; Harcar, A. R.; Freedenberg, P.; Schoen, D.

1983-01-01

Satellite systems in which the space segment operates in the 30/20 GHz frequency band are defined and compared as to their potential for providing various types of communications services to customer premises and the economic and technical feasibility of doing so. Technical tasks performed include: market postulation, definition of the ground segment, definition of the space segment, definition of the integrated satellite system, service costs for satellite systems, sensitivity analysis, and critical technology. Based on an analysis of market data, a sufficiently large market for services is projected so as to make the system economically viable. A large market, and hence a high capacity satellite system, is found to be necessary to minimize service costs, i.e., economy of scale is found to hold. The wide bandwidth expected to be available in the 30/20 GHz band, along with frequency reuse which further increases the effective system bandwidth, makes possible the high capacity system. Extensive ground networking is required in most systems to both connect users into the system and to interconnect Earth stations to provide spatial diversity. Earth station spatial diversity is found to be a cost effective means of compensating the large fading encountered in the 30/20 GHz operating band.

47 CFR 36.142 - Categories and apportionment procedures.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 2 2010-10-01 2010-10-01 false Categories and apportionment procedures. 36.142 Section 36.142 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER SERVICES... Customer Premises Equipment that was detariffed pursuant to the Second Computer Inquiry decision. It shall...

47 CFR 36.142 - Categories and apportionment procedures.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 2 2013-10-01 2013-10-01 false Categories and apportionment procedures. 36.142 Section 36.142 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER SERVICES... Customer Premises Equipment that was detariffed pursuant to the Second Computer Inquiry decision. It shall...

47 CFR 36.142 - Categories and apportionment procedures.

Code of Federal Regulations, 2011 CFR

2011-10-01

... 47 Telecommunication 2 2011-10-01 2011-10-01 false Categories and apportionment procedures. 36.142 Section 36.142 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER SERVICES... Customer Premises Equipment that was detariffed pursuant to the Second Computer Inquiry decision. It shall...

47 CFR 36.142 - Categories and apportionment procedures.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 2 2012-10-01 2012-10-01 false Categories and apportionment procedures. 36.142 Section 36.142 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER SERVICES... Customer Premises Equipment that was detariffed pursuant to the Second Computer Inquiry decision. It shall...

47 CFR 36.142 - Categories and apportionment procedures.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 2 2014-10-01 2014-10-01 false Categories and apportionment procedures. 36.142 Section 36.142 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER SERVICES... Customer Premises Equipment that was detariffed pursuant to the Second Computer Inquiry decision. It shall...

47 CFR 7.3 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-10-01

... fiscal relationship of covered entity in question to the parent entity. (i) The term specialized customer... and specialized customer premises equipment commonly used by individuals with disabilities to achieve...-proprietary standard signals used by TTYs. (c) The term customer premises equipment shall mean equipment...

47 CFR 64.607 - Furnishing related customer premises equipment.

Code of Federal Regulations, 2011 CFR

2011-10-01

.... 64.607 Section 64.607 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER... premises equipment. (a) Any communications common carrier may provide, under tariff, customer premises... computers. [56 FR 36731, Aug. 1, 1991, as amended at 72 FR 43560, Aug. 6, 2007; 73 FR 21252, Apr. 21, 2008...

47 CFR 64.607 - Furnishing related customer premises equipment.

Code of Federal Regulations, 2014 CFR

2014-10-01

.... 64.607 Section 64.607 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER... premises equipment. (a) Any communications common carrier may provide, under tariff, customer premises... computers. [56 FR 36731, Aug. 1, 1991, as amended at 72 FR 43560, Aug. 6, 2007; 73 FR 21252, Apr. 21, 2008...

47 CFR 64.607 - Furnishing related customer premises equipment.

Code of Federal Regulations, 2013 CFR

2013-10-01

.... 64.607 Section 64.607 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER... premises equipment. (a) Any communications common carrier may provide, under tariff, customer premises... computers. [56 FR 36731, Aug. 1, 1991, as amended at 72 FR 43560, Aug. 6, 2007; 73 FR 21252, Apr. 21, 2008...

47 CFR 64.607 - Furnishing related customer premises equipment.

Code of Federal Regulations, 2010 CFR

2010-10-01

.... 64.607 Section 64.607 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER... premises equipment. (a) Any communications common carrier may provide, under tariff, customer premises... computers. [56 FR 36731, Aug. 1, 1991, as amended at 72 FR 43560, Aug. 6, 2007; 73 FR 21252, Apr. 21, 2008...

47 CFR 64.607 - Furnishing related customer premises equipment.

Code of Federal Regulations, 2012 CFR

2012-10-01

.... 64.607 Section 64.607 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER... premises equipment. (a) Any communications common carrier may provide, under tariff, customer premises... computers. [56 FR 36731, Aug. 1, 1991, as amended at 72 FR 43560, Aug. 6, 2007; 73 FR 21252, Apr. 21, 2008...

47 CFR 32.2321 - Customer premises wiring.

Code of Federal Regulations, 2012 CFR

2012-10-01

... SYSTEM OF ACCOUNTS FOR TELECOMMUNICATIONS COMPANIES Instructions for Balance Sheet Accounts § 32.2321... 232, Station Connections, inside wiring subclass. (b) Embedded Customer Premises Wiring is that...

47 CFR 32.2321 - Customer premises wiring.

Code of Federal Regulations, 2011 CFR

2011-10-01

... SYSTEM OF ACCOUNTS FOR TELECOMMUNICATIONS COMPANIES Instructions for Balance Sheet Accounts § 32.2321... 232, Station Connections, inside wiring subclass. (b) Embedded Customer Premises Wiring is that...

Microbiological quality of open ready-to-eat salad vegetables: effectiveness of food hygiene training of management.

PubMed

Sagoo, S K; Little, C L; Mitchell, R T

2003-09-01

During September and October 2001, a microbiological study of open, ready-to-eat, prepared salad vegetables from catering or retail premises was undertaken to determine their microbiological quality. The study focused on those salad vegetables that were unwrapped and handled either by staff or customers in the premises where the sample was taken. Examination of salad vegetables from food service areas and customer self-service bars revealed that most (97%; 2,862 of 2,950) were of satisfactory or acceptable microbiological quality, 3% (87) were of unsatisfactory microbiological quality because of Escherichia coli levels in the range of 10(2) to 10(5) colony-forming units per gram. One (<1%) sample was of unacceptable microbiological quality because of the presence of Listeria monocytogenes at 840 colony-forming units per gram. The pathogens E. coli O157, Campylobacter spp., and salmonellas were not detected in any of the samples examined. The display area for most food service and preparation areas (95%) and self-service salad bars (98%) that were visited was judged to be visibly clean by the sampling officer. Most self-service bars (87%) were regularly supervised or inspected by staff during opening hours, and designated serving utensils were used in most salad bars (92%) but in only a minority of food service areas (35%). A hazard analysis system was in place in most (80%) premises, and in 61%, it was documented. Most (90%) managers had received food hygiene training. A direct relationship was shown between increased confidence in the food business management and the presence of food safety procedures and the training of management in food hygiene.

27 CFR 24.137 - Alternate use of the wine premises for customs purposes.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 27 Alcohol, Tobacco Products and Firearms 1 2010-04-01 2010-04-01 false Alternate use of the wine... TOBACCO TAX AND TRADE BUREAU, DEPARTMENT OF THE TREASURY LIQUORS WINE Establishment and Operations Alternation § 24.137 Alternate use of the wine premises for customs purposes. (a) General. The wine premises...

Exposure of hospitality workers to environmental tobacco smoke

PubMed Central

Bates, M; Fawcett, J; Dickson, S; Berezowski, R; Garrett, N

2002-01-01

Objective: To determine quantitatively the extent of exposure of hospitality workers to environmental tobacco smoke (ETS) exposure during the course of a work shift, and to relate these results to the customer smoking policy of the workplace. Subjects: Three categories of non-smoking workers were recruited: (1) staff from hospitality premises (bars and restaurants) that permitted smoking by customers; (2) staff from smokefree hospitality premises; and (3) government employees in smokefree workplaces. All participants met with a member of the study team before they began work, and again at the end of their shift or work day. At each meeting, participants answered questions from a standardised questionnaire and supplied a saliva sample. Main outcome measures: Saliva samples were analysed for cotinine. The difference between the first and second saliva sample cotinine concentrations indicated the degree of exposure to ETS over the course of the work shift. Results: Hospitality workers in premises allowing smoking by customers had significantly greater increases in cotinine than workers in smokefree premises. Workers in hospitality premises with no restrictions on customer smoking were more highly exposed to ETS than workers in premises permitting smoking only in designated areas. Conclusions: Overall, there was a clear association between within-shift cotinine concentration change and smoking policy. Workers in premises permitting customer smoking reported a higher prevalence of respiratory and irritation symptoms than workers in smokefree workplaces. Concentrations of salivary cotinine found in exposed workers in this study have been associated with substantial involuntary risks for cancer and heart disease. PMID:12035005

Implementation of Section 255 of the Telecommunications Act of 1996: access to telecommunications services, telecommunications equipment, and customer premises equipment by persons with disabilities--FCC. Notice of proposed rulemaking.

PubMed

1998-05-22

This Notice of Proposed Rulemaking (NPRM) is an important step in the Commission's effort to increase the accessibility of telecommunications services and equipment to Americans with disabilities. The NPRM proposes a framework for implementing section 255 of the Communications Act of 1934 (Act), which requires telecommunications equipment manufacturers and service providers to ensure that their equipment and services are accessible to persons with disabilities, to the extent it is readily achievable to do so. In addition, if accessibility is not readily achievable, section 255 requires manufacturers and service providers to ensure compatibility with existing peripheral devices or specialized customer premises equipment commonly used by individuals with disabilities to achieve access, to the extent it is readily achievable to do so. The NPRM first explores the Commission's legal authority to establish rules implementing section 255. The NPRM then seeks comment on the interpretation of specific statutory terms that are relevant to the proceeding. Finally, the NPRM seeks comment on proposals to implement and enforce the requirement that telecommunications equipment and services be made accessible to the extent readily achievable. The actions proposed in the NPRM are needed to ensure that people with disabilities are not left behind in the telecommunications revolution and consequently isolated from contemporary life.

Academic Librarians and Publishers: Customers versus Producers or Partners in the Planning of Electronic Publishing?

ERIC Educational Resources Information Center

Hunter, Karen

1988-01-01

Proposes that academic librarians and publishers should view themselves as partners rather than adversaries. Following a discussion of premises, problems, and attitudes related to librarian-publisher cooperation, several areas for joint development are suggested: new products and services; CD-ROM; electronic document delivery; scholarly book…

47 CFR 64.606 - Internet-based TRS provider and TRS program certification.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 3 2014-10-01 2014-10-01 false Internet-based TRS provider and TRS program... Services and Related Customer Premises Equipment for Persons With Disabilities § 64.606 Internet-based TRS... including notification in the Federal Register. (2) Internet-based TRS provider. Any entity desiring to...

47 CFR 64.606 - Internet-based TRS provider and TRS program certification.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 3 2013-10-01 2013-10-01 false Internet-based TRS provider and TRS program... Services and Related Customer Premises Equipment for Persons With Disabilities § 64.606 Internet-based TRS... including notification in the Federal Register. (2) Internet-based TRS provider. Any entity desiring to...

47 CFR 64.606 - Internet-based TRS provider and TRS program certification.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 3 2012-10-01 2012-10-01 false Internet-based TRS provider and TRS program... Services and Related Customer Premises Equipment for Persons With Disabilities § 64.606 Internet-based TRS... including notification in the Federal Register. (2) Internet-based TRS provider. Any entity desiring to...

47 CFR 64.606 - VRS and IP Relay provider and TRS program certification.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 3 2010-10-01 2010-10-01 false VRS and IP Relay provider and TRS program... Services and Related Customer Premises Equipment for Persons With Disabilities § 64.606 VRS and IP Relay... including notification in the Federal Register. (2) VRS and IP Relay provider. Any entity desiring to...

Predicting and measuring premises-level harm in the night-time economy.

PubMed

Moore, Simon C; Brennan, Iain; Murphy, Simon

2011-01-01

To assess associations between measures of premises-level alcohol-related harm and risk factors for harm. Thirty-two licensed premises with a history of on-premises violent assault were recruited. An environmental survey of the drinking context of each premises was undertaken. Levels of patron intoxication were assessed using a breathalyser and a visual assessment of customers at each premises. Premise-level violence was identified via routine police and hospital emergency department data. Analyses examined associations between hospital and police data, surveyor and objective ratings of intoxication and the relationship between intoxication, drinking context and violence at the premises level. Hospital and police data were associated. Aggregate levels of surveyor-rated intoxication were associated with aggregate alcometer breath alcohol levels. Analyses further suggest that premises with the highest levels of violence also had customers whose entry-exit change in intoxication was greatest, were open for longer hours, had alcohol promotions and had visible security staff present. Police and hospital data can be used to identify violent premises and to assess outcomes from premises-level interventions to reduce violence. Relatively low-cost observational survey methods can be used to identify high-risk premises, and can be used as outcomes for premises-level interventions. Features of premises that promote intoxication are associated with violence, suggesting that targeting resources at risky premises will likely address two public health concerns: excessive intoxication and assault-related injury.

Marketing service guarantees for health care.

PubMed

Levy, J S

1999-01-01

The author introduces the concept of service guarantees for application in health care and differentiates between explicit, implicit, and conditional vs. unconditional types of guarantees. An example of an unconditional guarantee of satisfaction is provided by the hospitality industry. Firms conveying an implicit guarantee are those with outstanding reputations for products such as luxury automobiles, or ultimate customer service, like Nordstrom. Federal Express and Domino's Pizza offer explicit guarantees of on-time delivery. Taking this concept into efforts to improve health care delivery involves a number of caveats. Customers invited to use exceptional service cards may use these to record either satisfaction or dissatisfaction. The cards need to provide enough specific information about issues so that "immediate action could be taken to improve processes." Front-line employees should be empowered to respond to complaints in a meaningful way to resolve the problem before the client leaves the premises.

A Techno-Commercial Assessment of Residential and Bulk Battery Energy Storage

NASA Astrophysics Data System (ADS)

Nadkarni, Aditya

2013-01-01

Battery energy storage has shown a lot of potential in the recent past to be effective in various grid services due to its near instantaneous ramp rates and modularity. This thesis aims to determine the commercial viability of customer premises and substation sited battery energy storage systems. Five different types of services have been analyzed considering current market pricing of Lithium-ion batteries and power conditioning equipment. Energy Storage Valuation Tool 3.0 (Beta) has been used to exclusively determine the value of energy storage in the services analyzed. The results indicate that on the residential level, Lithium-ion battery energy storage may not be a cost beneficial option for retail tariff management or demand charge management as only 20-30% of the initial investment is recovered at the end of 15 year plant life. SRP's two retail Time-of-Use price plans E-21 and E-26 were analyzed in respect of their ability to increase returns from storage compared to those with flat pricing. It was observed that without a coupled PV component, E-21 was more suitable for customer premises energy storage, however, its revenue stream reduces with addition to PV. On the grid scale, however, with carefully chosen service hierarchy such as distribution investment deferral, spinning or balancing reserve support, the initial investment can be recovered to an extent of about 50-70%. The study done here is specific to Salt River Project inputs and data. Results for all the services analyzed are highly location specific and are only indicative of the overall viability and returns from them.

Internal services simulation control in 220/110kV power transformer station Mintia

NASA Astrophysics Data System (ADS)

Ciulica, D.; Rob, R.

2018-01-01

The main objectives in developing the electric transport and distribution networks infrastructure are satisfying the electric energy demand, ensuring the continuity of supply to customers, minimizing electricity losses in the transmission and distribution networks of public interest. This paper presents simulations in functioning of the internal services system 400/230 V ac in the 220/110 kV power transformer station Mintia. Using simulations in Visual Basic, the following premises are taken into consideration. All the ac consumers of the 220/110 kV power transformer station Mintia will be supplied by three 400/230 V transformers for internal services which can mutual reserve. In case of damaging at one transformer, the others are able to assume the entire consumption using automatic release of reserves. The simulation program studies three variants in which the continuity of supply to customers are ensured. As well, by simulations, all the functioning situations are analyzed in detail.

An overview of fiber-to-the-premises (FTTP) product requirements and qualification programs

NASA Astrophysics Data System (ADS)

Gebizlioglu, Osman S.; Gallo, Ernest J.

2006-04-01

North American deployments of FTTP architectures have been rapidly increasing. While the FTTP market is being driven by major telecommunications service providers, equipment suppliers have been scrambling to bring products to market that will ensure them a piece of this high-stakes market. In this invited presentation/paper, we propose to examine the technical requirements that are needed to support the new FTTP network with a host of new products that have been in development. To enable service providers select the best new products for FTTP deployment, product selection needs to be based on the analysis and testing of new products for performance and reliability, Telcordia, in its traditional role of telecommunications standards development, has been publishing generic requirements (GR) documents that have been used by suppliers, service providers and the industry at large. Product qualification programs based on the established performance and reliability requirements/standards have been designed to evaluate products to determine if they can 1) withstand the rigors of the outside plant deployment environment and perform for extended periods of time, 2) be upgradeable, and 3) craft friendly. The outside plant is a tough environment to live in. A product must perform under the extreme conditions of cold down -40°C (-40°F) and hot up to 46°C (115°F) with high humidity of 95%, rain, snow, sleet, vibration due to traffic, lightning, heating due to solar loads, high winds, ice, sand storms, and products are even tested to demonstrate if they can continue to operate in an earthquake, a wild fire and a shotgun blast. All FTTP products are not only expected to perform, but they must meet stringent optical performance criteria of low insertion loss and reflectance / return loss at a broad range of wavelengths from 1310, 1490, 1550 and 1625 nm. While the upstream (from the customer to the CO) voice and data transmission is currently planned over 1310-nm wavelength, the downstream (from the CO to the customer) voice and data transmission is offered over 1490 nm, the video (analog, digital and HDTV) transmission will be offered over 1550-nm wavelength, and the 1625-nm will be reserved for overhead, surveillance, and management functions. This paper will cover some of the new products that will be needed and the requirements that would apply. The FTTP deployments require the placement of a number of new products in the FTTP network from the CO to the customer premises. These new products are designed to be installed in an efficient manner with acceptable cost to the service provider in the outside plant and to perform the required functions. One such new product is an HFOC (Hardened Fiber Optic Connector). The HFOC products provide drop connections to customers from fiber distribution networks. They may be placed in pedestal closures, aerial and buried closures, or equipment located at a Fiber Distribution Hub (FDH) enclosure or optical network termination (ONT) unit near customer premises. Current versions of this HFOC product have been based on a well-known and widely used SC fiber optic connector. Simply described, it consists of an SC connector in a protective shell made of a polymeric (plastic) material, and it allows highly efficient connections between the distribution cables from the FDH (Fiber Distribution Hub) where optical signal on a feeder cable from the CO is split for transmission over distribution cables and drop cables in locations near customer premises. In addition to the description of new products, the paper will review the environmental, mechanical and optical test criteria. Attendees would benefit from the knowledge of products and requirements needed to support FTTP deployment.

The 30/20 GHz flight experiment system, phase 2. Volume 1: Executive summary

NASA Technical Reports Server (NTRS)

Bronstein, L.; Kawamoto, Y.; Ribarich, J. J.; Scope, J. R.; Forman, B. J.; Bergman, S. G.; Reisenfeld, S.

1981-01-01

Summary information on the final communication system design, communication payload, space vehicle, and development plan for the 30/20 GHz flight experiment will be installed on the LEASAT spacecraft which will be placed into orbit from the space shuttle cargo bay. The communication concept has two parts: a truck service and a customer premise service (CPS). The trucking system serves four spot beams which are interconnected in a satellite switched time division multiple access mode by an IF switch matrix. The CPS covers two large areas of the eastern United States with a pair of scanning beams.

Environmental tobacco smoke: views from the Dunedin hospitality industry on prohibition of smoking in licensed premises.

PubMed

Reeder, A; Blair, A

2000-11-24

To describe Dunedin hospitality industry perceptions of difficulties in enforcement of a prohibition on smoking in licensed premises, and possible effects on staff, customers and business. To identify any need for education to assist transition and reduce compliance difficulties with smoke-free legislation. A reply paid questionnaire was mailed to all 311 licensed premises registered with the Dunedin District Licensing Agency, operational in May 1999. overall response rate (67%) differed significantly by type of premises (bar, club, restaurant and off-licence). Overall, a smoking ban was considered likely to be difficult to enforce (82%), upset customers (74%), reduce business (59%) and negatively effect employees (51%). On each issue, there was a consistent pattern of increasing concern from off-licenses (least concern) through restaurants, to clubs and bars (most concern). Considerable concern exists in the hospitality industry about the effects of extending smoke-free status to licensed premises. To assist transition and future compliance, there is a need to address these concerns and provide reliable information to calm unnecessary fears and develop appreciation of the need for change.

19 CFR 19.1 - Classes of customs warehouses.

Code of Federal Regulations, 2011 CFR

2011-04-01

... customs warehouses. (a) Classifications. Customs warehouses shall be designated according to the following classifications: (1) Class 1. Premises that may be owned or leased by the Government, when the exigencies of the... class 11 warehouse, following an application under § 19.2. So far as such warehouses are used for the...

19 CFR 19.1 - Classes of customs warehouses.

Code of Federal Regulations, 2010 CFR

2010-04-01

... customs warehouses. (a) Classifications. Customs warehouses shall be designated according to the following classifications: (1) Class 1. Premises that may be owned or leased by the Government, when the exigencies of the... class 11 warehouse, following an application under § 19.2. So far as such warehouses are used for the...

A comparison of the domestic satellite communications forecast to the year 2000

NASA Technical Reports Server (NTRS)

Poley, W. A.; Lekan, J. F.; Salzman, J. A.; Stevenson, S. M.

1983-01-01

The methodologies and results of three NASA-sponsored market demand assessment studies are presented and compared. Forecasts of future satellite addressable traffic (both trunking and customer premises services) were developed for the three main service categories of voice, data and video and subcategories thereof for the benchmark years of 1980, 1990 and 2000. The contractor results are presented on a service by service basis in two formats: equivalent 36 MHz transponders and basic transmission units (voice: half-voice circuits, data: megabits per second and video: video channels). It is shown that while considerable differences exist at the service category level, the overall forecasts by the two contractors are quite similar. ITT estimates the total potential satellite market to be 3594 transponders in the year 2000 with data service comprising 54 percent of this total. The WU outlook for the same time period is 2779 transponders with voice services accounting for 66 percent of the total.

Standby Conservation Plan No. 3: Emergency advertising lighting restrictions. Economic analysis

DOE Office of Scientific and Technical Information (OSTI.GOV)

Not Available

This report analyzes the potential economic impacts of the Emergency Advertising Lighting Restrictions Plan. The on-premise signs located within the confines of a business and off-premise located outside the confines of a business are affected. Illuminated signs essential to direct customers to an open business by identifying it and/or to inform customers of a product or service supplied by the open business are not restricted. The economic impact of implementing this plan is evaluated by first estimating the amount of petroleum saved by the lighting restrictions and to evaluate the economic impacts that would result. The amount of oil thatmore » could be diverted to other uses by implementation of this plan is estimated in Chapter 2, and amounts to about 4,000 barrels per day (the period analyzed is the fourth quarter of 1980 through the third quarter of 1981). Redistribution of petroleum saved by this measure is expected to result in small increases in GNP, personal consumption, and employment. The effects on inflation are negligible. Economic impacts for the businesses are evaluated in Chapter 3. Costs of implementing the measure are estimated to be about $3.1 million, including the cost of reimbursing the states for functions delegated to them. (MCW)« less

An exploratory randomised controlled trial of a premises-level intervention to reduce alcohol-related harm including violence in the United Kingdom

PubMed Central

2012-01-01

Background To assess the feasibility of a randomised controlled trial of a licensed premises intervention to reduce severe intoxication and disorder; to establish effect sizes and identify appropriate approaches to the development and maintenance of a rigorous research design and intervention implementation. Methods An exploratory two-armed parallel randomised controlled trial with a nested process evaluation. An audit of risk factors and a tailored action plan for high risk premises, with three month follow up audit and feedback. Thirty-two premises that had experienced at least one assault in the year prior to the intervention were recruited, match paired and randomly allocated to control or intervention group. Police violence data and data from a street survey of study premises’ customers, including measures of breath alcohol concentration and surveyor rated customer intoxication, were used to assess effect sizes for a future definitive trial. A nested process evaluation explored implementation barriers and the fidelity of the intervention with key stakeholders and senior staff in intervention premises using semi-structured interviews. Results The process evaluation indicated implementation barriers and low fidelity, with a reluctance to implement the intervention and to submit to a formal risk audit. Power calculations suggest the intervention effect on violence and subjective intoxication would be raised to significance with a study size of 517 premises. Conclusions It is methodologically feasible to conduct randomised controlled trials where licensed premises are the unit of allocation. However, lack of enthusiasm in senior premises staff indicates the need for intervention enforcement, rather than voluntary agreements, and on-going strategies to promote sustainability. Trial registration UKCRN 7090; ISRCTN: 80875696 PMID:22676069

A design of 30/20 GHz flight communications experiment for NASA. [satellite and earth segments for high data rate commercial service

NASA Technical Reports Server (NTRS)

Kawamoto, Y.

1982-01-01

The objective of the 30/20 GHz Flight Experiment System is to develop the required technology and to experiment with the communication technique for an operational communication satellite system. The system uses polarization, spatial, and frequency isolations to maximize the spectrum utilization. The key spacecraft technologies required for the concept are the scan beam antenna, the baseband processor, the IF switch matrix, TWTA, SSPA, and LNA. The spacecraft communication payload information will be telemetered and monitored closely so that these technologies and performances can be verified. Two types of services, a trunk service and a customer premise service, are demonstrated in the system. Many experiments associated with these services, such as synchronization, demand assignment, link control, and network control will be performed to provide important information on the operational aspect of the system.

Communications platform payload definition study, executive summary

NASA Technical Reports Server (NTRS)

Clopp, H. W.; Hawkes, T. A.; Bertles, C. R.; Pontano, B. A.; Kao, T.

1986-01-01

Large geostationary communications platforms have been investigated in a number of studies since 1974 as a possible means to more effectively utilize the geostationary orbital arc and electromagnetic spectrum and to reduce overall satellite communications system costs. This NASA Lewis sponsored study addresses the commercial feasibility of various communications platform payload concepts circa 1998. It defines promising payload concepts, estimates recurring costs and identifies critical technologies needed to permit eventual commercialization. Ten communications service aggregation scenarios describing potential groupings of services were developed for a range of conditions. Payload concepts were defined for four of these scenarios: (1) Land Mobile Satellite Service (LMSS), meet 100% of CONUS plus Canada demand with a single platform; (2) Fixed Satellite Service (FSS) (Trunking + Customer Premises Service (CPS), meet 20% of CONUS demands; (3) FSS (Trunking + video distribution), 10 to 13% of CONUS demand; and (4) FSS (20% of demand) + Inter Satellite Links (ISL) + TDRSS/TDAS Data Distribution.

European Union RACE program contributions to digital audiovisual communications and services

NASA Astrophysics Data System (ADS)

de Albuquerque, Augusto; van Noorden, Leon; Badique', Eric

1995-02-01

The European Union RACE (R&D in advanced communications technologies in Europe) and the future ACTS (advanced communications technologies and services) programs have been contributing and continue to contribute to world-wide developments in audio-visual services. The paper focuses on research progress in: (1) Image data compression. Several methods of image analysis leading to the use of encoders based on improved hybrid DCT-DPCM (MPEG or not), object oriented, hybrid region/waveform or knowledge-based coding methods are discussed. (2) Program production in the aspects of 3D imaging, data acquisition, virtual scene construction, pre-processing and sequence generation. (3) Interoperability and multimedia access systems. The diversity of material available and the introduction of interactive or near- interactive audio-visual services led to the development of prestandards for video-on-demand (VoD) and interworking of multimedia services storage systems and customer premises equipment.

Satellite provided customer premises services: A forecast of potential domestic demand through the year 2000. Volume 1: Executive summary

NASA Technical Reports Server (NTRS)

Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Kaushal, D.; Al-Kinani, G.

1983-01-01

Development of a forecast of the total domestic telecommunications demand, identification of that portion of the telecommunications demand suitable for transmission by satellite systems, identification of that portion of the satellite market addressable by CPS systems, identification of that portion of the satellite market addressable by Ka-band CPS system, and postulation of a Ka-band CPS network on a nationwide and local level were achieved. The approach employed included the use of a variety of forecasting models, a parametric cost model, a market distribution model and a network optimization model. Forecasts were developed for: 1980, 1990, 2000; voice, data and video services; terrestrial and satellite delivery modes; and C, Ku and Ka-bands.

Satellite provided customer premises services: A forecast of potential domestic demand through the year 2000. Volume: Executive summary

NASA Astrophysics Data System (ADS)

Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Kaushal, D.; Al-Kinani, G.

1983-08-01

Development of a forecast of the total domestic telecommunications demand, identification of that portion of the telecommunications demand suitable for transmission by satellite systems, identification of that portion of the satellite market addressable by CPS systems, identification of that portion of the satellite market addressable by Ka-band CPS system, and postulation of a Ka-band CPS network on a nationwide and local level were achieved. The approach employed included the use of a variety of forecasting models, a parametric cost model, a market distribution model and a network optimization model. Forecasts were developed for: 1980, 1990, 2000; voice, data and video services; terrestrial and satellite delivery modes; and C, Ku and Ka-bands.

30/20 GHz communications systems baseband processor development

NASA Astrophysics Data System (ADS)

Brown, L.; Sabourin, D.; Stilwell, J.; McCallister, R.; Borota, M.

The architecture and system design concepts for a commercial satellite communications system planned for the 1990's has been developed. The system provides data communications between the individual users via trunking and customer premise service terminals utilizing a central switching satellite operating in a time-division multiple-access mode. Baseband processing is employed to route and control traffic on an individual message basis while providing significant advantages in improved link margins and system flexibility. Key technology developments required to prove the flight readiness of the baseband processor design are being verified in the baseband processor proof-of-concept model described herein.

Comparative study of FDMA, TDMA and hybrid 30/20 GHz satellite communications systems for small users

NASA Technical Reports Server (NTRS)

Berk, G.; Jean, P. N.; Rotholz, E.

1982-01-01

This study compares several satellite uplink and downlink accessing schemes for a Customer Premises Service. Four conceptual system designs are presented: Satellite-Routed FDMA, Frequency-Routed TDMA, Satellite-Switched TDMA, and Processor-Routed TDMA, operating in the 30/20 GHz band. The designs are compared on the basis of estimated satellite weight, power consumption, and cost. The system capacities are analyzed for a fixed multibeam coverage of CONUS. Analysis shows that the system capacity is limited by the available satellite resources and by the terminal size and cost.

30/20 GHz communications systems baseband processor development

NASA Technical Reports Server (NTRS)

Brown, L.; Sabourin, D.; Stilwell, J.; Mccallister, R.; Borota, M.

1982-01-01

The architecture and system design concepts for a commercial satellite communications system planned for the 1990's has been developed. The system provides data communications between the individual users via trunking and customer premise service terminals utilizing a central switching satellite operating in a time-division multiple-access mode. Baseband processing is employed to route and control traffic on an individual message basis while providing significant advantages in improved link margins and system flexibility. Key technology developments required to prove the flight readiness of the baseband processor design are being verified in the baseband processor proof-of-concept model described herein.

Border Security Agency Structure: A Hindrance to Demonstrating Border Security Success

DTIC Science & Technology

2013-12-01

Barrett and Ronald E. Fry, the inquiry is about the honest desire “…to learn about something at its premise. It is not only about mobilizing human...Enforcement ( Skinner , 2005). That was followed by Detention and Removal of Illegal Aliens, U.S. Immigration and Customs Enforcement (ICE) ( Skinner , 2006...and DHS’ Progress in Addressing Coordination Challenges Between Customs and Border Protection and Immigration and Customs Enforcement ( Skinner

CE-ACCE: The Cloud Enabled Advanced sCience Compute Environment

NASA Astrophysics Data System (ADS)

Cinquini, L.; Freeborn, D. J.; Hardman, S. H.; Wong, C.

2017-12-01

Traditionally, Earth Science data from NASA remote sensing instruments has been processed by building custom data processing pipelines (often based on a common workflow engine or framework) which are typically deployed and run on an internal cluster of computing resources. This approach has some intrinsic limitations: it requires each mission to develop and deploy a custom software package on top of the adopted framework; it makes use of dedicated hardware, network and storage resources, which must be specifically purchased, maintained and re-purposed at mission completion; and computing services cannot be scaled on demand beyond the capability of the available servers.More recently, the rise of Cloud computing, coupled with other advances in containerization technology (most prominently, Docker) and micro-services architecture, has enabled a new paradigm, whereby space mission data can be processed through standard system architectures, which can be seamlessly deployed and scaled on demand on either on-premise clusters, or commercial Cloud providers. In this talk, we will present one such architecture named CE-ACCE ("Cloud Enabled Advanced sCience Compute Environment"), which we have been developing at the NASA Jet Propulsion Laboratory over the past year. CE-ACCE is based on the Apache OODT ("Object Oriented Data Technology") suite of services for full data lifecycle management, which are turned into a composable array of Docker images, and complemented by a plug-in model for mission-specific customization. We have applied this infrastructure to both flying and upcoming NASA missions, such as ECOSTRESS and SMAP, and demonstrated deployment on the Amazon Cloud, either using simple EC2 instances, or advanced AWS services such as Amazon Lambda and ECS (EC2 Container Services).

Communications platform payload definition study

NASA Technical Reports Server (NTRS)

Clopp, H. W.; Hawkes, T. A.; Bertles, C. R.; Pontano, B. A.; Kao, T.

1986-01-01

Large geostationary communications platforms were investigated in a number of studies since 1974 as a possible means to more effectively utilize the geostationary arc and electromagnetic spectrum and to reduce overall satellite communications system costs. The commercial feasibility of various communications platform payload concepts circa 1998 was addressed. Promising payload concepts were defined, recurring costs were estimated, and critical technologies needed to enable eventual commercialization were identified. Ten communications service aggregation scenarios describing potential groupings of service were developed for a range of conditions. Payload concepts were defined for four of these scenarios: (1) Land Mobile Satellite Service (LMSS) meets 100% of Contiguous United States (CONUS) plus Canada demand with a single platform; (2) Fixed Satellite Service (FSS) (trunking + Customer Premises Service (CPS)), meet 20% of CONUS demand;(3) FSS (trunking + CPS + video distribution), 10 to 13% of CONUS demand; and (4) FSS (20% of demand) + Inter Satellite Links (ISL) + Tracking and Data Relay Satellite System (TDRSS)/Tracking and Data Acquisition System (TDAS) Data Distribution.

On board processing for future satellite communications systems: Comparison of FDM, TDM and hybrid accessing schemes

NASA Technical Reports Server (NTRS)

Berk, G.; Jean, P. N.; Rotholz, E.

1982-01-01

Several satellite uplink and downlink accessing schemes for customer premises service are compared. Four conceptual system designs are presented: satellite-routed frequency division multiple access (FDMA), satellite-switched time division multiple access (TDMA), processor-routed TDMA, and frequency-routed TDMA, operating in the 30/20 GHz band. The designs are compared on the basis of estimated satellite weight, system capacity, power consumption, and cost. The systems are analyzed for fixed multibeam coverage of the continental United States. Analysis shows that the system capacity is limited by the available satellite resources and by the terminal size and cost.

36 CFR 1193.23 - Product design, development, and evaluation.

Code of Federal Regulations, 2014 CFR

2014-07-01

..., usability, and compatibility of telecommunications equipment and customer premises equipment and shall... as possible. Manufacturers shall identify barriers to accessibility and usability as part of such a...

47 CFR 32.2426 - Intrabuilding network cable.

Code of Federal Regulations, 2013 CFR

2013-10-01

...) Nonmetallic cable. This subsidiary record category shall include the original cost of optical fiber cable and... between buildings on one customer's same premises. Intrabuilding network cables are used to distribute...

47 CFR 32.2426 - Intrabuilding network cable.

Code of Federal Regulations, 2014 CFR

2014-10-01

...) Nonmetallic cable. This subsidiary record category shall include the original cost of optical fiber cable and... between buildings on one customer's same premises. Intrabuilding network cables are used to distribute...

47 CFR 32.2426 - Intrabuilding network cable.

Code of Federal Regulations, 2012 CFR

2012-10-01

...) Nonmetallic cable. This subsidiary record category shall include the original cost of optical fiber cable and... between buildings on one customer's same premises. Intrabuilding network cables are used to distribute...

36 CFR § 1193.23 - Product design, development, and evaluation.

Code of Federal Regulations, 2013 CFR

2013-07-01

..., usability, and compatibility of telecommunications equipment and customer premises equipment and shall... as possible. Manufacturers shall identify barriers to accessibility and usability as part of such a...

Baseband-processed SS-TDMA communication system architecture and design concepts

NASA Technical Reports Server (NTRS)

Attwood, S.; Sabourin, D.

1982-01-01

The architecture and system design for a commercial satellite communications system planned for the 1990's was developed by Motorola for NASA's Lewis Research Center. The system provides data communications between individual users via trunking and customer premises service terminals utilizing a central switching satellite operating in a time-division multiple-access (TDMA) mode. The major elements of the design incorporating baseband processing include: demand-assigned multiple access reservation protocol, spectral utilization, system synchronization, modulation technique and forward error control implementation. Motorola's baseband processor design, which is being proven in a proof-of-concept advanced technology development, will perform data regeneration and message routing for individual users on-board the spacecraft.

Bitsy Thinks Big

NASA Technical Reports Server (NTRS)

2001-01-01

AeroAstro, of Herndon, Virginia, developed a nanospacecraft core module capable of developing recyclable spacecraft designs using standard interfaces. From this core module, known as the Bitsy(TM) kernel, custom spacecraft are able to connect mission-specific instruments and subsystems for variation in mission usage. The nanospacecraft core module may be used in conjunction with an existing microsatellite bus or customized to meet specific requirements. Building on this premise, AeroAstro has developed a line of satellite communications equipment, sun sensors, and Lithium-Ion batteries which are all incorporated in its complete line of mission-specific nanospacecraft. The Bitsy technology is also a key component in AeroAstro#s satellite inspection products and orbital transfer services. In the future, AeroAstro plans to market an even less expensive version of the Bitsy technology. The plan, which is targeted to universities, markets a sort of "satellite in a kit," for less than $1 million. This technology would allow universities to build true space hardware for a fraction of the cost of launching a regular satellite.

The use of satellites in non-goestationary orbits for unloading geostationary communication satellite traffic peaks. Volume 2: Technical report

NASA Technical Reports Server (NTRS)

Price, K.; Turner, A.; Nguyen, T.; Doong, W.; Weyandt, C.

1987-01-01

The part of the geostationary (GEO) orbital arc used for United States domestic fixed, communications service is rapidly becoming filled with satellites. One of the factors currently limiting its utilization is that communications satellites must be designed to have sufficient capacity to handle peak traffic leads, and thus are under utilized most of the time. A solution is to use satellites in suitable non-geostationary orbits to unload the traffic peaks. Three different designs for a non-geostationary orbit communications satellite system are presented for the 1995 time frame. The economic performance is analyzed and compared with geostationary satellites for two classes of service, trunking and customer premise service. The result is that the larger payload of the non-geostationary satellite offsets the burdens of increased complexity and worse radiation environment to give improved economic performance. Depending on ground terminal configuration, the improved economic performance of the space segment may be offset by increased ground terminal expenses.

9 CFR 108.10 - Outer premises and stables.

Code of Federal Regulations, 2013 CFR

2013-01-01

... or on its premises. (b) Stables or other premises for animals used in the production or testing of... 9 Animals and Animal Products 1 2013-01-01 2013-01-01 false Outer premises and stables. 108.10 Section 108.10 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF...

9 CFR 108.10 - Outer premises and stables.

Code of Federal Regulations, 2014 CFR

2014-01-01

... or on its premises. (b) Stables or other premises for animals used in the production or testing of... 9 Animals and Animal Products 1 2014-01-01 2014-01-01 false Outer premises and stables. 108.10 Section 108.10 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF...

9 CFR 108.10 - Outer premises and stables.

Code of Federal Regulations, 2010 CFR

2010-01-01

... or on its premises. (b) Stables or other premises for animals used in the production or testing of... 9 Animals and Animal Products 1 2010-01-01 2010-01-01 false Outer premises and stables. 108.10 Section 108.10 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF...

9 CFR 108.10 - Outer premises and stables.

Code of Federal Regulations, 2012 CFR

2012-01-01

... or on its premises. (b) Stables or other premises for animals used in the production or testing of... 9 Animals and Animal Products 1 2012-01-01 2012-01-01 false Outer premises and stables. 108.10 Section 108.10 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF...

32 CFR 644.446 - Vacation and protection of premises.

Code of Federal Regulations, 2010 CFR

2010-07-01

... and protection of premises. The DE will take action to insure that the premises are vacated by the... service or the DE, as appropriate, for proper protection of the property pending the transfer of custody...

32 CFR 644.446 - Vacation and protection of premises.

Code of Federal Regulations, 2011 CFR

2011-07-01

... and protection of premises. The DE will take action to insure that the premises are vacated by the... service or the DE, as appropriate, for proper protection of the property pending the transfer of custody...

The Johns Hopkins Medical Institutions' Premise Distribution Plan

PubMed Central

Barta, Wendy; Buckholtz, Howard; Johnston, Mark; Lenhard, Raymond; Tolchin, Stephen; Vienne, Donald

1987-01-01

A Premise Distribution Plan is being developed to address the growing voice and data communications needs at Johns Hopkins Medical Institutions. More specifically, the use of a rapidly expanding Ethernet computer network and a new Integrated Services Digital Network (ISDN) Digital Centrex system must be planned to provide easy, reliable and cost-effective data and voice communications services. Existing Premise Distribution Systems are compared along with voice and data technologies which would use them.

Planning assistance for the NASA 30/20 GHz program. Network control architecture study.

NASA Technical Reports Server (NTRS)

Inukai, T.; Bonnelycke, B.; Strickland, S.

1982-01-01

Network Control Architecture for a 30/20 GHz flight experiment system operating in the Time Division Multiple Access (TDMA) was studied. Architecture development, identification of processing functions, and performance requirements for the Master Control Station (MCS), diversity trunking stations, and Customer Premises Service (CPS) stations are covered. Preliminary hardware and software processing requirements as well as budgetary cost estimates for the network control system are given. For the trunking system control, areas covered include on board SS-TDMA switch organization, frame structure, acquisition and synchronization, channel assignment, fade detection and adaptive power control, on board oscillator control, and terrestrial network timing. For the CPS control, they include on board processing and adaptive forward error correction control.

28 CFR 36.302 - Modifications in policies, practices, or procedures.

Code of Federal Regulations, 2014 CFR

2014-07-01

... service animal from the premises if: (i) The animal is out of control and the animal's handler does not take effective action to control it; or (ii) The animal is not housebroken. (3) If an animal is... accommodations without having the service animal on the premises. (4) Animal under handler's control. A service...

An Observational Study of Consumers’ Accessing of Nutrition Information in Chain Restaurants

PubMed Central

Agnew, Henry; Brownell, Kelly D.

2009-01-01

In this observational study, we determined how frequently consumers accessed on-premises nutrition information provided at chain restaurants. The number of patrons entering and accessing nutrition information was recorded at 8 locations that were part of 4 major restaurant chains (McDonald's, Burger King, Starbucks, and Au Bon Pain). Only 6 (0.1%) of 4311 patrons accessed on-premises nutrition information before purchasing food. This very small percentage suggests that such information should be more prominently displayed, such as on restaurant menu boards, to help customers make informed decisions. PMID:19299679

An observational study of consumers' accessing of nutrition information in chain restaurants.

PubMed

Roberto, Christina A; Agnew, Henry; Brownell, Kelly D

2009-05-01

In this observational study, we determined how frequently consumers accessed on-premises nutrition information provided at chain restaurants. The number of patrons entering and accessing nutrition information was recorded at 8 locations that were part of 4 major restaurant chains (McDonald's, Burger King, Starbucks, and Au Bon Pain). Only 6 (0.1%) of 4311 patrons accessed on-premises nutrition information before purchasing food. This very small percentage suggests that such information should be more prominently displayed, such as on restaurant menu boards, to help customers make informed decisions.

The policy and practices of New South Wales drug treatment providers in responding to the possession of illicit substances on premises.

PubMed

Stirling, Robert; Day, Carolyn

2016-09-01

Responding to possession of illicit substances on the premises of drug treatment services is a complex issue. Providers are challenged by balancing duty-of-care and staff safety while attempting to provide a therapeutic environment. This study assessed the current policy and practice of non-government drug treatment services in New South Wales, Australia in responding to possession of illicit substances on their premises. Non-government drug treatment services were invited to participate in a survey that aimed to elicit information about existing policy and practices and how often it occurred. Analysis explored the differences between services that had a written policy and those that did not against service setting, accreditation status, reporting of an illicit drug possession in the last 12 months and having a sharps disposal unit. Fifty-one responses were included in the analysis, 29 (57%) of which reported having a policy and/or procedure. There was no statistically discernible difference between inpatient and outpatient settings, accreditation status of services or availability of a sharps disposal unit on the premises. However, services that reported a possession incident in the previous 12 months were more likely to report having a written policy than those that did not (37% vs. 12%; odds ratio: 4.75, 95% confidence interval 1.32-17.11, P = 0.014). The policy and practice in these settings vary greatly, with many services reporting no documented policy to guide staff. The findings suggest the need to develop organisational policy to support service providers in responding to possession of illicit substances on premises. [Stirling R, Day C. The policy and practices of New South Wales drug treatment providers in responding to the possession of illicit substances on premises. Drug Alcohol Rev 2016;35:644-649]. © 2016 Australasian Professional Society on Alcohol and other Drugs.

Pooling raw shell eggs: Salmonella contamination and high risk practices in the United Kingdom food service sector.

PubMed

Gormley, F J; Little, C L; Murphy, N; de Pinna, E; McLauchlin, J

2010-03-01

Salmonella contamination of pooled raw shelled egg mix (RSEM) used as an ingredient in lightly cooked or uncooked foods and high-risk kitchen hygiene practices in United Kingdom food service establishments using RSEM were investigated. Samples were collected from 934 premises. Salmonella was found in 1 (0.13%) of 764 RSEM samples, 2 (0.3%) of 726 samples from surfaces where ready-to-eat foods were prepared, and 7 (1.3%) of 550 cleaning cloths. Poor RSEM storage and handling practices were highlighted. Workers in 40% of the premises sampled failed to use designated utensils when RSEM was added to other ingredients, workers in 17% of the premises did not clean surfaces and utensils thoroughly after use with RSEM and before preparing other foods, only 42% of workers washed and dried their hands after handling eggs or RSEM, workers in 41% of the premises did not store RSEM at refrigeration temperature before use, and workers in 8% of the premises added RSEM to cooked rice at the end of cooking when preparing egg fried rice. Take-away premises, especially those serving Chinese cuisine, were least likely to have a documented food safety management system and awareness of the key food safety points concerning the use of RSEM compared with other food service premises (P < 0.0001). Food service businesses using RSEM must be aware of the continuing hazard from Salmonella, must adopt appropriate control measures, and must follow advice provided by national food agencies to reduce the risk of Salmonella infection.

47 CFR 68.213 - Installation of other than “fully protected” non-system simple customer premises wiring.

Code of Federal Regulations, 2012 CFR

2012-10-01

... potential difference between the foil and all of the individual conductors connected together, such potential difference gradually increased over a 30 second time period to 1500 Volts rms, 60 Hertz, then...

47 CFR 68.213 - Installation of other than “fully protected” non-system simple customer premises wiring.

Code of Federal Regulations, 2013 CFR

2013-10-01

... potential difference between the foil and all of the individual conductors connected together, such potential difference gradually increased over a 30 second time period to 1500 Volts rms, 60 Hertz, then...

47 CFR 68.213 - Installation of other than “fully protected” non-system simple customer premises wiring.

Code of Federal Regulations, 2011 CFR

2011-10-01

... potential difference between the foil and all of the individual conductors connected together, such potential difference gradually increased over a 30 second time period to 1500 Volts rms, 60 Hertz, then...

47 CFR 68.213 - Installation of other than “fully protected” non-system simple customer premises wiring.

Code of Federal Regulations, 2014 CFR

2014-10-01

... potential difference between the foil and all of the individual conductors connected together, such potential difference gradually increased over a 30 second time period to 1500 Volts rms, 60 Hertz, then...

Community Solar Program Final Report for Austin Energy

DOE Office of Scientific and Technical Information (OSTI.GOV)

None, None

Austin Energy seeks to expand its portfolio of renewable programs with an innovative community solar program. The program provides an opportunity for Austin Energy's customers, who are unable or uninterested in installing solar on their own premises, to purchase solar power.

FTTH: the overview of existing technologies

NASA Astrophysics Data System (ADS)

Nowak, Dawid; Murphy, John

2005-06-01

The growing popularity of the Internet is the key driver behind the development of new access methods which would enable a customer to experience a true broadband. Amongst various technologies, the access methods based on the optical fiber are getting more and more attention as they offer the ultimate solution in delivering different services to the customers' premises. Three different architectures have been proposed that facilitate the roll out of Fiber-to-the-Home (FTTH) infrastructure. Point-to-point Ethernet networks are the most straightforward and already matured solution. Different flavors of Passive Optical Networks (PONs) with Time Division Multiplexing Access (TDMA) are getting more widespread as necessary equipment is becoming available on the market. The third main contender are PONs withWavelength DivisionMultiplexing Access (WDMA). Although still in their infancy, the laboratory tests show that they have many advantages over present solutions. In this paper we show a brief comparison of these three access methods. In our analysis the architecture of each solution is presented. The applicability of each system is looked at from different viewpoint and their advantages and disadvantages are highlighted.

36 CFR 1193.39 - Prohibited reduction of accessibility, usability, and compatibility.

Code of Federal Regulations, 2010 CFR

2010-07-01

... accessibility, usability, and compatibility. 1193.39 Section 1193.39 Parks, Forests, and Public Property... Requirements for Accessibility and Usability § 1193.39 Prohibited reduction of accessibility, usability, and... accessibility, usability, or compatibility of telecommunications equipment or customer premises equipment. (b...

36 CFR 1193.39 - Prohibited reduction of accessibility, usability, and compatibility.

Code of Federal Regulations, 2011 CFR

2011-07-01

... accessibility, usability, and compatibility. 1193.39 Section 1193.39 Parks, Forests, and Public Property... Requirements for Accessibility and Usability § 1193.39 Prohibited reduction of accessibility, usability, and... accessibility, usability, or compatibility of telecommunications equipment or customer premises equipment. (b...

36 CFR 1193.39 - Prohibited reduction of accessibility, usability, and compatibility.

Code of Federal Regulations, 2014 CFR

2014-07-01

... accessibility, usability, and compatibility. 1193.39 Section 1193.39 Parks, Forests, and Public Property... Requirements for Accessibility and Usability § 1193.39 Prohibited reduction of accessibility, usability, and... accessibility, usability, or compatibility of telecommunications equipment or customer premises equipment. (b...

36 CFR 1193.39 - Prohibited reduction of accessibility, usability, and compatibility.

Code of Federal Regulations, 2012 CFR

2012-07-01

... accessibility, usability, and compatibility. 1193.39 Section 1193.39 Parks, Forests, and Public Property... Requirements for Accessibility and Usability § 1193.39 Prohibited reduction of accessibility, usability, and... accessibility, usability, or compatibility of telecommunications equipment or customer premises equipment. (b...

Demand for satellite-provided domestic communications services up to the year 2000

NASA Technical Reports Server (NTRS)

Stevenson, S.; Poley, W.; Lekan, J.; Salzman, J. A.

1984-01-01

Three fixed service telecommunications demand assessment studies were completed for NASA by The Western Union Telegraph Company and the U.S. Telephone and Telegraph Corporation. They provided forecasts of the total U.S. domestic demand, from 1980 to the year 2000, for voice, data, and video services. That portion that is technically and economically suitable for transmission by satellite systems, both large trunking systems and customer premises services (CPS) systems was also estimated. In order to provide a single set of forecasts a NASA synthesis of the above studies was conducted. The services, associated forecast techniques, and data bases employed by both contractors were examined, those elements of each judged to be the most appropriate were selected, and new forecasts were made. The demand for voice, data, and video services was first forecast in fundamental units of call-seconds, bits/year, and channels, respectively. Transmission technology characteristics and capabilities were then forecast, and the fundamental demand converted to an equivalent transmission capacity. The potential demand for satellite-provided services was found to grow by a factor of 6, from 400 to 2400 equivalent 36 MHz satellite transponders over the 20-year period. About 80 percent of this was found to be more appropriate for trunking systems and 20 percent CPS.

Demand for satellite-provided domestic communications services up to the year 2000

NASA Astrophysics Data System (ADS)

Stevenson, S.; Poley, W.; Lekan, J.; Salzman, J. A.

1984-11-01

Three fixed service telecommunications demand assessment studies were completed for NASA by The Western Union Telegraph Company and the U.S. Telephone and Telegraph Corporation. They provided forecasts of the total U.S. domestic demand, from 1980 to the year 2000, for voice, data, and video services. That portion that is technically and economically suitable for transmission by satellite systems, both large trunking systems and customer premises services (CPS) systems was also estimated. In order to provide a single set of forecasts a NASA synthesis of the above studies was conducted. The services, associated forecast techniques, and data bases employed by both contractors were examined, those elements of each judged to be the most appropriate were selected, and new forecasts were made. The demand for voice, data, and video services was first forecast in fundamental units of call-seconds, bits/year, and channels, respectively. Transmission technology characteristics and capabilities were then forecast, and the fundamental demand converted to an equivalent transmission capacity. The potential demand for satellite-provided services was found to grow by a factor of 6, from 400 to 2400 equivalent 36 MHz satellite transponders over the 20-year period. About 80 percent of this was found to be more appropriate for trunking systems and 20 percent CPS.

9 CFR 108.10 - Outer premises and stables.

Code of Federal Regulations, 2011 CFR

2011-01-01

... 9 Animals and Animal Products 1 2011-01-01 2011-01-01 false Outer premises and stables. 108.10 Section 108.10 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF... premises of an establishment, of any material in which flies or other vermin may breed is forbidden...

9 CFR 11.5 - Access to premises and records.

Code of Federal Regulations, 2010 CFR

2010-01-01

... 9 Animals and Animal Products 1 2010-01-01 2010-01-01 false Access to premises and records. 11.5 Section 11.5 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE ANIMAL WELFARE HORSE PROTECTION REGULATIONS § 11.5 Access to premises and records. Requirements...

9 CFR 11.5 - Access to premises and records.

Code of Federal Regulations, 2013 CFR

2013-01-01

... 9 Animals and Animal Products 1 2013-01-01 2013-01-01 false Access to premises and records. 11.5 Section 11.5 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE ANIMAL WELFARE HORSE PROTECTION REGULATIONS § 11.5 Access to premises and records. Requirements...

9 CFR 11.5 - Access to premises and records.

Code of Federal Regulations, 2011 CFR

2011-01-01

... 9 Animals and Animal Products 1 2011-01-01 2011-01-01 false Access to premises and records. 11.5 Section 11.5 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE ANIMAL WELFARE HORSE PROTECTION REGULATIONS § 11.5 Access to premises and records. Requirements...

9 CFR 11.5 - Access to premises and records.

Code of Federal Regulations, 2012 CFR

2012-01-01

... 9 Animals and Animal Products 1 2012-01-01 2012-01-01 false Access to premises and records. 11.5 Section 11.5 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE ANIMAL WELFARE HORSE PROTECTION REGULATIONS § 11.5 Access to premises and records. Requirements...

47 CFR 6.9 - Information pass through.

Code of Federal Regulations, 2010 CFR

2010-10-01

... achievable. In particular, signal compression technologies shall not remove information needed for access or... 47 Telecommunication 1 2010-10-01 2010-10-01 false Information pass through. 6.9 Section 6.9... Entities Do? § 6.9 Information pass through. Telecommunications equipment and customer premises equipment...

19 CFR 19.13 - Requirements for establishment of warehouse.

Code of Federal Regulations, 2010 CFR

2010-04-01

...; DEPARTMENT OF THE TREASURY CUSTOMS WAREHOUSES, CONTAINER STATIONS AND CONTROL OF MERCHANDISE THEREIN... secured area separated from the remainder of the premises to be used exclusively for the storage of imported merchandise, domestic spirits, and merchandise subject to internal-revenue tax transferred into...

The Good News about Bad News: Communicating Data Services to Cognitive Misers

ERIC Educational Resources Information Center

Nicholson, Shawn W.; Bennett, Terrence B.

2017-01-01

This article considers how to communicate and interact with researchers about data management services. Using the premise that bad information is processed more thoroughly than good, the authors integrate that premise into an exploration of the alignment (or nonalignment) of library-emanating data management communications with the divergent…

47 CFR 51.319 - Specific unbundling requirements.

Code of Federal Regulations, 2012 CFR

2012-10-01

... Triennial Review Order, the high frequency portion of a copper loop shall no longer be required to be... the requesting telecommunications carrier using the high frequency portion of the loop. The high... the demarcation point at the end-user customer premises, and includes the high frequency portion of...

47 CFR 51.319 - Specific unbundling requirements.

Code of Federal Regulations, 2011 CFR

2011-10-01

... Triennial Review Order, the high frequency portion of a copper loop shall no longer be required to be... the requesting telecommunications carrier using the high frequency portion of the loop. The high... the demarcation point at the end-user customer premises, and includes the high frequency portion of...

47 CFR 51.319 - Specific unbundling requirements.

Code of Federal Regulations, 2010 CFR

2010-10-01

... Triennial Review Order, the high frequency portion of a copper loop shall no longer be required to be... the requesting telecommunications carrier using the high frequency portion of the loop. The high... the demarcation point at the end-user customer premises, and includes the high frequency portion of...

78 FR 31542 - FCC Technology Transitions Policy Task Force Seeks Comment on Potential Trials

Federal Register 2010, 2011, 2012, 2013, 2014

2013-05-24

... communications alternatives to customers living in particularly high-cost areas, including its Mobile Premises... FEDERAL COMMUNICATIONS COMMISSION [GN Docket No. 13-5; DA 13-1016] FCC Technology Transitions Policy Task Force Seeks Comment on Potential Trials AGENCY: Federal Communications Commission. ACTION...

Prevalence of responsible hospitality policies in licensed premises that are associated with alcohol-related harm.

PubMed

Daly, Justine B; Campbell, Elizabeth M; Wiggers, John H; Considine, Robyn J

2002-06-01

This study aimed to determine the prevalence of responsible hospitality policies in a group of licensed premises associated with alcohol-related harm. During March 1999, 108 licensed premises with one or more police-identified alcohol-related incidents in the previous 3 months received a visit from a police officer. A 30-item audit checklist was used to determine the responsible hospitality policies being undertaken by each premises within eight policy domains: display required signage (three items); responsible host practices to prevent intoxication and under-age drinking (five items); written policies and guidelines for responsible service (three items); discouraging inappropriate promotions (three items); safe transport (two items); responsible management issues (seven items); physical environment (three items) and entry conditions (four items). No premises were undertaking all 30 items. Eighty per cent of the premises were undertaking 20 of the 30 items. All premises were undertaking at least 17 of the items. The proportion of premises undertaking individual items ranged from 16% to 100%. Premises were less likely to report having and providing written responsible hospitality documentation to staff, using door charges and having entry/re-entry rules. Significant differences between rural and urban premises were evident for four policies. Clubs were significantly more likely than hotels to have a written responsible service of alcohol policy and to clearly display codes of dress and conditions of entry. This study provides an indication of the extent and nature of responsible hospitality policies in a sample of licensed premises that are associated with a broad range of alcohol related harms. The finding that a large majority of such premises appear to adopt responsible hospitality policies suggests a need to assess the validity and reliability of tools used in the routine assessment of such policies, and of the potential for harm from licensed premises.

Getting the balance right-tackling the obesogenic environment by reducing unhealthy options in a hospital shop without affecting profit.

PubMed

Simpson, Nandi; Bartley, Angela; Davies, Alisha; Perman, Sarah; Rodger, Alison J

2018-04-07

UK hospitals have been criticized for fuelling obesity by allowing contracts with food retailers selling high fat and high-sugar products on hospital premises. We assessed the impact for a major retailer of increasing healthy food choices at their Royal Free London NHS Foundation Trust outlet. To assess the impact on sales, profit and acceptability to customers, a multi-component intervention based on behavioural insights theory was enacted over 2 months (November-December 2014) at the Royal Free site WHSmith. Sales data on all food and drink were assessed over three time periods: (i) 2 months immediately prior to, and (ii) immediately after the intervention, and (iii) the equivalent period 10 months later. Acceptability to customers was assessed via questionnaires, and profit assessed as a proxy for retailer satisfaction. Compared to the pre-intervention period, total sales increased immediately after the intervention, and again 10 months after the intervention. Sales of healthier options increased as a proportion of total sales following the intervention, sales of sweets and chocolates decreased, while the relative sales of other items remained similar. We demonstrated that healthier alternatives could be provided in a hospital retail premises without negatively affecting total sales, retailer or customer satisfaction.

47 CFR 64.611 - Internet-based TRS registration.

Code of Federal Regulations, 2014 CFR

2014-10-01

... Internet-based TRS Numbering Directory any toll free number that has not been transferred to a subscription... 47 Telecommunication 3 2014-10-01 2014-10-01 false Internet-based TRS registration. 64.611 Section... Customer Premises Equipment for Persons With Disabilities § 64.611 Internet-based TRS registration. (a...

19 CFR 10.59 - Exemption from customs duties and internal-revenue tax.

Code of Federal Regulations, 2010 CFR

2010-04-01

... vessels of 5 net tons or over may be allowed to withdraw distilled spirits (including alcohol), wines, and... entered, or withdrawn, for consumption. Exemption from internal-revenue tax on distilled spirits, alcohol, wines, and beer removed from any internal-revenue bonded warehouse, industrial alcohol premises, bonded...

19 CFR 10.59 - Exemption from customs duties and internal-revenue tax.

Code of Federal Regulations, 2011 CFR

2011-04-01

... vessels of 5 net tons or over may be allowed to withdraw distilled spirits (including alcohol), wines, and... entered, or withdrawn, for consumption. Exemption from internal-revenue tax on distilled spirits, alcohol, wines, and beer removed from any internal-revenue bonded warehouse, industrial alcohol premises, bonded...

47 CFR 64.605 - Emergency calling requirements.

Code of Federal Regulations, 2014 CFR

2014-10-01

... Customer Premises Equipment for Persons With Disabilities § 64.605 Emergency calling requirements. (a..., 2008, the requirements of paragraphs (a)(2)(i) and (a)(2)(iv) of this section shall not apply to...: (i) Accept and handle emergency calls and access, either directly or via a third party, a...

A Business Marketing Strategy Applied to Student Retention: A Higher Education Initiative

ERIC Educational Resources Information Center

Ackerman, Robert; Schibrowsky, John

2008-01-01

Relationship marketing, a concept that focuses on attracting, maintaining, and building business relationships, has enhanced the profitability of businesses. The core of the relationship marketing approach in business is that resources are directed toward strengthening ties to existing customers on the proven premise that maintaining existing…

36 CFR § 1193.39 - Prohibited reduction of accessibility, usability, and compatibility.

Code of Federal Regulations, 2013 CFR

2013-07-01

... accessibility, usability, and compatibility. § 1193.39 Section § 1193.39 Parks, Forests, and Public Property... Requirements for Accessibility and Usability § 1193.39 Prohibited reduction of accessibility, usability, and... accessibility, usability, or compatibility of telecommunications equipment or customer premises equipment. (b...

Creating Learning Places for Teachers, Too.

ERIC Educational Resources Information Center

Frase, Larry E.; Conley, Sharon C.

This book advances the premise that teachers, in addition to students, must be viewed as customers of the school. Teachers' jobs and work environments must therefore be redesigned for maximum professional growth and development. Unless teachers are supported in developing a quality work environment, efforts to improve schools will be marginally…

Evolutionary multidimensional access architecture featuring cost-reduced components

NASA Astrophysics Data System (ADS)

Farjady, Farsheed; Parker, Michael C.; Walker, Stuart D.

1998-12-01

We describe a three-stage wavelength-routed optical access network, utilizing coarse passband-flattened arrayed- waveguide grating routers. An N-dimensional addressing strategy enables 6912 customers to be bi-directionally addressed with multi-Gb/s data using only 24 wavelengths spaced by 1.6 nm. Coarse wavelength separation allows use of increased tolerance WDM components at the exchange and customer premises. The architecture is designed to map onto standard access network topologies, allowing elegant upgradability from legacy PON infrastructures at low cost. Passband-flattening of the routers is achieved through phase apodization.

I want products my own way, but which way? The effects of different product categories and cues on customer responses to Web-based customizations.

PubMed

Chang, Chia-Chi; Chen, Hui-Yun

2009-02-01

Mass customization is a strategy that has been adopted by companies to tailor their products in order to match customer needs more precisely. Therefore, to fully capture the value of mass customization, it is crucial to explore how customers react to mass customization. In previous studies, an implied premise has been that consumers are keen to embrace customized products, and this assumption has also been treated by firms as a prerequisite for successful mass customization strategies. However, an undesirable complexity may result from difficult configuration processes that may intimidate and confuse some customers. Hence, this study explores strategies that marketers can employ to facilitate the customization process. Specifically, this study investigates how to enhance customer satisfaction and purchase decision toward customized products by providing cues compatible with the product category. It is hypothesized that for search products, customers rely more on intrinsic cues when making configuration decisions. On the other hand, for experience products, customers perceive extrinsic cues to be more valuable in assisting them to make configuration decisions. The results suggest that consumers tend to respond more favorably toward customized search products when intrinsic cues are provided than when extrinsic or irrelevant ones are provided. In contrast, when customizing experience products, customers tend to depend more on extrinsic cues than on intrinsic or irrelevant ones.

27 CFR 478.103 - Posting of signs and written notification to purchasers of handguns.

Code of Federal Regulations, 2010 CFR

2010-04-01

... is, under certain circumstances, punishable by up to 10 years in prison. FEDERAL LAW The Gun Control... nonlicensee shall display at its licensed premises (including temporary business locations at gun shows) a sign as described in paragraph (e) of this section. The sign shall be displayed where customers can...

Modular Biopower System Providing Combined Heat and Power for DoD Installations

DTIC Science & Technology

2013-12-01

Cycle Cost evaluation using the experimental results of the 6-month field demonstration and the system’s projected cost and performance for the...34 5.6 SAMPLING RESULTS ...premises, which resulted in a significant program delay. After a short period of operation, the custom-designed engine developed mechanical

Why Is Outdoor Recreation Worth $30 Million to the Air Force?

ERIC Educational Resources Information Center

Heeg, Phillip

The Air Force outdoor recreation program evolved from the Army "rest and recreation" areas set up during World War II. During the last decade, financial pressures and eroding support for recreation programs forced a reexamination of the objectives of such programs. Starting with the premise that the Air Force was the main customer and…

Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

PubMed

Susskind, Alex M; Kacmar, K Michele; Borchgrevink, Carl P

2003-02-01

The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone.

Over-the-horizon, connected home/office (OCHO): situation management of environmental, medical, and security conditions at remote premises via broadband wireless access

NASA Astrophysics Data System (ADS)

Hortos, William S.

2010-04-01

Broadband wireless access standards, together with advances in the development of commercial sensing and actuator devices, enable the feasibility of a consumer service for a multi-sensor system that monitors the conditions within a residence or office: the environment/infrastructure, patient-occupant health, and physical security. The proposed service is a broadband reimplementation and combination of existing services to allow on-demand reports on and management of the conditions by remote subscribers. The flow of on-demand reports to subscribers and to specialists contracted to mitigate out-of-tolerance conditions is the foreground process. Service subscribers for an over-the-horizon connected home/office (OCHO) monitoring system are the occupant of the premises and agencies, contracted by the service provider, to mitigate or resolve any observed out-of-tolerance condition(s) at the premises. Collectively, these parties are the foreground users of the OCHO system; the implemented wireless standards allow the foreground users to be mobile as they request situation reports on demand from the subsystems on remote conditions that comprise OCHO via wireless devices. An OCHO subscriber, i.e., a foreground user, may select the level of detail found in on-demand reports, i.e., the amount of information displayed in the report of monitored conditions at the premises. This is one context of system operations. While foreground reports are sent only periodically to subscribers, the information generated by the monitored conditions at the premises is continuous and is transferred to a background configuration of servers on which databases reside. These databases are each used, generally, in non-real time, for the assessment and management of situations defined by attributes like those being monitored in the foreground by OCHO. This is the second context of system operations. Context awareness and management of conditions at the premises by a second group of analysts and decision makers who extract information from the OCHO data in the databases form the foundation of the situation management problem.

Access all areas? An area-level analysis of accessibility to general practice and community pharmacy services in England by urbanity and social deprivation

PubMed Central

Todd, Adam; Copeland, Alison; Husband, Andy; Kasim, Adetayo; Bambra, Clare

2015-01-01

Objectives (1) To determine the percentage of the population in England that has access to a general practitioner (GP) premises within a 20 min walk (the accessibility); (2) explore the relationship between the walking distance to a GP premises and urbanity and social deprivation and (3) compare accessibility of a GP premises to that of a community pharmacy—and how this may vary by urbanity and social deprivation. Design This area-level analysis spatial study used postcodes for all GP premises and community pharmacies in England. Each postcode was assigned to a population lookup table and Lower Super Output Area (LSOA). The LSOA was then matched to urbanity (urban, town and fringe, or village, hamlet and isolated dwellings) and deprivation decile (using the Index of Multiple Deprivation score 2010). Primary outcome measure Living within a 20 min walk of a GP premises. Results Overall, 84.8% of the population is estimated to live within a 20 min walk of a GP premises: 81.2% in the most affluent areas, 98.2% in the most deprived areas, 94.2% in urban and 19.4% in rural areas. This is consistently lower when compared with the population living within a 20 min walk of a community pharmacy. Conclusions Our study shows that the vast majority of the population live within a 20 min walk of a GP premises, with higher proportions in the most deprived areas—a positive primary care law. However, more people live within a 20 min walk of a community pharmacy compared with a GP premises, and this potentially has implications for the commissioning of future services from these healthcare providers in England. PMID:25956762

Financial impacts of net-metered PV on utilities and ratepayers: A scoping study of two prototypical U.S. utilities

DOE Office of Scientific and Technical Information (OSTI.GOV)

Satchwell, Andrew; Mills, Andrew; Barbose, Galen

2014-09-19

Deployment of customer-sited photovoltaics (PV) in the United States has expanded rapidly in recent years, driven in part by public policies premised on a range of societal benefits that PV may provide. With the success of these efforts, heated debates have surfaced in a number of U.S. states about the impacts of customer-sited PV on utility shareholders and ratepayers, and such debates will likely become only more pronounced and widespread as solar costs continue to decline and deployment accelerates. To inform these discussions, we performed a scoping analysis to quantify the financial impacts of customer-sited PV on utility shareholders andmore » ratepayers and to assess the potential efficacy of various options for mitigating those impacts.« less

Overserving and Allowed Entry of Obviously Alcohol-Intoxicated Spectators at Sporting Events.

PubMed

Elgán, Tobias H; Durbeej, Natalie; Holder, Harold D; Gripenberg, Johanna

2018-02-01

Alcohol intoxication among spectators at sporting events and related problems, such as violence, are of great concern in many countries around the world. However, knowledge is scarce about whether or not alcohol is served to obviously intoxicated spectators at licensed premises inside and outside the sporting arenas, and if obviously intoxicated spectators are allowed entrance to these events. The objective of this study was therefore to examine the occurrences of overserving at licensed premises inside and outside arenas, and of allowed entry of obviously intoxicated spectators into arenas. An observational study assessing the rate of denied alcohol service and denied entry to arenas of trained professional actors portraying a standardized scene of obvious alcohol intoxication (i.e., pseudo-patrons) was conducted. The scene was developed by an expert panel, and each attempt was monitored by an observer. The settings were 2 arenas hosting matches in the Swedish Premier Football League in the largest city in Sweden and 1 arena in the second largest city, including entrances and licensed premises inside and outside the arenas. The rates of denied alcohol service were 66.9% at licensed premises outside the arenas (n = 151) and 24.9% at premises inside the arenas (n = 237). The rate of denied entry to the arenas (n = 102) was 10.8%. Overserving and allowed entry of obviously alcohol-intoxicated spectators are problematic at sporting events in Sweden and may contribute to high overall intoxication levels among spectators. The differences in server intervention rates indicate that serving staff at licensed premises inside the arenas and entrance staff are not likely to have been trained in responsible beverage service. This result underscores the need for server training among staff at the arenas. Copyright © 2017 by the Research Society on Alcoholism.

Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

PubMed

Liao, Hui

2007-03-01

Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. (c) 2007 APA, all rights reserved.

Talking about Customer Service.

ERIC Educational Resources Information Center

Talley, Mary; Axelroth, Joan

2001-01-01

Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

An Approach for Counseling Mexican-American Parents of Mentally Retarded Children. Vol. 1, No. 4.

ERIC Educational Resources Information Center

Acevedo, Homero

The monograph on the counseling of Mexican-American parents of mentally retarded children begins with a discussion of Mexican-American culture, on the premise that a good knowledge of background, culture, customs, and mores is necessary to understand and counsel such parents. Treated are stereotyped images of each other held by Anglos and…

Multimodal visualization interface for data management, self-learning and data presentation.

PubMed

Van Sint Jan, S; Demondion, X; Clapworthy, G; Louryan, S; Rooze, M; Cotten, A; Viceconti, M

2006-10-01

A multimodal visualization software, called the Data Manager (DM), has been developed to increase interdisciplinary communication around the topic of visualization and modeling of various aspects of the human anatomy. Numerous tools used in Radiology are integrated in the interface that runs on standard personal computers. The available tools, combined to hierarchical data management and custom layouts, allow analyzing of medical imaging data using advanced features outside radiological premises (for example, for patient review, conference presentation or tutorial preparation). The system is free, and based on an open-source software development architecture, and therefore updates of the system for custom applications are possible.

Customer care.

PubMed

Kay, E J

2003-03-22

Everyone who is in business knows that the most important thing one can achieve is attracting and retaining customers. Now, before the BDJ is bombarded with complaints about ivory-tower academics talking theoretically about something of which they have no experience, I need to tell you that I do have real, live practical experience of business. Okay, it's not a business to do with dentistry, it's a business to do with horses, but nevertheless, it is a business and the basic premises of businesses apply to both dentistry and to riding stables. Remarkably also, there are a number of interesting analogies between running a riding school and running a dental practice!

20 CFR 669.330 - How are services delivered to the customer?

Code of Federal Regulations, 2010 CFR

2010-04-01

... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false How are services delivered to the customer... Farmworker Jobs Program Customers and Available Program Services § 669.330 How are services delivered to the customer? To ensure that all services are focused on the customer's needs, services are provided through a...

20 CFR 669.330 - How are services delivered to the customer?

Code of Federal Regulations, 2011 CFR

2011-04-01

... 20 Employees' Benefits 3 2011-04-01 2011-04-01 false How are services delivered to the customer... Farmworker Jobs Program Customers and Available Program Services § 669.330 How are services delivered to the customer? To ensure that all services are focused on the customer's needs, services are provided through a...

The Customer Service Experience.

ERIC Educational Resources Information Center

Bell, Chip R.

2001-01-01

Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

Which Way Do You Want To Serve Your Customers?

ERIC Educational Resources Information Center

Gupta, Dinesh K.; Jambheykar, Ashok

2002-01-01

Discusses the need to focus on customer service in libraries. Topics include motivating factors, including the value of library services as judged by the users; attributes of customer service; categories of customer service; identifying users; and questions to ask library staff to help evaluate their customer service. (LRW)

76 FR 24339 - Streamlining Service Delivery and Improving Customer Service

Federal Register 2010, 2011, 2012, 2013, 2014

2011-05-02

... Order 13571 of April 27, 2011 Streamlining Service Delivery and Improving Customer Service By the... Customer Service Standards), issued on September 11, 1993, requires agencies that provide significant services directly to the public to identify and survey their customers, establish service standards and...

Customer perceived service quality, satisfaction and loyalty in Indian private healthcare.

PubMed

Kondasani, Rama Koteswara Rao; Panda, Rajeev Kumar

2015-01-01

The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.

77 FR 31981 - Eligible Obligations, Charitable Contributions, Nonmember Deposits, Fixed Assets, Investments...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-05-31

... remove the automatic exemption from the nonmember deposits limit that had been granted to RegFlex FCUs... created a ``well capitalized standard'' based on the automatic designation criteria used in RegFlex. An... premises. ``Premises'' means any office, branch office, suboffice, service center, parking lot, facility...

Survey of Salmonella contamination of raw shell eggs used in food service premises in the United Kingdom, 2005 through 2006.

PubMed

Little, C L; Rhoades, J R; Hucklesby, L; Greenwood, M; Surman-Lee, S; Bolton, F J; Meldrum, R; Wilson, I; McDonald, C; de Pinna, E; Threlfall, E J; Chan, C H

2008-01-01

This survey was launched after an unusual number of Salmonella Enteritidis outbreaks associated with the use of eggs in food service premises in England and Wales. Between November 2005 and December 2006, 9,528 eggs (1,588 pooled samples of 6 eggs) were collected from 1,567 food service premises in the United Kingdom, most of which (89%) were produced in the United Kingdom. Salmonella was isolated from 6 (0.38%) pools of eggs. Of these, 5 (0.31%) were Salmonella Enteritidis, which were further characterized to phage types (PTs): PT 4 (0.19%), PT 8 (0.06%), and PT 12 (0.06%). Salmonella Mbandaka was also isolated (0.06%). Salmonella was detected from five and one of pooled eggs samples that were produced in the United Kingdom and Germany, respectively; these were from different producers. The study showed evidence of poor egg storage and handling practices in food service premises, in that 55% did not store eggs under refrigerated conditions; 20.7% of eggs had expired "best before" dates or were in use after 3 weeks of lay, indicating poor stock rotation; and 37.1% pooled eggs not intended for immediate service. Eggs are a commonly consumed food that may occasionally be contaminated with Salmonella at different rates, according to their country of origin. The food service sector needs to be aware of this continuing hazard, receive appropriate food safety and hygiene training on storage and usage of raw shell eggs, adopt appropriate control measures, and follow advice provided by national food agencies in order to reduce the risk of infection.

Neighborhood alcohol outlet density and rates of child abuse and neglect: moderating effects of access to substance abuse services.

PubMed

Morton, Cory M; Simmel, Cassandra; Peterson, N Andrew

2014-05-01

This study investigates the relationship between concentrations of on- and off-premises alcohol outlets and rates of child abuse and neglect. Additionally, the study seeks to locate protective features of a neighborhood's built environment by investigating the potentially moderating role that access to substance abuse treatment and prevention services plays in the relationship between alcohol outlet density and child maltreatment. Using a cross-sectional design, this ecological study utilized data from 163 census tracts in Bergen County, New Jersey, on reports of child abuse and neglect, alcohol outlets, substance abuse treatment and prevention facilities, and the United States Census to investigate the linkages between socioeconomic structure, alcohol availability, and access to substance abuse service facilities on rates of child abuse and neglect. Findings indicate areas with a greater concentration of on-premises alcohol outlets (i.e., bars) had higher rates of child neglect, and those with easier access to substance abuse services had lower rates of neglect, controlling for neighborhood demographic and socioeconomic structure. Additionally, the relationship between on-premises alcohol outlet density and rates of child neglect was moderated by the presence of substance abuse service facilities. A greater concentration of off-premises outlets (i.e., liquor stores) was associated with lower rates of physical abuse. Findings suggest that the built environment and socioeconomic structure of neighborhoods have important consequences for child well-being. The implications for future research on the structural features of neighborhoods that are associated with child well-being are discussed. Copyright © 2014 Elsevier Ltd. All rights reserved.

Neighborhood Alcohol Outlet Density and Rates of Child Abuse and Neglect: Moderating Effects of Access to Substance Abuse Services

PubMed Central

Morton, Cory M.; Simmel, Cassandra; Peterson, N. Andrew

2014-01-01

This study investigates the relationship between concentrations of on- and off-premises alcohol outlets and rates of child abuse and neglect. Additionally, the study seeks to locate protective features of a neighborhood's built environment by investigating the potentially moderating role that access to substance abuse treatment and prevention services plays in the relationship between alcohol outlet density and child maltreatment. Using a cross-sectional design, this ecological study utilized data from 163 census tracts in Bergen County, New Jersey, on reports of child abuse and neglect, alcohol outlets, substance abuse treatment and prevention facilities, and the United States Census to investigate the linkages between socioeconomic structure, alcohol availability, and access to substance abuse service facilities on rates of child abuse and neglect. Findings indicate areas with a greater concentration of on-premises alcohol outlets (i.e., bars) had higher rates of child neglect, and those with easier access to substance abuse services had lower rates of neglect, controlling for neighborhood demographic and socioeconomic structure. Additionally, the relationship between on-premises alcohol outlet density and rates of child neglect was moderated by the presence of substance abuse service facilities. A greater concentration of off-premises outlets (i.e., liquor stores) was associated with lower rates of physical abuse. Findings suggest that the built environment and socioeconomic structure of neighborhoods have important consequences for child well-being. The implications for future research on the structural features of neighborhoods that are associated with child well-being are discussed. PMID:24529493

Universal Keyword Classifier on Public Key Based Encrypted Multikeyword Fuzzy Search in Public Cloud

PubMed Central

Munisamy, Shyamala Devi; Chokkalingam, Arun

2015-01-01

Cloud computing has pioneered the emerging world by manifesting itself as a service through internet and facilitates third party infrastructure and applications. While customers have no visibility on how their data is stored on service provider's premises, it offers greater benefits in lowering infrastructure costs and delivering more flexibility and simplicity in managing private data. The opportunity to use cloud services on pay-per-use basis provides comfort for private data owners in managing costs and data. With the pervasive usage of internet, the focus has now shifted towards effective data utilization on the cloud without compromising security concerns. In the pursuit of increasing data utilization on public cloud storage, the key is to make effective data access through several fuzzy searching techniques. In this paper, we have discussed the existing fuzzy searching techniques and focused on reducing the searching time on the cloud storage server for effective data utilization. Our proposed Asymmetric Classifier Multikeyword Fuzzy Search method provides classifier search server that creates universal keyword classifier for the multiple keyword request which greatly reduces the searching time by learning the search path pattern for all the keywords in the fuzzy keyword set. The objective of using BTree fuzzy searchable index is to resolve typos and representation inconsistencies and also to facilitate effective data utilization. PMID:26380364

Universal Keyword Classifier on Public Key Based Encrypted Multikeyword Fuzzy Search in Public Cloud.

PubMed

Munisamy, Shyamala Devi; Chokkalingam, Arun

2015-01-01

Cloud computing has pioneered the emerging world by manifesting itself as a service through internet and facilitates third party infrastructure and applications. While customers have no visibility on how their data is stored on service provider's premises, it offers greater benefits in lowering infrastructure costs and delivering more flexibility and simplicity in managing private data. The opportunity to use cloud services on pay-per-use basis provides comfort for private data owners in managing costs and data. With the pervasive usage of internet, the focus has now shifted towards effective data utilization on the cloud without compromising security concerns. In the pursuit of increasing data utilization on public cloud storage, the key is to make effective data access through several fuzzy searching techniques. In this paper, we have discussed the existing fuzzy searching techniques and focused on reducing the searching time on the cloud storage server for effective data utilization. Our proposed Asymmetric Classifier Multikeyword Fuzzy Search method provides classifier search server that creates universal keyword classifier for the multiple keyword request which greatly reduces the searching time by learning the search path pattern for all the keywords in the fuzzy keyword set. The objective of using BTree fuzzy searchable index is to resolve typos and representation inconsistencies and also to facilitate effective data utilization.

Customer service in equine veterinary medicine.

PubMed

Blach, Edward L

2009-12-01

This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty.

Evaluating Commercial and Private Cloud Services for Facility-Scale Geodetic Data Access, Analysis, and Services

NASA Astrophysics Data System (ADS)

Meertens, C. M.; Boler, F. M.; Ertz, D. J.; Mencin, D.; Phillips, D.; Baker, S.

2017-12-01

UNAVCO, in its role as a NSF facility for geodetic infrastructure and data, has succeeded for over two decades using on-premises infrastructure, and while the promise of cloud-based infrastructure is well-established, significant questions about suitability of such infrastructure for facility-scale services remain. Primarily through the GeoSciCloud award from NSF EarthCube, UNAVCO is investigating the costs, advantages, and disadvantages of providing its geodetic data and services in the cloud versus using UNAVCO's on-premises infrastructure. (IRIS is a collaborator on the project and is performing its own suite of investigations). In contrast to the 2-3 year time scale for the research cycle, the time scale of operation and planning for NSF facilities is for a minimum of five years and for some services extends to a decade or more. Planning for on-premises infrastructure is deliberate, and migrations typically take months to years to fully implement. Migrations to a cloud environment can only go forward with similar deliberate planning and understanding of all costs and benefits. The EarthCube GeoSciCloud project is intended to address the uncertainties of facility-level operations in the cloud. Investigations are being performed in a commercial cloud environment (Amazon AWS) during the first year of the project and in a private cloud environment (NSF XSEDE resource at the Texas Advanced Computing Center) during the second year. These investigations are expected to illuminate the potential as well as the limitations of running facility scale production services in the cloud. The work includes running parallel equivalent cloud-based services to on premises services and includes: data serving via ftp from a large data store, operation of a metadata database, production scale processing of multiple months of geodetic data, web services delivery of quality checked data and products, large-scale compute services for event post-processing, and serving real time data from a network of 700-plus GPS stations. The evaluation is based on a suite of metrics that we have developed to elucidate the effectiveness of cloud-based services in price, performance, and management. Services are currently running in AWS and evaluation is underway.

Systemic Vulnerabilities in Customer-Premises Equipment (CPE) Routers

DTIC Science & Technology

2017-07-01

equipment (CPE),1 specifically small office/home office (SOHO) routers, has become ubiquitous. CPE routers are notorious for their web interface...and enabling remote management, although all settings controllable over the web -management interface can be manipulated. • 85% (11 of 13) of...specifically small office/home office (SOHO) routers— has become ubiquitous. CPE routers are notorious for their web interface vulnerabilities, old ver- sions

Focus on Customer Service. Service Management: How to Plan for it Rather Than Hope for It [and] Learning to Say "Yes": A Customer Service Program for Library Staff [and] Maintaining Momentum in a Quality Improvement Process.

ERIC Educational Resources Information Center

Brewer, Julie; And Others

1995-01-01

Presents three articles that discuss customer service in libraries, with a focus on planning for service management, a customer service program for library staff, and a quality improvement process. Highlights include developing and implementing service strategies, dealing with requests, redefining work relationships, coworkers as customers,…

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance.

PubMed

Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

2017-01-01

In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees' needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units -in close contact with customers- was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today.

Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector.

PubMed

Scotti, Dennis J; Harmon, Joel; Behson, Scott J

2007-01-01

Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performance work systems (HPWS) and customer orientation influence employee and customer perceptions of service quality and patient satisfaction in a national sample of 113 Veterans Health Administration ambulatory care centers. We present a conceptual model for linking work environment to customer satisfaction and test this model using structural equations modeling. The results suggest that (1) HPWS is linked to employee perceptions of their ability to deliver high-quality customer service, both directly and through their perceptions of customer orientation; (2) employee perceptions of customer service are linked to customer perceptions of high-quality service; and (3) perceived service quality is linked with customer satisfaction. Theoretical and practical implications of our findings, including suggestions of how healthcare managers can implement changes to their work environments, are discussed.

The Study on the Preferences of Customer Personal Values with Chinese Culture Background in Services

NASA Astrophysics Data System (ADS)

Li, Yi; Zhao, Hong; Yang, Yue

Customer personal values are the important factors which affect customer behaviors, and they guide and decide the customer's attitudes and behaviors on the products or the services. The paper thinks there are only several important customer personal values to guide customer's decisions, and these values will have -strong cultural differences. This study focuses on discussing the preferences of customer personal values with Chinese culture background when customers consume service and analyzes on the customer preferences of customer personal values with the deep interview method. After interviewing 16 responders with the semi-structured questionnaires, the study finds out some interesting results: (1) Some customers have recognized the existent of customer personal values, even though customer perceived values still have the strong influences on customer behaviors. (2) As they pursue to high quality lives, customers enjoy the lives in easy and pleasure way and care about the safe of the family. Quick response, simple and professional services contribute to enhance the experiences of easy and pleasure lives. (3) Non-rational consumers need the respect from the staff and the companies seriously. In comparison, the rational customers care less about the respect. (4) The sociable requirements have become a common consuming psychology of the customers. More and more customers try to gain the friends by consuming some services. (5) The preferences of customer personal values have a close relationship with the Chinese culture, such as collective values, family conception and "face" culture. The results benefit for service companies improving service brands and service quality.

Novel Schemes for Local Area Network Emulation in Passive Optical Networks With RF Subcarrier Multiplexed Customer Traffic

NASA Astrophysics Data System (ADS)

Nadarajah, Nishaanthan; Attygalle, Manik; Wong, Elaine; Nirmalathas, Ampalavanapillai

2005-10-01

This paper proposes two novel optical layer schemes for intercommunication between customers in a passive optical network (PON). The proposed schemes use radio frequency (RF) subcarrier multiplexed transmission for intercommunication between customers in conjunction with upstream access to the central office (CO) at baseband. One scheme employs a narrowband fiber Bragg grating (FBG) placed close to the star coupler in the feeder fiber of the PON, while the other uses an additional short-length distribution fiber from the star coupler to each customer unit for the redirection of customer traffic. In both schemes, only one optical transmitter is required at each optical network unit (ONU) for the transmission of customer traffic and upstream access traffic. Moreover, downstream bandwidth is not consumed by customer traffic unlike in previously reported techniques. The authors experimentally verify the feasibility of both schemes with 1.25 Gb/s upstream baseband transmission to the CO and 155 Mb/s customer data transmission on the RF carrier. The experimental results obtained from both schemes are compared, and the power budgets are calculated to analyze the scalability of each scheme. Further, the proposed schemes were discussed in terms of upgradability of the transmission bit rates for the upstream access traffic, bandwidth requirements at the customer premises, dispersion tolerance, and stability issues for the practical implementations of the network.

9 CFR 77.19 - Cleaning and disinfection of premises, conveyances, and materials.

Code of Federal Regulations, 2010 CFR

2010-01-01

... 9 Animals and Animal Products 1 2010-01-01 2010-01-01 false Cleaning and disinfection of premises, conveyances, and materials. 77.19 Section 77.19 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE INTERSTATE TRANSPORTATION OF ANIMALS (INCLUDING POULTRY) AND ANIMAL PRODUCTS TUBERCULOSIS Cattle and...

9 CFR 77.41 - Cleaning and disinfection of premises, conveyances, and materials.

Code of Federal Regulations, 2010 CFR

2010-01-01

... 9 Animals and Animal Products 1 2010-01-01 2010-01-01 false Cleaning and disinfection of premises, conveyances, and materials. 77.41 Section 77.41 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE INTERSTATE TRANSPORTATION OF ANIMALS (INCLUDING POULTRY) AND ANIMAL PRODUCTS TUBERCULOSIS Captive...

9 CFR 72.8 - Interstate movement of cattle from free premises upon inspection and certification by APHIS...

Code of Federal Regulations, 2014 CFR

2014-01-01

... 9 Animals and Animal Products 1 2014-01-01 2014-01-01 false Interstate movement of cattle from free premises upon inspection and certification by APHIS inspector. 72.8 Section 72.8 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE INTERSTATE...

Access all areas? An area-level analysis of accessibility to general practice and community pharmacy services in England by urbanity and social deprivation.

PubMed

Todd, Adam; Copeland, Alison; Husband, Andy; Kasim, Adetayo; Bambra, Clare

2015-05-08

(1) To determine the percentage of the population in England that has access to a general practitioner (GP) premises within a 20 min walk (the accessibility); (2) explore the relationship between the walking distance to a GP premises and urbanity and social deprivation and (3) compare accessibility of a GP premises to that of a community pharmacy--and how this may vary by urbanity and social deprivation. This area-level analysis spatial study used postcodes for all GP premises and community pharmacies in England. Each postcode was assigned to a population lookup table and Lower Super Output Area (LSOA). The LSOA was then matched to urbanity (urban, town and fringe, or village, hamlet and isolated dwellings) and deprivation decile (using the Index of Multiple Deprivation score 2010). Living within a 20 min walk of a GP premises. Overall, 84.8% of the population is estimated to live within a 20 min walk of a GP premises: 81.2% in the most affluent areas, 98.2% in the most deprived areas, 94.2% in urban and 19.4% in rural areas. This is consistently lower when compared with the population living within a 20 min walk of a community pharmacy. Our study shows that the vast majority of the population live within a 20 min walk of a GP premises, with higher proportions in the most deprived areas--a positive primary care law. However, more people live within a 20 min walk of a community pharmacy compared with a GP premises, and this potentially has implications for the commissioning of future services from these healthcare providers in England. Published by the BMJ Publishing Group Limited. For permission to use (where not already granted under a licence) please go to http://group.bmj.com/group/rights-licensing/permissions.

42 CFR 485.58 - Condition of participation: Comprehensive rehabilitation program.

Code of Federal Regulations, 2010 CFR

2010-10-01

... rehabilitation program that includes, at a minimum, physicians' services, physical therapy services, and social or psychological services. These services must be furnished by personnel that meet the qualifications... the services on its premises. (2) Exceptions. Physical therapy, occupational therapy, and speech...

Customer Service: Implications for Reference Practice.

ERIC Educational Resources Information Center

Whitlatch, Jo Bell

1995-01-01

The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference…

Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

ERIC Educational Resources Information Center

Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

2014-01-01

This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…

Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.

PubMed

Medler-Liraz, Hana; Yagil, Dana

2013-01-01

Many studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty. The model was tested with 131 service employee-customer dyads. The results show that service employee ingratiation was positively related to customers' deep acting but not related to surface acting. Customers' deep acting was positively related to their satisfaction. A positive relationship was found between customer satisfaction and loyalty.

The premises is the premise: understanding off- and on-premises alcohol sales outlets to improve environmental alcohol prevention strategies.

PubMed

Chinman, Matthew; Burkhart, Q; Ebener, Patricia; Fan, Cha-Chi; Imm, Pamela; Osilla, Karen Chan; Paddock, Susan M; Wright, Annie

2011-06-01

Environmental strategies to prevent the misuse of alcohol among youth--e.g., use of public policies to restrict minors' access to alcohol--have been shown to reduce underage drinking. However, implementation of policy changes often requires public and private partnerships. One way to support these partnerships is to better understand the target of many of the environmental strategies, which is the alcohol sales outlet. Knowing more about how off-premises outlets (e.g., liquor and convenience stores) and on-premises outlets (e.g., bars and restaurants) are alike and different could help community-based organizations better tailor, plan, and implement their environmental strategies and strengthen partnerships between the public and commercial sectors. We conducted a survey of managerial or supervisory staff and/or owners of 336 off- and on-premises alcohol outlets in six counties in South Carolina, comparing these two outlet types on their preferences regarding certain alcohol sales practices, beliefs toward underage drinking, alcohol sales practices, and outcomes. Multilevel logistic regression showed that while off- and on-premises outlets did have many similarities, off-premises outlets appear to engage in more practices designed to prevent sales of alcohol to minors than on-premises outlets. The relationship between certain Responsible Beverage Service (RBS) practices and outcomes varied by outlet type. This study furthers the understanding of the differences between off- and on-premises alcohol sales outlets and offers options for increasing and tailoring environmental prevention efforts to specific settings.

The Premises is the Premise: Understanding Off- and On-Premises Alcohol Sales Outlets to Improve Environmental Alcohol Prevention Strategies

PubMed Central

Chinman, Matthew; Burkhart, Q; Ebener, Patricia; Fan, Cha-Chi; Imm, Pamela; Osilla, Karen Chan; Paddock, Susan M.; Wright, Patricia Ann

2017-01-01

Environmental strategies to prevent the misuse of alcohol among youth—e.g., use of public policies to restrict minors’ access to alcohol—have been shown to reduce underage drinking. However, implementation of policy changes often requires public and private partnerships. One way to support these partnerships is to better understand the target of many of the environmental strategies, which is the alcohol sales outlet. Knowing more about how off-premises outlets (e.g., liquor and convenience stores) and on-premises outlets (e.g., bars and restaurants) are alike and different could help community-based organizations better tailor, plan, and implement their environmental strategies and strengthen partnerships between the public and commercial sectors. We conducted a survey of managerial or supervisory staff and/or owners of 336 off- and on-premises alcohol outlets in six counties in South Carolina, comparing these two outlet types on their preferences regarding certain alcohol sales practices, beliefs toward underage drinking, alcohol sales practices, and outcomes. Multilevel logistic regression showed that while off- and on-premises outlets did have many similarities, off-premises outlets appear to engage in more practices designed to prevent sales of alcohol to minors than on-premises outlets. The relationship between certain Responsible Beverage Service (RBS) practices and outcomes varied by outlet type. This study furthers the understanding of the differences between off- and on-premises alcohol sales outlets and offers options for increasing and tailoring environmental prevention efforts to specific settings. PMID:21373877

[How are consumers, service and market factors related to customer loyalty in medical service? Targeting the medical consumer in a city].

PubMed

Lee, Sunhee; Kim, Hyunmi; Kim, Juhye; Ha, Gwiyeom

2008-09-01

This study was performed to explore customer loyalty and the related factors. 900 households (a 1% sample) were randomly selected from the total population of K city located in Kangwon province. An interview survey was performed with using a structured questionnaire for the subjects (923 persons) who had used medical service during the year before the survey, and the survey was done September, 2002. When comparing the relating factors related with customer loyalty according to the sociodemographic characteristics, the older group showed a significantly higher level of recognition for service quality, service reputation, internal customers.attitudes and switching cost. The lower income group showed a higher level of recognition for service quality, service image and switching cost. The lower educated group showed a higher level of recognition for service reputation, service image and internal customers.attitudes. The higher educated group showed a higher level of recognition for perceived risk, and seeking variety. In addition, the expert group or the service and manufacturing workers group showed a higher level of recognition for service involvement. On multiple regression analysis, internal customers' attitudes, service image, service reputation, service quality, switching cost, and substitutability showed significant relations with customer loyalty. This study showed that customer loyalty was significantly influenced by service factors like internal customers' attitudes, service image, service reputation, and service quality, and by market factors like switching cost, and substitutability. The results of this study can be used as a baseline for developing strategies to create and keep customers with high loyalty.

Focusing on customer service.

PubMed

1996-01-01

This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a customer service focus, and reporting comments from the reviewers of the booklet.

Structural relationships between work environment and service quality perceptions as a function of customer contact intensity: implications for human service strategy.

PubMed

Scotti, Dennis J; Harmon, Joel; Behson, Scott J

2009-01-01

This study assesses the importance of customer-contact intensity at the service encounter level as a determinant of service quality assessments. Using data from the U.S. Department of Veterans Affairs, it shows that performance-driven human resources practices play an important role as determinants of employee customer orientation and service capability in both high-contact (outpatient healthcare) and low-contact (benefits claim processing) human service contexts. However, there existed significant differences across service delivery settings in the salience of customer orientation and the congruence between employee and customer perceptions of service quality, depending on the intensity of customer contact. In both contexts, managerial attention to high-performance work systems and customer-orientation has the potential to favorably impact perceptions of service quality, amplify consumer satisfaction, and enhance operational efficiency.

Motivating Customer Service Employees to Deliver Service Quality

DTIC Science & Technology

1999-12-01

Motivating Customer Service Employees to Deliver Service Quality A Professional Paper Presented to The Faculty of the Conrad Hilton College of...AGENCY USE ONLY (Leave blank) REPORT DATE ■W-MJl.UU MAJOR REPORT 4. TITLE AND SUBTITLE MOTIVATING CUSTOMER SERVICE EMPLOYEESTO DELIVER SERVICE...DIOR, Oct 94 Motivating Customer Service Employees to Deliver Service Quality A Professional Paper Presented to The Faculty of the Conrad Hilton

Laying the cornerstone: an employee-driven customer service program.

PubMed

Davis, Stephen M; Chinnis, Ann S; Dunmire, J Erin

2006-01-01

In the 21st-century healthcare environment, customer service remains critical to the fiscal viability of healthcare organizations. Continued competition for patients and diminishing reimbursements have necessitated the establishment of customer service programs to attract patients and retain outstanding employees. These programs should increase quality experiences for both internal customers (employees) and external customers (patients). This article describes a unique employee-driven customer service initiative titled Serving Together Achieving Results. Obstacles to implementing a customer service program in a multifaceted academic setting are highlighted, and the use of a novel tool, Q technique, to prioritize employee feedback is discussed.

47 CFR 69.408 - All other customer services expenses in Account 6620.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 3 2010-10-01 2010-10-01 false All other customer services expenses in Account... CARRIER SERVICES (CONTINUED) ACCESS CHARGES Apportionment of Expenses § 69.408 All other customer services expenses in Account 6620. All other customer services expenses shall be apportioned among the Interexchange...

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance

PubMed Central

Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

2017-01-01

In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees’ needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units –in close contact with customers– was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today. PMID:28559873

47 CFR 32.6623 - Customer services.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 2 2010-10-01 2010-10-01 false Customer services. 32.6623 Section 32.6623... FOR TELECOMMUNICATIONS COMPANIES Instructions for Expense Accounts § 32.6623 Customer services. (a) This account shall include costs incurred in establishing and servicing customer accounts. This...

The Best of Both Worlds: Developing a Hybrid Data System for the ASF DAAC

NASA Astrophysics Data System (ADS)

Arko, S. A.; Buechler, B.; Wolf, V. G.

2017-12-01

The Alaska Satellite Facility (ASF) at the University of Alaska Fairbanks hosts the NASA Distributed Active Archive Center (DAAC) specializing in synthetic aperture radar (SAR). Historically, the ASF DAAC has hosted hardware on-premises and developed DAAC-specific software to operate, manage, and maintain the DAAC data system. In the past year, ASF DAAC has been moving many of the standard DAAC operations into the Amazon Web Services (AWS) cloud. This includes data ingest, basic pre-processing, archiving, and distribution within the AWS environment. While the cloud offers nearly unbounded capacity for expansion and a great host of services, there also can be unexpected and unplanned costs for such. Additionally, these costs can be difficult to forecast even with historic data usage patterns and models for future usage. In an effort to maximize the effectiveness of the DAAC data system, while still managing and accurately forecasting costs, ASF DAAC has developed a hybrid, cloud and on-premises, data system. The goal of this project is to make extensive use of the AWS cloud, and when appropriate, utilize on-premises resources to help constrain costs. This hybrid system attempts to mimic, on premises, a cloud environment using Kubernetes container orchestration in order that software can be run in either location with little change. Combined with hybrid data storage architecture, the new data system makes use of the great capacity of the cloud while maintaining an on-premises options. This presentation will describe the development of the hybrid data system, including the micro-services architecture and design, the container orchestration, and hybrid storage. Additional we will highlight the lessons learned through the development process, cost forecasting for current and future SAR-mission operations, and provide a discussion of the pros and cons of hybrid architectures versus all-cloud deployments. This development effort has led to a system that is capable and flexible for the future while allowing ASF DAAC to continue supporting the SAR community with the highest level of services.

23 CFR 750.709 - On-property or on-premise advertising.

Code of Federal Regulations, 2010 CFR

2010-04-01

..., it shall be considered the business of outdoor advertising and not an on-property sign. (c) A sale or lease sign which also advertises any product or service not conducted upon and unrelated to the business... 23 Highways 1 2010-04-01 2010-04-01 false On-property or on-premise advertising. 750.709 Section...

9 CFR 72.22 - Cars, vehicles, and premises; cleaning and treatment after containing infested or exposed animals.

Code of Federal Regulations, 2014 CFR

2014-01-01

... 9 Animals and Animal Products 1 2014-01-01 2014-01-01 false Cars, vehicles, and premises; cleaning and treatment after containing infested or exposed animals. 72.22 Section 72.22 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE INTERSTATE TRANSPORTATION OF...

9 CFR 71.7 - Means of conveyance, facilities, premises, and cages and other equipment; methods of cleaning and...

Code of Federal Regulations, 2011 CFR

2011-01-01

... 9 Animals and Animal Products 1 2011-01-01 2011-01-01 false Means of conveyance, facilities, premises, and cages and other equipment; methods of cleaning and disinfecting. 71.7 Section 71.7 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE INTERSTATE...

9 CFR 71.4 - Maintenance of certain facilities and premises in a sanitary condition required; cleaning and...

Code of Federal Regulations, 2014 CFR

2014-01-01

... 9 Animals and Animal Products 1 2014-01-01 2014-01-01 false Maintenance of certain facilities and premises in a sanitary condition required; cleaning and disinfection, when required; animals classed as âexposed.â 71.4 Section 71.4 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE...

9 CFR 71.7 - Means of conveyance, facilities, premises, and cages and other equipment; methods of cleaning and...

Code of Federal Regulations, 2014 CFR

2014-01-01

... 9 Animals and Animal Products 1 2014-01-01 2014-01-01 false Means of conveyance, facilities, premises, and cages and other equipment; methods of cleaning and disinfecting. 71.7 Section 71.7 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE INTERSTATE...

9 CFR 71.4 - Maintenance of certain facilities and premises in a sanitary condition required; cleaning and...

Code of Federal Regulations, 2013 CFR

2013-01-01

... 9 Animals and Animal Products 1 2013-01-01 2013-01-01 false Maintenance of certain facilities and premises in a sanitary condition required; cleaning and disinfection, when required; animals classed as âexposed.â 71.4 Section 71.4 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE...

9 CFR 71.4 - Maintenance of certain facilities and premises in a sanitary condition required; cleaning and...

Code of Federal Regulations, 2010 CFR

2010-01-01

... 9 Animals and Animal Products 1 2010-01-01 2010-01-01 false Maintenance of certain facilities and premises in a sanitary condition required; cleaning and disinfection, when required; animals classed as âexposed.â 71.4 Section 71.4 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE...

9 CFR 71.4 - Maintenance of certain facilities and premises in a sanitary condition required; cleaning and...

Code of Federal Regulations, 2011 CFR

2011-01-01

... 9 Animals and Animal Products 1 2011-01-01 2011-01-01 false Maintenance of certain facilities and premises in a sanitary condition required; cleaning and disinfection, when required; animals classed as âexposed.â 71.4 Section 71.4 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE...

9 CFR 71.7 - Means of conveyance, facilities, premises, and cages and other equipment; methods of cleaning and...

Code of Federal Regulations, 2010 CFR

2010-01-01

... 9 Animals and Animal Products 1 2010-01-01 2010-01-01 false Means of conveyance, facilities, premises, and cages and other equipment; methods of cleaning and disinfecting. 71.7 Section 71.7 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE INTERSTATE...

9 CFR 71.7 - Means of conveyance, facilities, premises, and cages and other equipment; methods of cleaning and...

Code of Federal Regulations, 2013 CFR

2013-01-01

... 9 Animals and Animal Products 1 2013-01-01 2013-01-01 false Means of conveyance, facilities, premises, and cages and other equipment; methods of cleaning and disinfecting. 71.7 Section 71.7 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE INTERSTATE...

9 CFR 71.4 - Maintenance of certain facilities and premises in a sanitary condition required; cleaning and...

Code of Federal Regulations, 2012 CFR

2012-01-01

... 9 Animals and Animal Products 1 2012-01-01 2012-01-01 false Maintenance of certain facilities and premises in a sanitary condition required; cleaning and disinfection, when required; animals classed as âexposed.â 71.4 Section 71.4 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE...

9 CFR 71.7 - Means of conveyance, facilities, premises, and cages and other equipment; methods of cleaning and...

Code of Federal Regulations, 2012 CFR

2012-01-01

... 9 Animals and Animal Products 1 2012-01-01 2012-01-01 false Means of conveyance, facilities, premises, and cages and other equipment; methods of cleaning and disinfecting. 71.7 Section 71.7 Animals and Animal Products ANIMAL AND PLANT HEALTH INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE INTERSTATE...

7 CFR 8.4 - Basic premises.

Code of Federal Regulations, 2014 CFR

2014-01-01

... Extension Services, or the land-grant institutions, or their employees. (d) The 4-H Club Name and Emblem... the Secretary of Agriculture 4-H CLUB NAME AND EMBLEM § 8.4 Basic premises. (a) The 4-H Club Name and.... (b) The 4-H Club Name and Emblem may be used by authorized representatives of the United States...

7 CFR 8.4 - Basic premises.

Code of Federal Regulations, 2010 CFR

2010-01-01

... Extension Services, or the land-grant institutions, or their employees. (d) The 4-H Club Name and Emblem... the Secretary of Agriculture 4-H CLUB NAME AND EMBLEM § 8.4 Basic premises. (a) The 4-H Club Name and.... (b) The 4-H Club Name and Emblem may be used by authorized representatives of the United States...

7 CFR 8.4 - Basic premises.

Code of Federal Regulations, 2013 CFR

2013-01-01

... Extension Services, or the land-grant institutions, or their employees. (d) The 4-H Club Name and Emblem... the Secretary of Agriculture 4-H CLUB NAME AND EMBLEM § 8.4 Basic premises. (a) The 4-H Club Name and.... (b) The 4-H Club Name and Emblem may be used by authorized representatives of the United States...

7 CFR 8.4 - Basic premises.

Code of Federal Regulations, 2011 CFR

2011-01-01

... Extension Services, or the land-grant institutions, or their employees. (d) The 4-H Club Name and Emblem... the Secretary of Agriculture 4-H CLUB NAME AND EMBLEM § 8.4 Basic premises. (a) The 4-H Club Name and.... (b) The 4-H Club Name and Emblem may be used by authorized representatives of the United States...

7 CFR 8.4 - Basic premises.

Code of Federal Regulations, 2012 CFR

2012-01-01

... Extension Services, or the land-grant institutions, or their employees. (d) The 4-H Club Name and Emblem... the Secretary of Agriculture 4-H CLUB NAME AND EMBLEM § 8.4 Basic premises. (a) The 4-H Club Name and.... (b) The 4-H Club Name and Emblem may be used by authorized representatives of the United States...

Physician-centered management guidelines.

PubMed

Pulde, M F

1999-01-01

The "Fortune 500 Most Admired" companies fully understand the irreverent premise "the customer comes second" and that there is a direct correlation between a satisfied work force and productivity, service quality, and, ultimately, organizational success. If health care organizations hope to recruit and retain the quality workforce upon which their core competency depends, they must develop a vision strategic plan, organizational structure, and managerial style that acknowledges the vital and central role of physicians in the delivery of care. This article outlines a conceptual framework for effective physician management, a "critical pathway," that will enable health care organizations to add their name to the list of "most admired." The nine principles described in this article are based on a more respectful and solicitous treatment of physicians and their more central directing role in organizational change. They would permit the transformation of health care into a system that both preserves the virtues of the physician-patient relationship and meets the demand for quality and cost-effectiveness.

Developing collective customer knowledge and service climate: The interaction between service-oriented high-performance work systems and service leadership.

PubMed

Jiang, Kaifeng; Chuang, Chih-Hsun; Chiao, Yu-Ching

2015-07-01

This study theorized and examined the influence of the interaction between Service-Oriented high-performance work systems (HPWSs) and service leadership on collective customer knowledge and service climate. Using a sample of 569 employees and 142 managers in footwear retail stores, we found that Service-Oriented HPWSs and service leadership reduced the influences of one another on collective customer knowledge and service climate, such that the positive influence of service leadership on collective customer knowledge and service climate was stronger when Service-Oriented HPWSs were lower than when they were higher or the positive influence of Service-Oriented HPWSs on collective customer knowledge and service climate was stronger when service leadership was lower than when it was higher. We further proposed and found that collective customer knowledge and service climate were positively related to objective financial outcomes through service performance. Implications for the literature and managerial practices are discussed. (c) 2015 APA, all rights reserved).

Applying Fourth Generation Management to Access Services: Reinventing Customer Service and Process Management

ERIC Educational Resources Information Center

Hasty, Douglas F.

2004-01-01

Are librarians doing all they can to ensure that customer services are delivered with the customer in mind? Librarians are great at helping, but we sometimes need help with identifying customers, defining their needs, developing services, and reviewing the processes behind the services. Fourth Generation Management provides new insight for…

How to get the customer service your practice deserves.

PubMed

Cavallo, Nancy

2009-01-01

What is good customer service, and how can office managers and others who deal with medical supply distributors get the customer service they deserve? This article covers the basics of good customer service, including examples of companies known for putting the customer first-Nordstrom, Disney, Johnson &Johnson, and VaxServe. Helpful tips on what to look for in a distributor include personalized service, cost considerations, dedication, knowledge, experience, helpfulness, openness, reliability, and compatibility.

78 FR 14359 - Verizon Business Networks Services, Inc., Specialist-Tech Customer Service, Philadelphia, PA...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-03-05

... Business Networks Services, Inc., Specialist-Tech Customer Service, Philadelphia, PA; Verizon Business Networks Services, Inc., Specialist-Tech Customer Service, Tampa, Florida; Amended Certification Regarding... Business Networks Services, Inc., Order Management Division, Philadelphia, Pennsylvania and Verizon...

Improving Customer Satisfaction: A People CMM Perspective

DTIC Science & Technology

2010-10-11

customers internal service quality Employee satisfaction in turn fuels employee loyalty , which raises employee productivity. Higher productivity means...greater external service value for customers – which enhances customer satisfaction and loyalty . Internal Service Quality Employee Loyalty ...Employee Productivity Customer Satisfaction and Loyalty “A mere 5% jump in customer loyalty can boost profits 25%”…or more.

Service quality and perceived customer value in community pharmacies.

PubMed

Guhl, Dennis; Blankart, Katharina E; Stargardt, Tom

2018-01-01

A patient's perception of the service provided by a health care provider is essential for the successful delivery of health care. This study examines the value created by community pharmacies-defined as perceived customer value-in the prescription drug market through varying elements of service quality. We develop a path model that describes the relationship between service elements and perceived customer value. We then analyze the effect of perceived customer value on customer satisfaction and loyalty. We use data obtained from 289 standardized interviews on respondents' prescription fill in the last six months in Germany. The service elements personal interaction (path coefficient: 0.31), physical aspect (0.12), store policy (0.24), and availability (0.1) have a positive significant effect on perceived customer value. Consultation and reliability have no significant influence. We further find a strong positive interdependency between perceived customer value, customer satisfaction (0.75), and customer loyalty (0.71). Thus, pharmacies may enhance customer satisfaction and loyalty if they consider the customer perspective and focus on the relevant service elements. To enhance benefit, personal interaction appears to be most important to address appropriately.

18 CFR 367.9100 - Account 910, Miscellaneous customer service and informational expenses.

Code of Federal Regulations, 2010 CFR

2010-04-01

..., Miscellaneous customer service and informational expenses. 367.9100 Section 367.9100 Conservation of Power and... Account 910, Miscellaneous customer service and informational expenses. (a) This account must include the cost of labor, materials used and expenses incurred in connection with customer service and...

The art of customer service.

PubMed

Williams, Jeni

2007-10-01

Strategies for improving the consumer service skills of finance staff include: Hire employees who have a customer service background. Work with your human resources department to provide customer service training. Monitor new hires extensively. Offer front-end employees scripted language for situations they may face on the job. Measure the quality of customer service provided. Provide incentives for performance.

Customer concerns regarding satellite servicing

NASA Technical Reports Server (NTRS)

Rysavy, Gordon

1987-01-01

The organization of orbital servicing of satellites is discussed. Provision of servicing equipment; design interfaces between the satellite and the servicing equipment; and the economic viability of the concept are discussed. The proposed solution for satisfying customer concerns is for the servicing organizations to baseline an adequate inventory of servicing equipment with standard interfaces and established servicing costs. With this knowledge, the customer can conduct tradeoff studies and make programmatic decisions regarding servicing options. A dialog procedure between customers and servicing specialists is outlined.

47 CFR 36.378 - Category 2-Customer services (revenue accounting).

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 2 2010-10-01 2010-10-01 false Category 2-Customer services (revenue... Operating Expenses and Taxes Customer Operations Expenses § 36.378 Category 2—Customer services (revenue... expenses in Account 6620 directly assignable or allocable to the billing of customers and the accounting...

34 CFR 300.139 - Location of services and transportation.

Code of Federal Regulations, 2012 CFR

2012-07-01

... EDUCATION OF CHILDREN WITH DISABILITIES State Eligibility Children with Disabilities Enrolled by Their Parents in Private Schools § 300.139 Location of services and transportation. (a) Services on private school premises. Services to parentally-placed private school children with disabilities may be provided...

34 CFR 300.139 - Location of services and transportation.

Code of Federal Regulations, 2014 CFR

2014-07-01

... EDUCATION OF CHILDREN WITH DISABILITIES State Eligibility Children with Disabilities Enrolled by Their Parents in Private Schools § 300.139 Location of services and transportation. (a) Services on private school premises. Services to parentally-placed private school children with disabilities may be provided...

Nature and determinants of customer expectations of service recovery in health care.

PubMed

Dasu, S; Rao, J

1999-01-01

Service recovery refers to the service provider's response to a dissatisfied customer. This article proposes a model of customer expectations of service recovery in health care services. The model discusses two types of service recovery expectations: will and should. An exploratory study indicates that industry reputation and personal experiences drive customers' "will-expectations" of service recovery while "should-expectations" can be explained via norm, fairness, social contract and hospitality theories.

76 FR 34233 - Privacy Act of 1974; U.S. Citizenship and Immigration Services, Immigration and Customs...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-06-13

... 1974; U.S. Citizenship and Immigration Services, Immigration and Customs Enforcement, Customs and... Homeland Security U.S. Citizenship and Immigration Services, Immigration and Customs Enforcement, and the... the Department of Homeland Security United States Citizenship and Immigration Services--001 Alien File...

Apparel Merchandising Students Learn Customer Service Strategies while Conducting Research.

ERIC Educational Resources Information Center

Paulins, V, Ann

2000-01-01

Apparel merchandising students participated in a cooperative research project in which they observed customer service techniques by posing as customers in retail stores. The project taught research processes, collaboration, and principles of customer service. (SK)

Service workers' chain reactions to daily customer mistreatment: Behavioral linkages, mechanisms, and boundary conditions.

PubMed

Chi, Nai-Wen; Yang, Jixia; Lin, Chia-Ying

2018-01-01

Drawing on the stressor-emotion model, we examine how customer mistreatment can evoke service workers' passive forms of deviant behaviors (i.e., work withdrawal behavior [WWB]) and negative impacts on their home life (i.e., work-family conflict [WFC]), and whether individuals' core self-evaluations and customer service training can buffer the negative effects of customer mistreatment. Using the experience sampling method, we collect daily data from 77 customer service employees for 10 consecutive working days, yielding 546 valid daily responses. The results show that daily customer mistreatment increases service workers' daily WWB and WFC through negative emotions. Furthermore, employees with high core self-evaluations and employees who received customer service training are less likely to experience negative emotions when faced with customer mistreatment, and thus are less likely to engage in WWB or provoke WFC. (PsycINFO Database Record (c) 2018 APA, all rights reserved).

A customer oriented systematic framework to extract business strategy in Indian electricity services

NASA Astrophysics Data System (ADS)

Satapathy, Suchismita; Mishra, Pravudatta

2013-11-01

Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities focus their attention on those customers most likely to exercise choice, while reducing effort and investment to serve customers less likely to choose alternatives. Service quality is defined as the way in which the utility interacts with and responds to the needs of its customers. To achieve maximum consumer satisfaction in electricity service, This paper has designed a framework by QFD by measuring service quality of electricity utility sector in ANN and also find interrelationship between these design requirements by ISM.

Abuse of Customer Premise Equipment and Recommended Actions

DTIC Science & Technology

2014-08-07

as reflectors. Descriptions of hacks and control of CPE are more difficult to provide, as such operations are more clandestine. DNS changer provides...connected to broadband Internet, as of July 2013. 7 In the United States, about 84% of those connections have a local home network, such as WiFi . 8...with 324 million WiFi -enabled consumer electronics devices shipped during 2013 in the United States alone. 10 Thus if there were a systematic

Supplemental Analysis Survey of C&P Telephone Inside Wiring.

DTIC Science & Technology

1986-10-01

telephone company facilities in 1984. In 1985, among other actions favorable to deregulation and detariffing of inside wiring, the FCC proposed to detariff ...installation of inside wiring, detariff the maintenance of all inside wiring, treat all inside wiring as customer premise equipment and pass ownership...85-148, 50 Fed. let. 13991 (April 9, 1985), pToposing to detariff the installation of simple inside wiring and also to detariff the maintenance of all

19 CFR 103.11 - Specific Customs Service records subject to disclosure.

Code of Federal Regulations, 2012 CFR

2012-04-01

... Department of the Treasury or of the United States Customs Service in matters administered by the United... contained therein is exempt from disclosure under § 103.12; (ii) Advisory committees on Customs matters... 19 Customs Duties 1 2012-04-01 2012-04-01 false Specific Customs Service records subject to...

19 CFR 103.11 - Specific Customs Service records subject to disclosure.

Code of Federal Regulations, 2014 CFR

2014-04-01

... Department of the Treasury or of the United States Customs Service in matters administered by the United... contained therein is exempt from disclosure under § 103.12; (ii) Advisory committees on Customs matters... 19 Customs Duties 1 2014-04-01 2014-04-01 false Specific Customs Service records subject to...

19 CFR 103.11 - Specific Customs Service records subject to disclosure.

Code of Federal Regulations, 2011 CFR

2011-04-01

... Department of the Treasury or of the United States Customs Service in matters administered by the United... contained therein is exempt from disclosure under § 103.12; (ii) Advisory committees on Customs matters... 19 Customs Duties 1 2011-04-01 2011-04-01 false Specific Customs Service records subject to...

19 CFR 103.11 - Specific Customs Service records subject to disclosure.

Code of Federal Regulations, 2013 CFR

2013-04-01

... Department of the Treasury or of the United States Customs Service in matters administered by the United... contained therein is exempt from disclosure under § 103.12; (ii) Advisory committees on Customs matters... 19 Customs Duties 1 2013-04-01 2013-04-01 false Specific Customs Service records subject to...

7 CFR 1212.32 - United States Customs Service.

Code of Federal Regulations, 2013 CFR

2013-01-01

... 7 Agriculture 10 2013-01-01 2013-01-01 false United States Customs Service. 1212.32 Section 1212... § 1212.32 United States Customs Service. “United States Customs Service” or “Customs” means the United States Customs and Border Protection, an agency of the Department of Homeland Security. Honey Packers and...

7 CFR 1212.32 - United States Customs Service.

Code of Federal Regulations, 2014 CFR

2014-01-01

... 7 Agriculture 10 2014-01-01 2014-01-01 false United States Customs Service. 1212.32 Section 1212... § 1212.32 United States Customs Service. “United States Customs Service” or “Customs” means the United States Customs and Border Protection, an agency of the Department of Homeland Security. Honey Packers and...

7 CFR 1212.32 - United States Customs Service.

Code of Federal Regulations, 2012 CFR

2012-01-01

... 7 Agriculture 10 2012-01-01 2012-01-01 false United States Customs Service. 1212.32 Section 1212... § 1212.32 United States Customs Service. “United States Customs Service” or “Customs” means the United States Customs and Border Protection, an agency of the Department of Homeland Security. Honey Packers and...

Customer service: the key to market differentiation.

PubMed

Stahl, D A

1997-06-01

Fierce competition in the subacute care environment makes customer service orientation essential. Four steps help to achieve quality customer service are: (1) institute core values; (2) identify your customers; (3) understand human resources; and (4) establish an efficient system.

47 CFR 76.309 - Customer service obligations.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 4 2012-10-01 2012-10-01 false Customer service obligations. 76.309 Section 76.309 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE General Operating Requirements § 76.309 Customer service...

47 CFR 76.309 - Customer service obligations.

Code of Federal Regulations, 2011 CFR

2011-10-01

... 47 Telecommunication 4 2011-10-01 2011-10-01 false Customer service obligations. 76.309 Section 76.309 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE General Operating Requirements § 76.309 Customer service...

47 CFR 76.309 - Customer service obligations.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 4 2013-10-01 2013-10-01 false Customer service obligations. 76.309 Section 76.309 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE General Operating Requirements § 76.309 Customer service...

5 CFR 3101.110 - Additional rules for United States Customs Service employees.

Code of Federal Regulations, 2010 CFR

2010-01-01

... Customs Service employees. 3101.110 Section 3101.110 Administrative Personnel DEPARTMENT OF THE TREASURY... rules for United States Customs Service employees. The following rules apply to the employees of the United States Customs Service and are in addition to §§ 3101.101 through 3101.104: (a) Prohibition on...

5 CFR 3101.110 - Additional rules for United States Customs Service employees.

Code of Federal Regulations, 2013 CFR

2013-01-01

... Customs Service employees. 3101.110 Section 3101.110 Administrative Personnel DEPARTMENT OF THE TREASURY... rules for United States Customs Service employees. The following rules apply to the employees of the United States Customs Service and are in addition to §§ 3101.101 through 3101.104: (a) Prohibition on...

5 CFR 3101.110 - Additional rules for United States Customs Service employees.

Code of Federal Regulations, 2012 CFR

2012-01-01

... Customs Service employees. 3101.110 Section 3101.110 Administrative Personnel DEPARTMENT OF THE TREASURY... rules for United States Customs Service employees. The following rules apply to the employees of the United States Customs Service and are in addition to §§ 3101.101 through 3101.104: (a) Prohibition on...

5 CFR 3101.110 - Additional rules for United States Customs Service employees.

Code of Federal Regulations, 2011 CFR

2011-01-01

... Customs Service employees. 3101.110 Section 3101.110 Administrative Personnel DEPARTMENT OF THE TREASURY... rules for United States Customs Service employees. The following rules apply to the employees of the United States Customs Service and are in addition to §§ 3101.101 through 3101.104: (a) Prohibition on...

5 CFR 3101.110 - Additional rules for United States Customs Service employees.

Code of Federal Regulations, 2014 CFR

2014-01-01

... Customs Service employees. 3101.110 Section 3101.110 Administrative Personnel DEPARTMENT OF THE TREASURY... rules for United States Customs Service employees. The following rules apply to the employees of the United States Customs Service and are in addition to §§ 3101.101 through 3101.104: (a) Prohibition on...

7 CFR 1755.500 - RUS standard for service installations at customers access locations.

Code of Federal Regulations, 2010 CFR

2010-01-01

... 7 Agriculture 11 2010-01-01 2010-01-01 false RUS standard for service installations at customers... customers access locations. (a) Sections 1755.501 through 1755.510 cover service installations at permanent or mobile home customer access locations. Sections 1755.501 through 1755.510 do not cover service...

47 CFR 76.1603 - Customer service-rate and service changes.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 4 2012-10-01 2012-10-01 false Customer service-rate and service changes. 76.1603 Section 76.1603 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and...

47 CFR 76.1603 - Customer service-rate and service changes.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 4 2014-10-01 2014-10-01 false Customer service-rate and service changes. 76.1603 Section 76.1603 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and...

47 CFR 76.1603 - Customer service-rate and service changes.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 4 2013-10-01 2013-10-01 false Customer service-rate and service changes. 76.1603 Section 76.1603 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and...

47 CFR 76.1603 - Customer service-rate and service changes.

Code of Federal Regulations, 2011 CFR

2011-10-01

... 47 Telecommunication 4 2011-10-01 2011-10-01 false Customer service-rate and service changes. 76.1603 Section 76.1603 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and...

47 CFR 76.1603 - Customer service-rate and service changes.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service-rate and service changes. 76.1603 Section 76.1603 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and...

Space Mission Operations Ground Systems Integration Customer Service

NASA Technical Reports Server (NTRS)

Roth, Karl

2014-01-01

The facility, which is now the Huntsville Operations Support Center (HOSC) at Marshall Space Flight Center in Huntsville, AL, has provided continuous space mission and related services for the space industry since 1961, from Mercury Redstone through the International Space Station (ISS). Throughout the long history of the facility and mission support teams, the HOSC has developed a stellar customer support and service process. In this era, of cost cutting, and providing more capability and results with fewer resources, space missions are looking for the most efficient way to accomplish their objectives. One of the first services provided by the facility was fax transmission of documents to, then, Cape Canaveral in Florida. The headline in the Marshall Star, the newspaper for the newly formed Marshall Space Flight Center, read "Exact copies of Documents sent to Cape in 4 minutes." The customer was Dr. Wernher von Braun. Currently at the HOSC we are supporting, or have recently supported, missions ranging from simple ISS payloads requiring little more than "bentpipe" telemetry access, to a low cost free-flyer Fast, Affordable, Science and Technology Satellite (FASTSAT), to a full service ISS payload Alpha Magnetic Spectrometer 2 (AMS2) supporting 24/7 operations at three operations centers around the world with an investment of over 2 billion dollars. The HOSC has more need and desire than ever to provide fast and efficient customer service to support these missions. Here we will outline how our customer-centric service approach reduces the cost of providing services, makes it faster and easier than ever for new customers to get started with HOSC services, and show what the future holds for our space mission operations customers. We will discuss our philosophy concerning our responsibility and accessibility to a mission customer as well as how we deal with the following issues: initial contact with a customer, reducing customer cost, changing regulations and security, and cultural differences, to ensure an efficient response to customer issues using a small Customer Service Team (CST) and adaptability, constant communication with customers, technical expertise and knowledge of services, and dedication to customer service. The HOSC Customer Support Team has implemented a variety of processes, and procedures that help to mitigate the potential problems that arise when integrating ground system services for a variety of complex missions and the lessons learned from this experience will lead the future of customer service in the space operations industry.

Best practices in transit service planning : final report, March 2009.

DOT National Transportation Integrated Search

2009-03-01

The provision of cost efficient and effective bus transit service is the basic premise upon which transit service is developed and the goal that all public transportations agencies strive to achieve. To attain this goal, public transit agencies must ...

Variables contributing to an excellent customer service management profile within the regulated electric utility industry: A comparison of self-concept with customer satisfaction for customer service management

DOE Office of Scientific and Technical Information (OSTI.GOV)

Johnson, L.E.

1991-01-01

This research sought to address the relationship between self-concept and customer satisfaction: can customer satisfaction with a major electric utility be explained in terms of the self-reported, self-concept of the utility's managers The population to which the results of this study were generalized consisted of customer service managers in public electric utilities across the United States. In order to represent this population, a sample was selected consisting of customer service managers at a midwestern electric utility based in a large metropolitan area. Participants in this study were managers of four direct customer contact service organizations within six geographic division organizations.more » The methodology included comparisons of these four customer contact service organizations on twelve independent, self-concept variables and six customer satisfaction dependent variables using Analysis of Variance (ANOVA), Scheffe' tests, Chi-Square, and Stepwise multiple regression. The groups were found not to be significantly different and knowledge of the self-concept scores for managers will not increase the ability to predict customer satisfaction over no knowledge of self-concept scores.« less

Impact of a smoking ban in public places: a rapid assessment in the Seychelles.

PubMed

Viswanathan, Bharathi; Plumettaz, Chloé; Gedeon, Jude; Bovet, Pascal

2011-11-01

We assessed the impact of a smoking ban in hospitality venues in the Seychelles 9 months after legislation was implemented. Survey officers observed compliance with the smoking ban in 38 most popular hospitality venues and administered a structured questionnaire to two customers, two workers and one manager in each venue. Virtually no customers or workers were seen smoking in the indoor premises. Patrons, workers and managers largely supported the ban. The personnel of the hospitality venues reported that most smokers had no difficulty refraining from smoking. However, a third of workers did not systematically request customers to stop smoking and half of them did not report adequate training. Workers reported improved health. No substantial change in the number of customers was noted. A ban on public smoking was generally well implemented in hospitality venues but some less than optimal findings suggest the need for adequate training of workers and strengthened enforcement measures. The simple and inexpensive methodology used in this rapid survey may be a useful approach to evaluate the implementation and impact of clean air policy in low and middle-income countries.

75 FR 5036 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2010-02-01

... identify areas where service levels differ from customer expectations. Affected Public: Individuals or...). Title: Customer Input--Patent and Trademark Customer Surveys. Form Number(s): None. Agency Approval... their opinions, suggestions, and comments about the USPTO's services, products, and customer service...

47 CFR 76.972 - Customer service standards.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service standards. 76.972 Section 76.972 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Cable Rate Regulation § 76.972 Customer service standards. (a...

Predictive Systems for Customer Interactions

NASA Astrophysics Data System (ADS)

Vijayaraghavan, Ravi; Albert, Sam; Singh, Vinod Kumar; Kannan, Pallipuram V.

With the coming of age of web as a mainstream customer service channel, B2C companies have invested substantial resources in enhancing their web presence. Today customers can interact with a company, not only through the traditional phone channel but also through chat, email, SMS or web self-service. Each of these channels is best suited for some services and ill-matched for others. Customer service organizations today struggle with the challenge of delivering seamlessly integrated services through these different channels. This paper will evaluate some of the key challenges in multi-channel customer service. It will address the challenge of creating the right channel mix i.e. providing the right choice of channels for a given customer/behavior/issue profile. It will also provide strategies for optimizing the performance of a given channel in creating the right customer experience.

Building brand equity and customer loyalty

DOE Office of Scientific and Technical Information (OSTI.GOV)

Pokorny, G.

Customer satisfaction and customer loyalty are two different concepts, not merely two different phrases measuring a single consumer attitude. Utilities having identical customer satisfaction ratings based on performance in areas like power reliability, pricing, and quality of service differ dramatically in their levels of customer loyalty. As competitive markets establish themselves, discrepancies in customer loyalty will have profound impacts on each utility`s prospects for market retention, profitability, and ultimately, shareholder value. Meeting pre-existing consumer needs, wants and preferences is the foundation of any utility strategy for building customer loyalty and market retention. Utilities meet their underlying customer expectations by performingmore » well in three discrete areas: product, customer service programs, and customer service transactions. Brand equity is an intervening variable standing between performance and the loyalty a utility desires. It is the totality of customer perceptions about the unique extra value the utility provides above and beyond its basic product, customer service programs and customer service transactions; it is the tangible, palpable reality of a branded utility that exists in the minds of consumers. By learning to manage their brand equity as well as they manage their brand performance, utilities gain control over all the major elements in the value-creation process that creates customer loyalty. By integrating brand performance and brand equity, electric utility companies can truly become in their customers` eyes a brand - a unique, very special, value-added energy services provider that can ask for and deserve a premium price in the marketplace.« less

Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm

ERIC Educational Resources Information Center

Islam, Kaliym A.

2017-01-01

The problem addressed in this study was that customer education programs are intended to strengthen customer loyalty; however, research on the effects of customer education on customer loyalty remains insufficient. This phenomenological study investigated how the lived experiences of customers' participating in financial services' customer…

42 CFR 485.58 - Condition of participation: Comprehensive rehabilitation program.

Code of Federal Regulations, 2011 CFR

2011-10-01

... the services on its premises. (2) Exceptions. Physical therapy, occupational therapy, and speech... rehabilitation program that includes, at a minimum, physicians' services, physical therapy services, and social... patient and the physical therapist, occupational therapist, or speech-language pathologist, as appropriate...

Buffering the negative effects of employee surface acting: the moderating role of employee-customer relationship strength and personalized services.

PubMed

Wang, Karyn L; Groth, Markus

2014-03-01

The impact of emotional labor on customer outcomes is gaining considerable attention in the literature, with research suggesting that the authenticity of emotional displays may positively impact customer outcomes. However, research investigating the impact of more inauthentic emotions on service delivery outcomes is mixed (see Chi, Grandey, Diamond, & Krimmel, 2011). This study explores 2 potential reasons for why the service outcomes of inauthentic emotions are largely inconsistent: the impact of distinct surface acting strategies and the role of service delivery context. Drawing on social-functional theories of emotions, we surveyed 243 dyads of employees and customers from a wide variety of services to examine the links between employee surface acting and customer service satisfaction, and whether this relationship is moderated by relationship strength and service personalization. Our findings suggest that faking positive emotions has no bearing on service satisfaction, but suppressing negative emotions interacts with contextual factors to predict customers' service satisfaction, in line with social-functional theories of emotions. Specifically, customers who know the employee well are less sensitive to the negative effects of suppressed negative emotions, and customers in highly personalized service encounters are more sensitive to the negative effects of suppressed negative emotions. We conclude with a discussion of theoretical and practical implications.

An Investigation into Customer Service Policies and Practices within the Scottish College Library Sector: A Comparison between the Customer Service Exemplars from the Retail Sector with Current Scottish College Library Practice

ERIC Educational Resources Information Center

Paterson, Neil

2011-01-01

The aim of this research project was to investigate the customer care methods within the Scottish college library sector. The researcher sought to compare examples of the customer care and service policies and practices from the sector with exemplars of good customer service from the retail sector. A qualitative, grounded theory approach was…

39 CFR 501.18 - Customer information and authorization.

Code of Federal Regulations, 2013 CFR

2013-07-01

... Postal Service operates. (5) The customer is in possession of a Decertified Postage Evidencing System. (d... AND DISTRIBUTE POSTAGE EVIDENCING SYSTEMS § 501.18 Customer information and authorization. (a... Service to authorize a customer to use a Postage Evidencing System. Postal Service receipt and acceptance...

39 CFR 501.18 - Customer information and authorization.

Code of Federal Regulations, 2012 CFR

2012-07-01

... Postal Service operates. (5) The customer is in possession of a Decertified Postage Evidencing System. (d... AND DISTRIBUTE POSTAGE EVIDENCING SYSTEMS § 501.18 Customer information and authorization. (a... Service to authorize a customer to use a Postage Evidencing System. Postal Service receipt and acceptance...

39 CFR 501.18 - Customer information and authorization.

Code of Federal Regulations, 2014 CFR

2014-07-01

... Postal Service operates. (5) The customer is in possession of a Decertified Postage Evidencing System. (d... AND DISTRIBUTE POSTAGE EVIDENCING SYSTEMS § 501.18 Customer information and authorization. (a... Service to authorize a customer to use a Postage Evidencing System. Postal Service receipt and acceptance...

75 FR 45600 - Information Collection; Customer Data Worksheet Request for Service Center Information Management...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-03

... DEPARTMENT OF AGRICULTURE Farm Service Agency Information Collection; Customer Data Worksheet Request for Service Center Information Management System (SCIMS) Record Changes AGENCY: Farm Service... Customer Data Worksheet Request for Service Center Information Management System (SCIMS) that contains the...

Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.

PubMed

Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; Peiró, José M; Moliner, Carolina

2010-04-01

This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. (SD=9.7) for men and 34.5 yr. (SD=11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis indicated that the women and men differed in the association of functional and relational dimensions of service quality with their satisfaction and loyalty. Functional service quality was higher for the men than the women, while relational service quality showed greater predictive power for women than for men, although these accounted for only 4% of the customers' satisfaction variance and 6% of the loyalty variance.

Customer and service profitability

DOE Office of Scientific and Technical Information (OSTI.GOV)

Ballaban, M.; Kelly, K.; Wisniewski, L.

1996-03-01

The rapid pace of competitive change in the generation sector has pushed electric utilities to rethink the concept of being obligated to serve all customers and with this change, the notion of measuring customer profitability is also being redefined. Traditionally, uniform services were provided to all customers. Rates were based on each customer classes` contribution to average costs, and consequently return was equally allocated across all customer segments. Profitability was defined strictly on an aggregate basis. The increasing demand for choice by electric customers will require electricity providers to redefine if not who they serve, than certainly how they providemore » differentiated services tailored to specific customer segments. Utilities are beginning to analyze the value, or profitability, of offering these services. Aggregate data no longer provides an accurate assessment of how resources should be allocated most efficiently. As services are unbundled, so too must costs be disaggregated to effectively measure the profitability of various options.« less

The Customer Comes First: Implementing a Customer Service Program at the University of Minnesota, Twin Cities Libraries

ERIC Educational Resources Information Center

Bayer, Jerrie; Llewellyn, Steven

2011-01-01

Library customers have more remote information choices than ever before, so we must ensure that when they do come to the library, they experience a welcoming environment, a high standard of service, and receive equitable levels of service across campus. Developing a customer service program was a logical next step to reinforce the ongoing…

Queueing system analysis of multi server model at XYZ insurance company in Tasikmalaya city

NASA Astrophysics Data System (ADS)

Muhajir, Ahmad; Binatari, Nikenasih

2017-08-01

Queueing theory or waiting line theory is a theory that deals with the queue process from the customer comes, queue to be served, served and left on service facilities. Queue occurs because of a mismatch between the numbers of customers that will be served with the available number of services, as an example at XYZ insurance company in Tasikmalaya. This research aims to determine the characteristics of the queue system which then to optimize the number of server in term of total cost. The result shows that the queue model can be represented by (M/M/4):(GD/∞/∞), where the arrivals are Poisson distributed while the service time is following exponential distribution. The probability of idle customer service is 2,39% of the working time, the average number of customer in the queue is 3 customers, the average number of customer in a system is 6 customers, the average time of a customer spent in the queue is 15,9979 minutes, the average time a customer spends in the system is 34,4141 minutes, and the average number of busy customer servicer is 3 server. The optimized number of customer service is 5 servers, and the operational cost has minimum cost at Rp 4.323.

47 CFR 76.1604 - Charges for customer service changes.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 4 2013-10-01 2013-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

47 CFR 76.1604 - Charges for customer service changes.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 4 2014-10-01 2014-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

47 CFR 76.1604 - Charges for customer service changes.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

47 CFR 76.1604 - Charges for customer service changes.

Code of Federal Regulations, 2011 CFR

2011-10-01

... 47 Telecommunication 4 2011-10-01 2011-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

47 CFR 76.1604 - Charges for customer service changes.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 4 2012-10-01 2012-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

Ontology for customer centric digital services and analytics

NASA Astrophysics Data System (ADS)

Keat, Ng Wai; Shahrir, Mohammad Shazri

2017-11-01

In computer science research, ontologies are commonly utilised to create a unified abstract across many rich and different fields. In this paper, we apply the concept to the customer centric domain of digital services analytics and present an analytics solution ontology. The essence is based from traditional Entity Relationship Diagram (ERD), which then was abstracted out to cover wider areas on customer centric digital services. The ontology we developed covers both static aspects (customer identifiers) and dynamic aspects (customer's temporal interactions). The structure of the customer scape is modeled with classes that represent different types of customer touch points, ranging from digital and digital-stamps which represent physical analogies. The dynamic aspects of customer centric digital service are modeled with a set of classes, with the importance is represented in different associations involving establishment and termination of the target interaction. The realized ontology can be used in development of frameworks for customer centric applications, and for specification of common data format used by cooperating digital service applications.

Benchmarking Customer Service Practices of Air Cargo Carriers: A Case Study Approach

DTIC Science & Technology

1994-09-01

customer toll free hotlines, comment and complaint analysis, and consumer advisory panels (Zemke and Schaaf, 1989:31-34). The correct use of any or all of... customer service criteria. The research also provides a host of customer service criteria that the researchers find important to most consumers . Bhote...AD-A285 014 DTIC ELECI’E SEP 2 9 1994 kOF4 * BENCHMARKING CUSTOMER SERVICE -, PRACTICES OF AIR CARGO CARRIERS: A CASE STUDY APPROACH THESIS Patrick D

Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate.

PubMed

Salanova, Marisa; Agut, Sonia; Peiró, José María

2005-11-01

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research. ((c) 2005 APA, all rights reserved).

CSI Index Of Customer's Satisfaction Applied In The Area Of Public Transport

NASA Astrophysics Data System (ADS)

Poliaková, Adela

2015-06-01

In Western countries, the new visions are applied in quality control for an integrated public transport system. Public transport puts the customer at the centre of our decision making in achieving customer satisfaction with provided service. Sustainable surveys are kept among customers. A lot of companies are collecting huge databases containing over 30,000 voices of customers, which demonstrates the current satisfaction levels across the public transport service. Customer satisfaction with a provided service is a difficult task. In this service, the quality criteria are not clearly defined, and it is therefore difficult to define customer satisfaction. The paper introduces a possibility of CSI index application in conditions of the Slovak Republic transport area.

A qualitative and quantitative examination of the antecedents of customer incivility.

PubMed

Sliter, Michael; Jones, Morgan

2016-04-01

Customer incivility is known to have a negative impact on employees working in service jobs. Despite an understanding of the negative outcomes of customer incivility (e.g., burnout, disengagement, absenteeism), little research has investigated antecedents of this low-intensity deviant behavior. This is a clear oversight, given that understanding antecedents of customer incivility is essential for determining methods for reducing this stressor. As such, we conducted 2 studies examining these antecedents. For Study 1, we used a qualitative approach, assessing customer incivility from the perspective of the customer. Three overall themes (with 13 subthemes) emerged that could potentially lead to customer incivility: characteristics of the customer, characteristics of the organization/environment, and characteristics of the service employee. In Study 2, we conducted a quantitative study to investigate-from the perspective of the service employee-customer incivility antecedents that could be potentially controlled by the organization, either through changing the work environment or the employee (through training and selection). The results of a 2 time-point survey study showed that the service environment, service rep incivility, service orientation, agreeableness, and neuroticism served as antecedents to customer incivility. Practical implications are discussed, identifying options for organizational leaders interested in reducing customer incivility, and advice is provided for researchers seeking to further examine the antecedents of customer incivility. (c) 2016 APA, all rights reserved).

ONU power saving modes in next generation optical access networks: progress, efficiency and challenges.

PubMed

Dixit, Abhishek; Lannoo, Bart; Colle, Didier; Pickavet, Mario; Demeester, Piet

2012-12-10

The optical network unit (ONU), installed at a customer's premises, accounts for about 60% of power in current fiber-to-the-home (FTTH) networks. We propose a power consumption model for the ONU and evaluate the ONU power consumption in various next generation optical access (NGOA) architectures. Further, we study the impact of the power savings of the ONU in various low power modes such as power shedding, doze and sleep.

Reinventing information services to increase customer satisfaction

DOE Office of Scientific and Technical Information (OSTI.GOV)

Madison, J.E.

1993-12-01

In this paper, the author presents her view of the role of an information service and proposes means of improving information customer service and satisfaction. The emphasis of the paper is on placing the primary value on the information customer rather than on the information itself. After receiving a request for information, the information service should strive for speed and accuracy of service to provide full-text sources in a language and format convenient to the customer. The author stresses that information professionals need to re-evaluate their roles to correctly assess and rectify customers` information deficiencies.

75 FR 57517 - Atlantic Southeast Airlines, a Subsidiary of Skywest, Inc., Airport Customer Service Division...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-21

... Airlines, a Subsidiary of Skywest, Inc., Airport Customer Service Division, Including On-Site Leased... Airlines, a Subsidiary of Skywest, Inc., Airport Customer Service Division v. United States Secretary of... former workers of Atlantic Southeast Airlines, a Subsidiary of Skywest, Inc., Airport Customer Division...

47 CFR 36.382 - Category 3-All other customer services expense.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 2 2010-10-01 2010-10-01 false Category 3-All other customer services expense. 36.382 Section 36.382 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) COMMON CARRIER... Expenses and Taxes Customer Operations Expenses § 36.382 Category 3—All other customer services expense. (a...

78 FR 51808 - Agency Information Collection Activities: Requests for Comments; Clearance of Renewed Approval of...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-08-21

... Administrator for Commercial Space Transportation (AST) Customer Service Survey AGENCY: Federal Aviation... on customer service standards which have been developed and distributed to industry customers. DATES... determine the quality of services provided by AST to its industry and government customers, and to address...

Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership.

PubMed

Dong, Yuntao; Liao, Hui; Chuang, Aichia; Zhou, Jing; Campbell, Elizabeth M

2015-09-01

Integrating insights from the literature on customers' central role in service and the literature on employee creativity, we offer theoretical and empirical account of how and when customer empowering behaviors can motivate employee creativity during service encounters and, subsequently, influence customer satisfaction with service experience. Using multilevel, multisource, experience sampling data from 380 hairstylists matched with 3550 customers in 118 hair salons, we found that customer empowering behaviors were positively related to employee creativity and subsequent customer satisfaction via employee state promotion focus. Results also showed that empowering behaviors from different agents function synergistically in shaping employee creativity: supervisory empowering leadership strengthened the indirect effect of customer empowering behaviors on employee creativity via state promotion focus. (c) 2015 APA, all rights reserved).

The role of complaint management in the service recovery process.

PubMed

Bendall-Lyon, D; Powers, T L

2001-05-01

Patient satisfaction and retention can be influenced by the development of an effective service recovery program that can identify complaints and remedy failure points in the service system. Patient complaints provide organizations with an opportunity to resolve unsatisfactory situations and to track complaint data for quality improvement purposes. Service recovery is an important and effective customer retention tool. One way an organization can ensure repeat business is by developing a strong customer service program that includes service recovery as an essential component. The concept of service recovery involves the service provider taking responsive action to "recover" lost or dissatisfied customers and convert them into satisfied customers. Service recovery has proven to be cost-effective in other service industries. The complaint management process involves six steps that organizations can use to influence effective service recovery: (1) encourage complaints as a quality improvement tool; (2) establish a team of representatives to handle complaints; (3) resolve customer problems quickly and effectively; (4) develop a complaint database; (5) commit to identifying failure points in the service system; and (6) track trends and use information to improve service processes. Customer retention is enhanced when an organization can reclaim disgruntled patients through the development of effective service recovery programs. Health care organizations can become more customer oriented by taking advantage of the information provided by patient complaints, increasing patient satisfaction and retention in the process.

A Quality Improvement Customer Service Process and CSS [Customer Service System]. Burlington County College Employee Development Series, Volumes I & II.

ERIC Educational Resources Information Center

Burlington County Coll., Pemberton, NJ.

Prepared for use by staff in development workshops at Burlington County College (BCC), in New Jersey, this handbook offers college-wide guidelines for improving the quality of service provided to internal and external customers, and reviews key elements of BCC's Customer Service System (CSS), a computerized method of recording and following-up on…

Service quality that improves customer satisfaction in a university: a case study in Institut Teknologi Indonesia

NASA Astrophysics Data System (ADS)

Theresia, L.; Bangun, R.

2017-12-01

Universities should provide better service quality to get more customers. The purpose of this study was to find service quality which has impact on the increasing of customer satisfaction in a university. This study is a case study in Institut Teknologi Indonesia (ITI). The result of the study will help ITI to improve its service quality to increase customer satisfaction. This study employs path analysis technique. The data were collected through questionnaires developed from the literature. Questionnaires have two parts namely 1) service quality and 2) customer satisfaction. Service quality is measured through 22 questions with five service quality dimensions: 1) Tangibles, 2) Reliability, 3) Responsiveness, 4) Assurance and 5) Empathy. Customer Satisfaction is measured through 4 questions. The data then are processed by SPSS. The results showed that the students preferred to tangible quality improvement than intangible aspect.

Choice, perceived control, and customer satisfaction: the psychology of online service recovery.

PubMed

Chang, Chia-Chi

2008-06-01

Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers can receive immediate and tangible service recovery. The results of the present study suggest that by providing a choice of recovery options, customers' sense of control is increased, as is their satisfaction with the particular recovery efforts and their overall satisfaction with the entire service experience. Also, service importance accentuated the impact of choice on perceived control. Specifically, when the service was of greater importance, giving customers a choice of recovery options augmented customers' sense of control more than when the service was of lesser importance. The implications of the findings are also discussed.

Study on Customer Satisfaction with Facilities Management Services in Lithuania

NASA Astrophysics Data System (ADS)

Lepkova, Natalija; Žūkaitė-Jefimovienė, Giedrė

2012-12-01

The article introduces the concept and content of facilities management (FM) services. The paper presents the concept of customer satisfaction and discusses the key factors which influence the opinions of customers and their satisfaction or dissatisfaction with the services provided. The article presents two studies: a brief survey of several FM service providers and a survey of customer satisfaction with FM services in Lithuania. The conclusions are given at the end of the article.

Embracing a Customer Service Mindset: A Fresh Examination of Services for Distance Learners

ERIC Educational Resources Information Center

Steiner, Heidi

2013-01-01

Library literature and blogs frequently discuss customer service and user experience in physical libraries and Web sites, but little is said about this mentality toward services for distance learners specifically. This paper takes customer service best practices from well-known thinkers of the business world and makes connections to services for…

All-Wales licensed premises intervention (AWLPI): a randomised controlled trial to reduce alcohol-related violence

PubMed Central

2014-01-01

Background Alcohol-related violence in and in the vicinity of licensed premises continues to place a considerable burden on the United Kingdom’s (UK) health services. Robust interventions targeted at licensed premises are therefore required to reduce the costs of alcohol-related harm. Previous evaluations of interventions in licensed premises have a number of methodological limitations and none have been conducted in the UK. The aim of the trial was to determine the effectiveness of the Safety Management in Licensed Environments intervention designed to reduce alcohol-related violence in licensed premises, delivered by Environmental Health Officers, under their statutory authority to intervene in cases of violence in the workplace. Methods/Design A national randomised controlled trial, with licensed premises as the unit of allocation. Premises were identified from all 22 Local Authorities in Wales. Eligible premises were those with identifiable violent incidents on premises, using police recorded violence data. Premises were allocated to intervention or control by optimally balancing by Environmental Health Officer capacity in each Local Authority, number of violent incidents in the 12 months leading up to the start of the project and opening hours. The primary outcome measure is the difference in frequency of violence between intervention and control premises over a 12 month follow-up period, based on a recurrent event model. The trial incorporates an embedded process evaluation to assess intervention implementation, fidelity, reach and reception, and to interpret outcome effects, as well as investigate its economic impact. Discussion The results of the trial will be applicable to all statutory authorities directly involved with managing violence in the night time economy and will provide the first formal test of Health and Safety policy in this environment. If successful, opportunities for replication and generalisation will be considered. Trial registration UKCRN 14077; ISRCTN78924818. PMID:24405575

Customer Management Skills for Effective Air Force Civil Engineering Customer Service.

DTIC Science & Technology

1986-09-01

advertise --competence. (1) Craftsmen working closely with customer service -doing what is promised when it’s promised -if return to job site required, tell...RD-RI74 1 4 CUSTOMER MANAGEMENT SKILLS FOR EFFECTIVE AIR FORCE / I CIVIL ENGINEERING CUST (U) AIR FORCE INST OF TECH WRIGHT-PATTERSON RFS ON...I93 -A CUSTOMER MANAGEMENT SKILLS FOR EFFECTIVE AIR FORCE CIVIL ENGINEERING CUSTOMER SERVICE THESIS Danny S.- Long Captain, USAF AFIT/GEM/DEM/86S-1 7

7 CFR 1207.313 - Customs Service.

Code of Federal Regulations, 2010 CFR

2010-01-01

... AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE POTATO RESEARCH AND PROMOTION PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means.... 14, 1991] National Potato Promotion Board ...

7 CFR 1207.313 - Customs Service.

Code of Federal Regulations, 2014 CFR

2014-01-01

... AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE POTATO RESEARCH AND PROMOTION PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means.... 14, 1991] National Potato Promotion Board ...

7 CFR 1207.313 - Customs Service.

Code of Federal Regulations, 2011 CFR

2011-01-01

... AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE POTATO RESEARCH AND PROMOTION PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means.... 14, 1991] National Potato Promotion Board ...

7 CFR 1207.313 - Customs Service.

Code of Federal Regulations, 2013 CFR

2013-01-01

... AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE POTATO RESEARCH AND PROMOTION PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means.... 14, 1991] National Potato Promotion Board ...

7 CFR 1207.313 - Customs Service.

Code of Federal Regulations, 2012 CFR

2012-01-01

... AGREEMENTS AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE POTATO RESEARCH AND PROMOTION PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means.... 14, 1991] National Potato Promotion Board ...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2011 CFR

2011-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2013 CFR

2013-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2012 CFR

2012-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2010 CFR

2010-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2014 CFR

2014-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

47 CFR 76.1602 - Customer service-general information.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

47 CFR 76.1602 - Customer service-general information.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 4 2014-10-01 2014-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

47 CFR 76.1602 - Customer service-general information.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 4 2013-10-01 2013-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

47 CFR 76.1602 - Customer service-general information.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 4 2012-10-01 2012-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

47 CFR 76.1602 - Customer service-general information.

Code of Federal Regulations, 2011 CFR

2011-10-01

... 47 Telecommunication 4 2011-10-01 2011-10-01 false Customer service-general information. 76.1602 Section 76.1602 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1602 Customer service—general information. (a) A...

Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior.

PubMed

Payne, Stephanie C; Webber, Sheila Simsarian

2006-03-01

The relationship among job satisfaction, affective commitment, service-oriented organizational citizenship behaviors (OCBs), customer satisfaction, and customer loyalty were examined for a sample of 249 hairstylists and 1 of their corresponding customers. Employee satisfaction was positively related to service-oriented OCBs, customer satisfaction, and customer loyalty, whereas affective commitment was not related to these outcomes. The extent to which the predictor variables interacted with one another and the role of employment status on these relationships was also explored. High levels of job satisfaction or affective commitment resulted in more service-oriented OCBs for employees and self-employed workers, whereas high levels of both resulted in more service-oriented OCBs for owners.

Electrical service reliability: the customer perspective

DOE Office of Scientific and Technical Information (OSTI.GOV)

Samsa, M.E.; Hub, K.A.; Krohm, G.C.

1978-09-01

Electric-utility-system reliability criteria have traditionally been established as a matter of utility policy or through long-term engineering practice, generally with no supportive customer cost/benefit analysis as justification. This report presents results of an initial study of the customer perspective toward electric-utility-system reliability, based on critical review of over 20 previous and ongoing efforts to quantify the customer's value of reliable electric service. A possible structure of customer classifications is suggested as a reasonable level of disaggregation for further investigation of customer value, and these groups are characterized in terms of their electricity use patterns. The values that customers assign tomore » reliability are discussed in terms of internal and external cost components. A list of options for effecting changes in customer service reliability is set forth, and some of the many policy issues that could alter customer-service reliability are identified.« less

Advanced space communications architecture study. Volume 2: Technical report

NASA Technical Reports Server (NTRS)

Horstein, Michael; Hadinger, Peter J.

1987-01-01

The technical feasibility and economic viability of satellite system architectures that are suitable for customer premise service (CPS) communications are investigated. System evaluation is performed at 30/20 GHz (Ka-band); however, the system architectures examined are equally applicable to 14/11 GHz (Ku-band). Emphasis is placed on systems that permit low-cost user terminals. Frequency division multiple access (FDMA) is used on the uplink, with typically 10,000 simultaneous accesses per satellite, each of 64 kbps. Bulk demodulators onboard the satellite, in combination with a baseband multiplexer, convert the many narrowband uplink signals into a small number of wideband data streams for downlink transmission. Single-hop network interconnectivity is accomplished via downlink scanning beams. Each satellite is estimated to weigh 5600 lb and consume 6850W of power; the corresponding payload totals are 1000 lb and 5000 W. Nonrecurring satellite cost is estimated at $110 million, with the first-unit cost at $113 million. In large quantities, the user terminal cost estimate is $25,000. For an assumed traffic profile, the required system revenue has been computed as a function of the internal rate of return (IRR) on invested capital. The equivalent user charge per-minute of 64-kbps channel service has also been determined.

The behavioral consequences of service quality: an empirical study in the Chinese retail pharmacy industry.

PubMed

Chen, Yuwen; Fu, Frank Q

2015-01-01

This study focuses on the impacts of service quality and examines the mediating effects of customer satisfaction and customer loyalty on willingness to pay more. The authors collected survey data from 479 actual retail pharmacy customers in China and used the structural equation modeling approach to test the hypotheses. The results reveal six dimensions of service quality and the differential impact of these dimensions on customer satisfaction and behavioral intentions. This study contributes to the existing literature by exploring the dimensionality of the service quality construct and mediating effects of customer satisfaction and customer loyalty in a non-Western setting.

Tourism guide cloud service quality: What actually delights customers?

PubMed

Lin, Shu-Ping; Yang, Chen-Lung; Pi, Han-Chung; Ho, Thao-Minh

2016-01-01

The emergence of advanced IT and cloud services has beneficially supported the information-intensive tourism industry, simultaneously caused extreme competitions in attracting customers through building efficient service platforms. On response, numerous nations have implemented cloud platforms to provide value-added sightseeing information and personal intelligent service experiences. Despite these efforts, customers' actual perspectives have yet been sufficiently understood. To bridge the gap, this study attempts to investigate what aspects of tourism cloud services actually delight customers' satisfaction and loyalty. 336 valid survey questionnaire answers were analyzed using structural equation modeling method. The results prove positive impacts of function quality, enjoyment, multiple visual aids, and information quality on customers' satisfaction as well as of enjoyment and satisfaction on use loyalty. The findings hope to provide helpful references of customer use behaviors for enhancing cloud service quality in order to achieve better organizational competitiveness.

The utility and its customer: A complex relationship

DOE Office of Scientific and Technical Information (OSTI.GOV)

Covelli, L.; Williams, M.V.

Developing methods of tracking customer satisfaction for utilities presents major problems since the customer reacts to the utility on many different levels. The more obvious are in relation to the product (energy) and the services the company provides. More recently there has been talk of the {open_quotes}brand{close_quotes} elements of the company-customer relationship. Ontario Hydro (OH) has developed a method utilizing four separate domains for measuring and tracking customer satisfaction: product, service, competitiveness, and institutional relationships. Ontario Hydro conducted a survey of over 1200 residential customers. The respondents received a detailed in-person survey of their estimation of the importance of specificmore » aspects of customer service and their view of Ontario Hydro`s performance on those same issues. The data yielded 28 factors covered a large variety of separate concerns: customer service, and treatment of customers to export policy. OH concluded that the utility`s relationship with its customer is more complex than the susual customer-vendor interaction. A utility not only provides a product and a service, it has a institutional personality and provides an absolutely necessary product under an exclusive franchise and executes government policy as a regulated monopoly. It was found that customers are sensitive to all of these attributes.« less

Impact of Perceived Website Service Quality on Customer E-Loyalty on a Lodging Website

ERIC Educational Resources Information Center

Jeon, Myunghee

2009-01-01

Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

Washington Headquarters Services

Science.gov Websites

Status OPM Status: Open Open Main Navigation Home Our Services Our Customers Our People Our Leaders Our Organization Contact Us CAC Site Navigation Customers Employees Our Services Our Customers Our People Our facilities in the Washington, DC area. Read more about Our Customers Our People A picture with the left edge

Pseudo-drunk-patron evaluation of bar-staff compliance with Western Australian liquor law.

PubMed

Rydon, P; Stockwell, T; Lang, E; Beel, A

1996-06-01

Compliance of bar staff with the Western Australian liquor law prohibiting service to drunk patrons was assessed through the deployment of actors trained to behave in a drunken manner. The serving practices of 23 licensed premises (19 hotels and four nightclubs) were examined. During 120 visits to hotel and nightclub bars, more than 350 drink orders were placed by pairs of pseudo-drunk actors who ordered up to three drinks each on each visit. On placing these drink orders, pseudo-drunks were refused service by bar staff on only 12 occasions. The rate of refusal of service across all premises was 10 per cent of visits. Partial interventions by servers, such as offering food or low-alcohol or nonalcoholic drinks, occurred in only four instances of the 120 visits. Qualitative observations and results obtained from a separate study examining a subsample of the servers who trained in responsible service of alcohol are discussed.

Customer service and practice profitability.

PubMed

Levin, Roger P

2004-06-01

Customer service, one of the major dental practice business systems, is critical to your short- and long-term success. The world will keep changing, but customer service is not a fad that can go out of style. If anything, it becomes even more important, year after year, as your customers expect more service and better treatment. Your goal is to provide extensive customer service, with 100% of patients enjoying a great experience every single time they interact with your practice. The "Wow" experience helps your practice grow. You want your patients to become your friends. Why? Because friends refer friends. When your patients become your friends, higher profitability is the inevitable result.

Analysis on preemptive priority retrial queue with two types of customers, balking, optional re-service, single vacation and service interruption

NASA Astrophysics Data System (ADS)

Yuvarani, S.; Saravanarajan, M. C.

2017-11-01

This paper concerned with performance analysis of single server preemptive priority retrial queue with a single vacation where two types of customers are considered and they are called priority customers and ordinary customers. The ordinary customers arrive in batch into the system. The priority customers do not form any queue. After the completion of regular service, the customers may demand re-service for the previous service without joining the orbit or may leave the system. As soon as the system is empty, the server goes for vacation and the regular busy server can be subjected to breakdown. By using the supplementary variable technique, we obtain the steady-state probability generating functions for the system/orbit size. Some important system performance measures and the stochastic decomposition are discussed. Finally, numerical examples are presented to visualize the effect of parameters on system performance measures.

An examination of the role of perceived support and employee commitment in employee-customer encounters.

PubMed

Vandenberghe, Christian; Bentein, Kathleen; Michon, Richard; Chebat, Jean-Charles; Tremblay, Michel; Fils, Jean-François

2007-07-01

The authors examined the relationships between perceived organizational support, organizational commitment, commitment to customers, and service quality in a fast-food firm. The research design matched customer responses with individual employees' attitudes, making this study a true test of the service provider-customer encounter. On the basis of a sample of matched employee-customer data (N = 133), hierarchical linear modeling analyses revealed that perceived organizational support had both a unit-level and an employee-level effect on 1 dimension of service quality: helping behavior. Contrary to affective organizational commitment, affective commitment to customers enhanced service quality. The 2 sub-dimensions of continuance commitment to the organization--perceived high sacrifice and perceived lack of alternatives--exerted effects opposite in sign: The former fostered service quality, whereas the latter reduced it. The implications of these findings are discussed within the context of research on employee-customer encounters.

A framework for improving access and customer service times in health care: application and analysis at the UCLA Medical Center.

PubMed

Duda, Catherine; Rajaram, Kumar; Barz, Christiane; Rosenthal, J Thomas

2013-01-01

There has been an increasing emphasis on health care efficiency and costs and on improving quality in health care settings such as hospitals or clinics. However, there has not been sufficient work on methods of improving access and customer service times in health care settings. The study develops a framework for improving access and customer service time for health care settings. In the framework, the operational concept of the bottleneck is synthesized with queuing theory to improve access and reduce customer service times without reduction in clinical quality. The framework is applied at the Ronald Reagan UCLA Medical Center to determine the drivers for access and customer service times and then provides guidelines on how to improve these drivers. Validation using simulation techniques shows significant potential for reducing customer service times and increasing access at this institution. Finally, the study provides several practice implications that could be used to improve access and customer service times without reduction in clinical quality across a range of health care settings from large hospitals to small community clinics.

The Ties that Bind: Creating Great Customer Service.

ERIC Educational Resources Information Center

Lisker, Peter

2000-01-01

Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)

77 FR 15393 - Agency Information Collection Activities: Proposed Collection; Comments Requested: Firearms...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-03-15

... Services Division Customer Service Survey ACTION: 30-Day notice of information collection. The Department.... (2) Title of the Form/Collection: Firearms & Explosives Services Division Customer Service Survey. (3... firearms and explosives industry. This anonymous survey would allow FESD to gauge customer satisfaction and...

Breaking the trade-off between efficiency and service.

PubMed

Frei, Frances X

2006-11-01

For manufacturers, customers are the open wallets at the end of the supply chain. But for most service businesses, they are key inputs to the production process. Customers introduce tremendous variability to that process, but they also complain about any lack of consistency and don't care about the company's profit agenda. Managing customer-introduced variability, the author argues, is a central challenge for service companies. The first step is to diagnose which type of variability is causing mischief: Customers may arrive at different times, request different kinds of service, possess different capabilities, make varying degrees of effort, and have different personal preferences. Should companies accommodate variability or reduce it? Accommodation often involves asking employees to compensate for the variations among customers--a potentially costly solution. Reduction often means offering a limited menu of options, which may drive customers away. Some companies have learned to deal with customer-introduced variability without damaging either their operating environments or customers' service experiences. Starbucks, for example, handles capability variability among its customers by teaching them the correct ordering protocol. Dell deals with arrival and request variability in its high-end server business by outsourcing customer service while staying in close touch with customers to discuss their needs and assess their experiences with third-party providers. The effective management of variability often requires a company to influence customers' behavior. Managers attempting that kind of intervention can follow a three-step process: diagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.

Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.

PubMed

Raub, Steffen; Liao, Hui

2012-05-01

We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service climate, initiative climate at the establishment level and general self-efficacy at the individual level predicted employee proactive customer service performance and interacted in a synergistic way. Results also showed that at the establishment level, controlling for service climate and collective general service performance, initiative climate was positively and indirectly associated with customer service satisfaction through the mediation of aggregated proactive customer service performance. We discuss important theoretical and practical implications of these findings. (PsycINFO Database Record (c) 2012 APA, all rights reserved).

Rural Shared Services: General Brochure and Information Sheets.

ERIC Educational Resources Information Center

Northwest Regional Educational Lab., Portland, OR.

The brochure discusses the Shared Services Program of the Northwest Regional Educational Laboratory of Portland, Oregon. The program operates on the premise that it can provide additional programs (frequently of higher quality) to rural school districts at a lower per-capita cost. The shared services are conducted through cooperative efforts…

42 CFR 485.713 - Condition of participation: Physical therapy services.

Code of Federal Regulations, 2013 CFR

2013-10-01

... therapist is present or readily available to offer supervision when a physical therapist assistant furnishes services. (i) If a qualified physical therapist is not on the premises during all hours of operation... example, for evaluation and reevaluation. (ii) When a physical therapist assistant furnishes services off...

42 CFR 485.713 - Condition of participation: Physical therapy services.

Code of Federal Regulations, 2014 CFR

2014-10-01

... therapist is present or readily available to offer supervision when a physical therapist assistant furnishes services. (i) If a qualified physical therapist is not on the premises during all hours of operation... example, for evaluation and reevaluation. (ii) When a physical therapist assistant furnishes services off...

Learning Racial Hierarchies: Communication Skills Training in Transnational Customer Service Work

ERIC Educational Resources Information Center

Mirchandani, Kiran

2012-01-01

Purpose: This paper aims to focus on the communications skills training given to transnational call center workers in India whose jobs involve providing customer service to Western customers. Emotion work is a key component of customer service jobs, and this work is constructed as an important soft skill. Design/methodology/approach: Between 2002…

CUSTOMS SERVICE MODERNIZATION: Management Improvements Needed on High-Risk Automated Commercial Environment Project

DTIC Science & Technology

2002-05-01

GAO United States General Accounting OfficeReport to Congressional CommitteesMay 2002 CUSTOMS SERVICE MODERNIZATION Management Improvements Needed...from... to) - Title and Subtitle CUSTOMS SERVICE MODERNIZATION: Management Improvements Needed on High-Risk Automated Commercial Environment... Customs management of ACE. Subject Terms Report Classification unclassified Classification of this page unclassified Classification of Abstract

Service Learning for Improvement of Customer Service Education in LIS

ERIC Educational Resources Information Center

Colón-Aguirre, Mónica

2017-01-01

This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing…

Managing customer service.

PubMed

Paget, Zoe

2015-02-28

Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. British Veterinary Association.

Applying Fuzzy Data Mining to Telecom Churn Management

NASA Astrophysics Data System (ADS)

Liao, Kuo-Hsiung; Chueh, Hao-En

Customers tend to change telecommunications service providers in pursuit of more favorable telecommunication rates. Therefore, how to avoid customer churn is an extremely critical topic for the intensely competitive telecommunications industry. To assist telecommunications service providers in effectively reducing the rate of customer churn, this study used fuzzy data mining to determine effective marketing strategies by analyzing the responses of customers to various marketing activities. These techniques can help telecommunications service providers determine the most appropriate marketing opportunities and methods for different customer groups, to reduce effectively the rate of customer turnover.

Customer service: developing a new mindset for today's instant gratification society.

PubMed

Stockburger, W T

1998-01-01

Today's society expects and demands immediate service, results and access to information. Can those of us in leadership positions say that the service we provide is equal to or exceeds what our customers expect? How can we redesign our services so they are better than those we currently provide? Some people look to advances in technology as one means to improve services and access to information, but this should not be the only means. If we are to develop a philosophy of exceptional service, we must develop a vision of those services. We must gain an understanding of our customers, plus a knowledge of products, the availability of resources and any industry constraints. In healthcare, we must look to leadership to achieve our goals. A goal of exceptional customer service must be communicated to all levels of service providers from management. Top-down action by management--leadership by example--is critical. Leadership must gain the trust of both customers and employees by actively listening to both verbal and nonverbal comments at all points of service. Without an understanding of our customers' needs, it won't be possible to deliver services at or above their expectations.

77 FR 1510 - Agency Information Collection Activities: Proposed Collection; Comments Requested; Firearms...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-01-10

... Services Division Customer Service Survey ACTION: 60-Day Notice of Information Collection. The Department... & Explosives Services Division Customer Service Survey. (3) Agency form number, if any, and the applicable... firearms and explosives industry. This anonymous survey would allow FESD to gauge customer satisfaction and...

12 CFR 225.118 - Computer services for customers of subsidiary banks.

Code of Federal Regulations, 2012 CFR

2012-01-01

... 12 Banks and Banking 3 2012-01-01 2012-01-01 false Computer services for customers of subsidiary...) Regulations Financial Holding Companies Interpretations § 225.118 Computer services for customers of... understood from the facts presented that the service company owns a computer which it utilizes to furnish...

75 FR 55303 - Proposed Information Collection; Comment Request; Commercial Service Annual Customer Satisfaction...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-10

... Request; Commercial Service Annual Customer Satisfaction Survey AGENCY: International Trade Administration... assistance services. The CS uses an Annual Customer Satisfaction Survey to measure client's overall satisfaction with the full array of services and experiences they have had with the CS on an annual basis. The...

12 CFR 225.118 - Computer services for customers of subsidiary banks.

Code of Federal Regulations, 2011 CFR

2011-01-01

... 12 Banks and Banking 3 2011-01-01 2011-01-01 false Computer services for customers of subsidiary...) Regulations Financial Holding Companies Interpretations § 225.118 Computer services for customers of... understood from the facts presented that the service company owns a computer which it utilizes to furnish...

12 CFR 225.118 - Computer services for customers of subsidiary banks.

Code of Federal Regulations, 2010 CFR

2010-01-01

... 12 Banks and Banking 3 2010-01-01 2010-01-01 false Computer services for customers of subsidiary...) Regulations Financial Holding Companies Interpretations § 225.118 Computer services for customers of... understood from the facts presented that the service company owns a computer which it utilizes to furnish...

Proceedings of the 48th International Wire and Cable Symposium (48th) Held in Atlantic City, New Jersey on 15-18 November 1999

DTIC Science & Technology

1999-11-18

telecommunications and data processing installations, Berlin Offenbach: vde - verlag 4. DIN EN 187000: Specification of optical fiber cables...Berlin Offenbach : vde - verlag 5. DIN EN 188000: Specification of optical fibers, Berlin Offenbach : vde - verlag 6. IEC 60793-1: Optical fibers, Part 1...subsystem of customer premises up to a frequency of 100 MHz. The technical requirements of these balanced cabling systems are defined in the standards EN

Don`t just satisfy `em, delight `em!

DOE Office of Scientific and Technical Information (OSTI.GOV)

Lacertosa, R.

1996-01-01

Providing customer service and quality in fuel oil marketing are discussed. The fuel oil industry depends on customer satisfaction. However, merely satisfying the customer is not enough. Research done on customer service indicates that satisfaction is a neutral feeling. The goal should be to get customers to the next level, which is to be delighted or ecstatic about the service. The place to begin is to provide all service personnel with the training and support they need and then get out of the way. It should always be kept in mind that the person that keeps the company in businessmore » is the valued customer who too often gets lost in the shuffle.« less

Communicating for Quality in School Age Care Services

ERIC Educational Resources Information Center

Cartmel, Jennifer; Grieshaber, Susan

2014-01-01

School Age Care (SAC) services have existed in Australia for over 100 years but they have tended to take a back seat when compared with provision for school-aged children and those under school age using early childhood education and care (ECEC) services. Many SAC services are housed in shared premises and many children attending preparatory or…

Quality evaluation in health care services based on customer-provider relationships.

PubMed

Eiriz, Vasco; Figueiredo, José António

2005-01-01

To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically. Systematic review of the literature. Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non-technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence). This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing-oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.

Simultaneous 10 Gbps data and polarization-based pulse-per-second clock transmission using a single VCSEL for high-speed optical fibre access networks

NASA Astrophysics Data System (ADS)

Isoe, G. M.; Wassin, S.; Gamatham, R. R. G.; Leitch, A. W. R.; Gibbon, T. B.

2017-01-01

Access networks based on vertical cavity surface emitting laser (VCSEL) transmitters offer alternative solution in delivering different high bandwidth, cost effective services to the customer premises. Clock and reference frequency distribution is critical for applications such as Coordinated Universal Time (UTC), GPS, banking and big data science projects. Simultaneous distribution of both data and timing signals over shared infrastructure is thus desirable. In this paper, we propose and experimentally demonstrate a novel, cost-effective technique for multi-signal modulation on a single VCSEL transmitter. Two signal types, an intensity modulated 10 Gbps data signal and a polarization-based pulse per second (PPS) clock signal are directly modulated onto a single VCSEL carrier at 1310 nm. Spectral efficiency is maximized by exploiting inherent orthogonal polarization switching of the VCSEL with changing bias in transmission of the PPS signal. A 10 Gbps VCSEL transmission with PPS over 11 km of G.652 fibre introduced a transmission penalty of 0.52 dB. The contribution of PPS to this penalty was found to be 0.08 dB.

Notification: Audit of EPA Customer Service Help Desks, Hotlines, and Clearinghouses

EPA Pesticide Factsheets

Project #OA-FY12-0570, November 29, 2012. The EPA Office of Inspector General (OIG) plans to begin the fieldwork phase of our audit of EPA’s customer service help desks, hotlines, and clearinghouses (customer service lines).

48 CFR 1812.7000 - Prohibition on guaranteed customer bases for new commercial space hardware or services.

Code of Federal Regulations, 2010 CFR

2010-10-01

... customer bases for new commercial space hardware or services. 1812.7000 Section 1812.7000 Federal... PLANNING ACQUISITION OF COMMERCIAL ITEMS Commercial Space Hardware or Services 1812.7000 Prohibition on guaranteed customer bases for new commercial space hardware or services. Public Law 102-139, title III...

Customer Service Training. New Paradigm for Effective Workforce Skills. [Employee Guide and Supervisor's Guide.

ERIC Educational Resources Information Center

Saint Louis Community Coll., MO. Workplace Literacy Services Center.

These two documents are part of the customer service training program provided to employees of a large metropolitan hospital. The first manual contains customer service training activities for the hospital's dietary aides, cashiers, patient service representatives, and parking attendants. The activities are organized in three sections as follows:…

IDENTITY THEFT SERVICES: Services Offer Some Benefits but Are Limited in Preventing Fraud

DTIC Science & Technology

2017-03-01

representative said that they felt they needed to provide their customers with some benefit and offered the services to give their customers peace of...satisfaction or reassurance. Some companies told us that they offered free identity theft services to give their customers peace of mind or provide...IDENTITY THEFT SERVICES Services Offer Some Benefits but Are Limited in Preventing Fraud Report to Congressional

Comparing hospital staff and patient perceptions of customer service: a pilot study utilizing survey and focus group data.

PubMed

Fottler, Myron D; Dickson, Duncan; Ford, Robert C; Bradley, Kenneth; Johnson, Lee

2006-02-01

The measurement of patient satisfaction is crucial to enhancing customer service and competitive advantage in the health-care industry. While there are numerous approaches to such measurement, this paper provides a case study which compares and contrasts patient and staff perceptions of customer service using both survey and focus group data. Results indicate that there is a high degree of correlation between staff and patient perceptions of customer service based on both survey and focus group data. However, the staff and patient subgroups also provided complementary information regarding patient perceptions of their service experience. Staff members tended to have more negative perceptions of service attributes than did the patients themselves. The focus group results provide complementary information to survey results in terms of greater detail and more managerially relevant information. While these results are derived from a pilot study, they suggest that diversification of data sources beyond patient surveys may enhance the utility of customer service information. If further research can affirm these findings, they create exciting possibilities for gathering valid, reliable and cost-effective customer service information.

Hospital customer service in a changing healthcare world: does it matter?

PubMed

Howard, J

1999-01-01

The healthcare industry is undergoing a rapid transformation to meet the ever-increasing needs and demands of the patient population. Employers and health plans such as HMOs are demanding better service and higher quality care, and hospitals are trying to tackle reimbursement cutbacks, streamline services, and serve a diverse population. Hospitals have begun to realize that to overcome these obstacles and meet the needs of the health care plans and consumers, they must focus on the demands of the customer. Customer service initiatives increase patient satisfaction and loyalty and overall hospital quality, and many hospitals have found that consumer demands can be met through initiating and maintaining a customer service program. This article describes how the administrator can create, implement, and manage customer service initiatives within the hospital.

Importance/performance analysis: a tool for service quality control by clinical laboratories.

PubMed

Scammon, D L; Weiss, R

1991-01-01

A study of customer satisfaction with clinical laboratory service is used as the basis for identifying potential improvements in service and more effectively targeting marketing activities to enhance customer satisfaction. Data on customer satisfaction are used to determine the aspects of service most critical to customers, how well the organization is doing in delivery of service, and how consistent service delivery is. Importance-performance analysis is used to highlight areas for future resource reallocation and strategic emphasis. Suggestions include the establishment of performance guidelines for customer contact personnel, the enhancement of timely delivery of reports via electronic transmission (computer and fax), and the development of standardized graphics for request and report forms to facilitate identification of appropriate request forms and guide clients to key items of information on reports.

76 FR 127 - The Central Valley Project, the California-Oregon Transmission Project, the Pacific Alternating...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-01-03

..., beyond delivered BR, for Full Load Service (FLS) customers and Variable Resource (VR) customers, Western.... FLS and VR customers who contract with Western for such service will pay all SP costs. FLS customers pay a portfolio management charge pursuant to their contract, whereas VR customers pay a scheduling...

Estimation of customer lifetime value of a health insurance with interest rates obeying uniform distribution

NASA Astrophysics Data System (ADS)

Widyawan, A.; Pasaribu, U. S.; Henintyas, Permana, D.

2015-12-01

Nowadays some firms, including insurer firms, think that customer-centric services are better than product-centric ones in terms of marketing. Insurance firms will try to attract as many new customer as possible while maintaining existing customer. This causes the Customer Lifetime Value (CLV) becomes a very important thing. CLV are able to put customer into different segments and calculate the present value of a firm's relationship with its customer. Insurance customer will depend on the last service he or she can get. So if the service is bad now, then customer will not renew his contract though the service is very good at an erlier time. Because of this situation one suitable mathematical model for modeling customer's relationships and calculating their lifetime value is Markov Chain. In addition, the advantages of using Markov Chain Modeling is its high degree of flexibility. In 2000, Pfeifer and Carraway states that Markov Chain Modeling can be used for customer retention situation. In this situation, Markov Chain Modeling requires only two states, which are present customer and former ones. This paper calculates customer lifetime value in an insurance firm with two distinctive interest rates; the constant interest rate and uniform distribution of interest rates. The result shows that loyal customer and the customer who increase their contract value have the highest CLV.

From slogans to strategy: a workable approach to customer satisfaction and retention.

PubMed

Timm, P R

1997-01-01

Too many organizations confuse slogans, good intentions, or mechanical phrases with customer service. Most recognize that the most powerful way to prosper in today's economy is to enhance customer satisfaction and loyalty. But customer service has little to do with mottos, slogans, or mechanical phrases. The real management challenge lies in translating the slogans into employee actions that create customer satisfaction and loyalty--in creating a strategy for ensuring good service intentions and exceptional service results. This article shows a logical, theoretically sound approach to building and implementing what I call an E-Plus Customer Satisfaction strategy. Incidentally, I use the term "customer" throughout this article, but I recognize that we have different terms in various organizations. So feel free to substitute "patient", "guest", "client", or any other synonym. The principles are the same.

[A cross-level analysis of the links between service quality and disconfirmation of expectations and customer satisfaction].

PubMed

Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; González-Morales, M Gloria; Ramos, José; Peiró, José M

2009-08-01

This article examines links between disconfirmation of expectations and functional and relational service quality perceived by employees and customer satisfaction. A total of 156 employees, who were working in 52 work units, participated in the research study. In addition, 517 customers who were assisted by these work units were surveyed. Using a cross-level approach, we used a random coefficient model to test the aforementioned relationships. A strong relationship between disconfirmation of expectations and customer satisfaction was observed. Also, the results confirmed that functional service quality maintains an additional and significant association with customer satisfaction. In contrast, there were no significant relationships between relational service quality and customer satisfaction. The article concludes with a discussion of these results.

Quality-improvement initiatives focused on enhancing customer service in the outpatient pharmacy.

PubMed

Poulin, Tenley J; Bain, Kevin T; Balderose, Bonnie K

2015-09-01

The development and implementation of quality-improvement initiatives to enhance customer service in an outpatient pharmacy of a Veterans Affairs (VA) medical center are described. Historically low customer service satisfaction rates with the outpatient pharmacy at the Philadelphia Veterans Affairs Medical Center prompted this quality-improvement project. A three-question survey was designed to be easily and quickly administered to veterans in the outpatient pharmacy waiting area. Using 5-point Likert scale, veterans were asked to rate (1) their overall experience with the outpatient pharmacy service and (2) their satisfaction with the customer service provided by the pharmacy department. They were also asked how they thought the pharmacy department could improve its customer service. After receiving feedback from the survey, several quality-improvement initiatives were developed. The initiatives were categorized as environmental, personnel, communicative, and technological. For each initiative, one or more tasks were developed and the initiatives were subsequently implemented over eight months. After each task was completed, veterans were surveyed to measure the impact of the change. A total of 79 veterans were surveyed before the implementation of the quality-improvement initiatives, and 49% and 68% rated their experience with the outpatient pharmacy and customer service favorably, respectively. Twenty-five veterans were surveyed after the implementation of numerous quality-improvement interventions, with 44% and 72% rating their experience with the outpatient pharmacy and customer service favorably. Customer service satisfaction with an outpatient pharmacy service at a VA medical center was enhanced through the implementation of various quality-improvement initiatives. Copyright © 2015 by the American Society of Health-System Pharmacists, Inc. All rights reserved.

The accuracy of coin-operated breath analysers installed in licensed premises in the Perth metropolitan area.

PubMed

Hay, Greg; Cercarelli, L Rina

2004-04-01

To examine the accuracy of coin-operated breath analysers installed in licensed premises in the Perth metropolitan area. Two hundred licensed premises were contacted, which resulted in the location of 36 wall-mounted, coin-operated breath analysers. One instrument was removed prior to testing. These premises were then visited and the accuracy of the instruments was tested in situ using National Association of Testing Authorities Australia (NATA) certified 0.080% and 0.100% ethanol in nitrogen gas. The instruments were installed in the licensed premises as follows: 15 in the lounge bar, 10 in the main entrance, six in the public bar, two in the passageway to the toilets, and one in the male toilets. One licensed premise provided a handheld breath instrument. All instruments were accompanied by warning and operating instructions, but only five had any educational material. Only seven of the licensed premises had staff who had received any training in the operation of the wall-mounted instruments. Half of the licensees were unaware of the servicing requirements of the instruments. The testing found that only nine (25%) of the instruments provided acceptable results. The low level of accuracy of coin-operated breath analysers in the Perth metropolitan area is alarming and users should be informed of the potential inaccuracies. This paper, however, does not rule out that some wall-mounted breath analysing instruments may provide accurate results when properly maintained.

A new customer service partnership for hospitals and physicians.

PubMed

Sanford, Kathleen D

2011-12-01

To promote better customer service, clinical and finance leaders should work as partners to: Make customer service as important a goal as clinical quality. Educate staff on better communication with patients and families. Perform a root-cause analysis to identify problem trends.

75 FR 38725 - Service Performance Measurement

Federal Register 2010, 2011, 2012, 2013, 2014

2010-07-06

... of Customer Sastisfaction A. General Considerations B. Rule 3055.91--Consumer Access to Postal Services C. Rule 3055.92--Customer Experience Measurement Surveys D. Rule 3055.93--Mystery Shopper Program... Commission is adopting a final rule on service perfomance measurement and customer satisfaction. The final...

75 FR 47823 - Agency Information Collection Activities: Submission for OMB Review; Comment Request, OMB No...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-09

...-0102; Federal Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey... Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey. SUMMARY: The Federal... Inspection Services Customer Satisfaction Survey. Type of Information Collection: Revision of a currently...

7 CFR 1230.7 - Customs Service.

Code of Federal Regulations, 2010 CFR

2010-01-01

... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1230.7 Section 1230.7 Agriculture Regulations of the Department of Agriculture (Continued) AGRICULTURAL MARKETING SERVICE (MARKETING AGREEMENTS... CONSUMER INFORMATION Pork Promotion, Research, and Consumer Information Order Definitions § 1230.7 Customs...

Desert Express: An Analysis on Improved Customer Service

DTIC Science & Technology

1991-09-01

Nt MARQ 3,199 Of. DESERT EXPRESS: AN ANALYSIS ON IMPROVED CUSTOMER SERVICE THESIS Thomas C Thaiheim, Majo-,r USAF AFTT/GLM/LSM,/91S-64 ?Z; W...Astq vt.: tyc a l AFIT/GLM/,LSM/91S-64 DESERT EXPRESS: AN ANALYSIS ON IMPROVED CUSTOMER SERVICE THESIS Thomas C. Thalheim, Major, USAF AFIT/GLM/LSM...91S-64 Approved for public release; distribution unlimited AFIT/GLM/LSM/91S-64 DESERT EXPRESS: AN ANALYSIS ON IMPROVED CUSTOMER SERVICE THESIS

FY 2002 Customer Satisfaction & Top 200 Users Survey Composite Report

DTIC Science & Technology

2002-11-01

Federal Government Benchmark 68.6% 71.1% DTIC Excels by +8.4 +11 *ACSI is the official service quality benchmark for the...care. § The American Customer Satisfaction Index (ACSI), the official service quality benchmark for the Federal Government, is currently 71.1%; DTIC...ACSI is the official service quality benchmark for the Federal GovernmentFig 1FY 20020Comparison of Customer Satisfaction (Customer Care

Economic Analysis of Waterfront Area Services at Naval Station, Long Beach

DTIC Science & Technology

1991-06-01

the Gradall for waterfront area services, would result in improved responsiveness and timely service. Customer satisfaction and overall customer ...overall cost. Hence, both quality and efficiency will improve leading to greater customer satisfaction . 58 VII. RECOMMENDATIONS FOR ACTION RECOMMENDATION 1...prompting the need for improved efficiency. To ensure adequate future support can be provided to its customers , Naval Station Long Beach (Navsta) is

Customer Service Analysis of Air Combat Command Vehicle Maintenance Support

DTIC Science & Technology

1993-09-01

the survey, the researchers categorized the services or variables into marketing mix components: product, price, promotion, and customer service...comparing and analyzing the variables identified in the previous three phases to determine a strategic marketing mix (46:9). After analyzing the data...service/physical distribution. Additionally, they found that customer service/physical distribution was an integral component of the marketing mix , and

41 CFR 102-85.190 - Can GSA Rent be adjusted when standard levels of service are performed by other customer agencies?

Code of Federal Regulations, 2010 CFR

2010-07-01

... when standard levels of service are performed by other customer agencies? 102-85.190 Section 102-85.190... perform or contract for such services must be obtained in advance by the customer agency from the... of Service § 102-85.190 Can GSA Rent be adjusted when standard levels of service are performed by...

Community Engaged Service-Learning: The Effect on University Students and Community Partners

ERIC Educational Resources Information Center

Steele, Susan C.

2012-01-01

The notion that an ethic of service can be fostered through participation in an academic community engaged service-learning program was the underlying premise for this program evaluation study. The purpose of this program evaluation study, using both quantitative and qualitative measures in a thoughtfully organized setting of university and…

Measurement framework for product service system performance of generator set distributors

NASA Astrophysics Data System (ADS)

Sofianti, Tanika D.

2017-11-01

Selling Generator Set (Genset) in B2B market, distributors assisted manufacturers to sell products. This is caused by the limited resources owned by the manufacturer for adding service elements. These service elements are needed to enhance the competitiveness of the generator sets. Some genset distributors often sell products together with supports to their customers. Industrial distributor develops services to meet the needs of the customer. Generator set distributors support machines and equipment produced by manufacturer. The services delivered by the distributors could enhance value obtained by the customers from the equipment. Services provided to customers in bidding process, ordering process of the equipment from the manufacturer, equipment delivery, installations, and the after sales stage. This paper promotes framework to measure Product Service System (PSS) of Generator Set distributors in delivering their products and services for the customers. The methodology of conducting this research is by adopting the perspective of the providers and customers and by taking into account the tangible and intangible products. This research leads to the idea of improvement of current Product Service System of a Genset distributor. This research needs further studies in more detailed measures and the implementation of measurement tools.

A Practical Guide for Managing Customer Service in Base Civil Engineering.

DTIC Science & Technology

1988-04-01

IMPROVING CUSTOMER SERVICE IN BASE CIVIL ENGINEERING Step One: Evaluate Present Service Quality .. ......... .11 Step Two: Develop and Clarify a...cross sectional viewpoint. In chapter three, specific steps will be presented for managers to evaluate and improve the present level of service quality in...customer service in base civil engineering or any other organization for that matter is to evaluate the present level of service quality (1:170). Data

Service employees give as they get: internal service as a moderator of the service climate-service outcomes link.

PubMed

Ehrhart, Karen Holcombe; Witt, L A; Schneider, Benjamin; Perry, Sara Jansen

2011-03-01

We lend theoretical insight to the service climate literature by exploring the joint effects of branch service climate and the internal service provided to the branch (the service received from corporate units to support external service delivery) on customer-rated service quality. We hypothesized that service climate is related to service quality most strongly when the internal service quality received is high, providing front-line employees with the capability to deliver what the service climate motivates them to do. We studied 619 employees and 1,973 customers in 36 retail branches of a bank. We aggregated employee perceptions of the internal service quality received from corporate units and the local service climate and external customer perceptions of service quality to the branch level of analysis. Findings were consistent with the hypothesis that high-quality internal service is necessary for branch service climate to yield superior external customer service quality. PsycINFO Database Record (c) 2011 APA, all rights reserved.

48 CFR 52.222-53 - Exemption from Application of the Service Contract Act to Contracts for Certain Services...

Code of Federal Regulations, 2010 CFR

2010-10-01

... offered and sold regularly to non-Governmental customers, and are provided by the Contractor to the... inspection by customers, and states prices at which sales currently, or were last, made to a significant... these employees and for equivalent employees servicing commercial customers. (e)(1) Except for services...

Are You Being Served? Designing the Customer Service Curriculum

ERIC Educational Resources Information Center

Ippoliti, Cinthya

2014-01-01

Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

75 FR 17771 - American Recovery and Reinvestment Act of 2009; Notice of Availability of Funds and Solicitation...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-04-07

... offer virtual services to diverse clients and customers, and to assist their customers in making good... comfortable using online services in Year 1; and ii. Customer Service Activities Providing training for their... to use the service, and Category 2 grant recipients are required to train their staff, as well as...

78 FR 36679 - Petitions of Vonage Holdings Corp. and TeleCommunications Systems, Inc. for Limited Waiver...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-06-19

... VoIP services, on a commercial basis to residential and business customers. 2. We grant this waiver...-enabled services, including VoIP services, on a commercial basis to residential and business customers... access to numbers to port up to five percent of their interconnected VoIP service customers as of the...

76 FR 1471 - FY 2010 Annual Compliance Report; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2011-01-10

... issued rules on periodic reporting of service performance measurement and customer satisfaction in FY...-FY10- 29. Id. at 12. Customer satisfaction. The FY 2010 ACR discusses the Postal Service's transition... filing; service performance results; levels of customer satisfaction achieved; progress toward goals...

39 CFR 501.18 - Customer information and authorization.

Code of Federal Regulations, 2010 CFR

2010-07-01

... 39 Postal Service 1 2010-07-01 2010-07-01 false Customer information and authorization. 501.18 Section 501.18 Postal Service UNITED STATES POSTAL SERVICE POSTAGE PROGRAMS AUTHORIZATION TO MANUFACTURE AND DISTRIBUTE POSTAGE EVIDENCING SYSTEMS § 501.18 Customer information and authorization. (a...

39 CFR 501.18 - Customer information and authorization.

Code of Federal Regulations, 2011 CFR

2011-07-01

... 39 Postal Service 1 2011-07-01 2011-07-01 false Customer information and authorization. 501.18 Section 501.18 Postal Service UNITED STATES POSTAL SERVICE POSTAGE PROGRAMS AUTHORIZATION TO MANUFACTURE AND DISTRIBUTE POSTAGE EVIDENCING SYSTEMS § 501.18 Customer information and authorization. (a...

78 FR 73871 - Agency Information Collection Activities: Proposed Collection; Comment Request; Federal Emergency...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-09

...; Federal Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey AGENCY... comments concerning the housing inspection services customer satisfaction survey. DATES: Comments must be... customers to determine the kind and quality of services requested and their level of satisfaction with...

75 FR 3906 - Request for Public Comment: 30-Day Proposed Information Collection: Indian Health Service...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-01-25

... Proposed Information Collection: Indian Health Service Customer Satisfaction Survey AGENCY: Indian Health...: 0917-NEW, ``Indian Health Service Customer Satisfaction Survey.'' Type of Information Collection... Customer Satisfaction Survey.'' Form(s): Tribal Homeowner Survey, Tribal Partner Survey, Annual Operator...

Customer Decision Making in Web Services with an Integrated P6 Model

NASA Astrophysics Data System (ADS)

Sun, Zhaohao; Sun, Junqing; Meredith, Grant

Customer decision making (CDM) is an indispensable factor for web services. This article examines CDM in web services with a novel P6 model, which consists of the 6 Ps: privacy, perception, propensity, preference, personalization and promised experience. This model integrates the existing 6 P elements of marketing mix as the system environment of CDM in web services. The new integrated P6 model deals with the inner world of the customer and incorporates what the customer think during the DM process. The proposed approach will facilitate the research and development of web services and decision support systems.

Challenges in New Service Development and Value Creation through Service

NASA Astrophysics Data System (ADS)

Edvardsson, Bo; Gustafsson, Anders; Enquist, Bo

Many companies are at a crossroad where they try to' stay competitive by creating customer value through service development. This combination produces the prerequisites that are necessary for favorable customer experiences. Our focus is not on issues directly related to the new service development process as such, which has often been the case in the service literature (Gupta and Wilemon 1990; Martin and Home 1993, Martin and Home 1995; Edvardsson et al., 1995, Edvardsson et al., 2000; John and Storey 1998; Scheuing and Johnson 1989; Kelly and Storey 2000). First we focus on challenges in the new business landscape where service competition, IT, and value creation through service, put pressure on companies and markets to develop service offerings preferredby demanding customers. Secondly, we focus on service value creation through favorable customer experiences.

A Correlational Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon

NASA Technical Reports Server (NTRS)

Hunter, Joyce A.

2007-01-01

Between 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".

How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance.

PubMed

Chen, Zhijun; Zhu, Jing; Zhou, Mingjian

2015-03-01

Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance. PsycINFO Database Record (c) 2015 APA, all rights reserved.

Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing.

PubMed

Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai

2015-01-01

Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company.

Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

PubMed Central

Gong, Shuangping; Ji, Jun; Wang, Jinzhao; Sun, Hai

2015-01-01

Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company. PMID:26633967

49 CFR 192.359 - Customer meter installations: Operating pressure.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 49 Transportation 3 2010-10-01 2010-10-01 false Customer meter installations: Operating pressure... SAFETY TRANSPORTATION OF NATURAL AND OTHER GAS BY PIPELINE: MINIMUM FEDERAL SAFETY STANDARDS Customer Meters, Service Regulators, and Service Lines § 192.359 Customer meter installations: Operating pressure...

Achieving Organizational Vision at the DeWitt Army Health Care System Through a Focus on Service Quality.

DTIC Science & Technology

1995-05-01

based upon the variables ’ service quality ’ and ’customer satisfaction.’ Service quality was operationally defined as a gap score by subtracting...regression analysis, a statistically significant relationship was shown to exist: (1) between customer satisfaction and service quality , t(387)=13.566... service quality , customer satisfaction and future choice behavior may assist in preparation for the TRICARE initiative.

Healthscape role towards customer satisfaction in private healthcare.

PubMed

Sahoo, Debajani; Ghosh, Tathagata

2016-07-11

Purpose - The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach - The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings - This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications - The various dimensions of healthcare motives should be viewed as the levers of improving hospitals' service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications - This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value - This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

76 FR 23109 - Enhancing Airline Passenger Protections

Federal Register 2010, 2011, 2012, 2013, 2014

2011-04-25

... Department; expanding the group of carriers that are required to adopt, follow, and audit customer service... carriers to those required to include their contingency plans and customer service plans on their websites..., and audit customer service plans. The rule also defined chronically delayed flights and deemed them to...

47 CFR 14.3 - Exemption for Customized Equipment or Services.

Code of Federal Regulations, 2012 CFR

2012-10-01

... 47 Telecommunication 1 2012-10-01 2012-10-01 false Exemption for Customized Equipment or Services. 14.3 Section 14.3 Telecommunication FEDERAL COMMUNICATIONS COMMISSION GENERAL ACCESS TO ADVANCED COMMUNICATIONS SERVICES AND EQUIPMENT BY PEOPLE WITH DISABILITIES Scope § 14.3 Exemption for Customized Equipment...

47 CFR 14.3 - Exemption for Customized Equipment or Services.

Code of Federal Regulations, 2014 CFR

2014-10-01

... 47 Telecommunication 1 2014-10-01 2014-10-01 false Exemption for Customized Equipment or Services. 14.3 Section 14.3 Telecommunication FEDERAL COMMUNICATIONS COMMISSION GENERAL ACCESS TO ADVANCED COMMUNICATIONS SERVICES AND EQUIPMENT BY PEOPLE WITH DISABILITIES Scope § 14.3 Exemption for Customized Equipment...

47 CFR 14.3 - Exemption for Customized Equipment or Services.

Code of Federal Regulations, 2013 CFR

2013-10-01

... 47 Telecommunication 1 2013-10-01 2013-10-01 false Exemption for Customized Equipment or Services. 14.3 Section 14.3 Telecommunication FEDERAL COMMUNICATIONS COMMISSION GENERAL ACCESS TO ADVANCED COMMUNICATIONS SERVICES AND EQUIPMENT BY PEOPLE WITH DISABILITIES Scope § 14.3 Exemption for Customized Equipment...

The three keys to quality customer service: opening the doors to exceptional performance.

PubMed

Myers, Pennie; Nance, Don W

2002-01-01

Excellence in customer service requires three things. The first is a commitment to a set of principles. These principles reflect beliefs and assumptions that people are valuable and deserve to be treated with dignity and respect. This commitment is expressed to customers by an adherence to six customer-friendly processes and by personnel who possess a high level of skill in the behaviors that make up customer service. When these three requirements are met, laboratorians not only maintain a competitive edge but also fulfill their mission as health-care professionals.

Developing World-Class Customer Service at Navy Field Contracting Activities: An Assessment of the FISC San Diego Regional Contracts Department.

DTIC Science & Technology

1997-06-01

service quality benchmark is determined and then applied to HSC San Diego Regional Contracts Department to assess service ability and identify areas for possible improvement. This assessment process highlights the recent emphasis on improved service quality both in the Federal Government and the private sector. The thesis defines world-class customer service and then describes various aspects of service quality including the customer’s perspective on service, how service is delivered, how to effectively communicate with the

49 CFR 192.357 - Customer meters and regulators: Installation.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 49 Transportation 3 2010-10-01 2010-10-01 false Customer meters and regulators: Installation. 192... SAFETY TRANSPORTATION OF NATURAL AND OTHER GAS BY PIPELINE: MINIMUM FEDERAL SAFETY STANDARDS Customer Meters, Service Regulators, and Service Lines § 192.357 Customer meters and regulators: Installation. (a...

Mining Rare Events Data for Assessing Customer Attrition Risk

NASA Astrophysics Data System (ADS)

Au, Tom; Chin, Meei-Ling Ivy; Ma, Guangqin

Customer attrition refers to the phenomenon whereby a customer leaves a service provider. As competition intensifies, preventing customers from leaving is a major challenge to many businesses such as telecom service providers. Research has shown that retaining existing customers is more profitable than acquiring new customers due primarily to savings on acquisition costs, the higher volume of service consumption, and customer referrals. For a large enterprise, its customer base consists of tens of millions service subscribers, more often the events, such as switching to competitors or canceling services are large in absolute number, but rare in percentage, far less than 5%. Based on a simple random sample, popular statistical procedures, such as logistic regression, tree-based method and neural network, can sharply underestimate the probability of rare events, and often result a null model (no significant predictors). To improve efficiency and accuracy for event probability estimation, a case-based data collection technique is then considered. A case-based sample is formed by taking all available events and a small, but representative fraction of nonevents from a dataset of interest. In this article we showed a consistent prior correction method for events probability estimation and demonstrated the performance of the above data collection techniques in predicting customer attrition with actual telecommunications data.

Better communication makes customer service shine

DOE Office of Scientific and Technical Information (OSTI.GOV)

Singer, S.

1995-01-01

After the terrible winter last year, Robison Oil decided to expand existing telephone equipment to provide the best possible service to our 26,000 customers. We are headquartered in Elmsford, NY, and have branches in Tarrytown and Brewster. Another company, Original Consumer Oil, is headquartered in the Bronx and serves commercial customers in the metropolitan area. Our new expanded communications system gives us shorter customer response time and the ability to resolve customer issues without transferring the customer around like a ping-pong ball. By combining our telephone and computer systems, we have been able to improve customer delivery and service throughmore » faster dispatching. And by using a network of T1 telephone lines between locations with different area codes, we save money on long distance phone charges. We have 12 customer service reps who are a key part of our operation. They enter all service and oil orders as well as handle all billing and credit problems. We wanted a communication system that would help us reduce the response time for customers, as well as let us know how many calls are waiting to be answered. To make their job easier and more productive, especially during the winter months, we upgraded our AT&T System 75 to a Definity G3 System.« less

Customer Service in Ontario's Colleges

ERIC Educational Resources Information Center

Keith, John

2005-01-01

No doubt there are detractors who cringe at the prospect of connecting the term customer service with an institution of higher education. Some may consider the term demeaning. However, given the college funding crisis and current economic climate, a quality customer service strategy is a prudent adjunct to any marketing activity undertaken. It is…

International Variations in Measuring Customer Expectations.

ERIC Educational Resources Information Center

Calvert, Philip J.

2001-01-01

Discussion of customer expectations of library service quality and SERVQUAL as a measurement tool focuses on two studies: one that compared a survey of Chinese university students' expectations of service quality to New Zealand students; and one that investigated national culture as a source of attitudes to customer service. (Author/LRW)

77 FR 49710 - Airworthiness Directives; Sikorsky Aircraft Corporation Helicopters

Federal Register 2010, 2011, 2012, 2013, 2014

2012-08-17

... modifications, installation of a warning relay by following Sikorsky Customer Service Bulletin No. 76- 66-10B... helicopter. Related Service Information We have reviewed the following documents from Sikorsky: Customer... specifies installing an ERB warning relay kit; Customer Service Notice No. 76-113, dated June 1, 1983, which...

77 FR 43369 - Lexisnexis, a Subsidiary of Reed Elsevier Customer Service Department and Fulfillment Department...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-07-24

..., a Subsidiary of Reed Elsevier Customer Service Department and Fulfillment Department, Including On... Including Remote Workers in New York Reporting to Miamisburg, OH; Lexisnexis, a Subsidiary of Reed Elsevier... subsidiary of Reed Elsevier, Inc., Customer Service Department and Fulfillment Department, including on-site...

76 FR 79221 - Penske Logistics, LLC, Customer Service Department General Motors and Tier Finished Goods...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-12-21

..., Customer Service Department General Motors and Tier Finished Goods/Finished Goods Division; a Subsidiary of... Manpower El Paso, TX; Amended Certification Regarding Eligibility To Apply for Worker Adjustment Assistance... should read Penske Logistics, LLC, Customer Service Department, General Motors and Tier Finished Goods...

19 CFR 162.12 - Service of search warrant.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 19 Customs Duties 2 2010-04-01 2010-04-01 false Service of search warrant. 162.12 Section 162.12 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) INSPECTION, SEARCH, AND SEIZURE Search Warrants § 162.12 Service of search warrant. A...

75 FR 51867 - Self-Regulatory Organizations; National Securities Clearing Corporation; Order Approving Proposed...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-23

... Enhance the Process for Transfers Through the Automated Customer Account Transfer Service August 16, 2010... Transfer Service (``ACATS'') system enables Members to effect automated transfers of customer accounts... transfer services and to effect customer account transfers within specified time frames. \\4\\ CNS is an...

75 FR 38579 - Self-Regulatory Organizations; National Securities Clearing Corporation; Notice of Filing of...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-07-02

... To Enhance the Process for Transfers Through the Automated Customer Account Transfer Service June 25... NSCC's process for transfers through the Automated Customer Account Transfer Service (``ACATS''). II... services and to effect customer account transfers within specified time frames. \\4\\ CNS is an ongoing...

Becoming customer-driven: one health system's story.

PubMed

Bagnell, A

1998-01-01

Market research was done by Crozer-Keystone Health System to better understand the new health care consumer. The information will assist in developing, promoting, and delivering products and services of maximum value to current and prospective consumers. The system is responding by bundling and delivering products and services around consumer-based dimensions, developing new and better ways to improve customer convenience, access, and service. Operationalizing these initiatives for change involves building an information infrastructure of extensive content and customer databases, using new technologies to customize communications and ultimately service components.

Customer service: the new battlefield for market share.

PubMed

Zimmerman, D; Zimmerman, P; Lund, C

1997-10-01

In a survey conducted by the authors of the following article, it was determined that more than 50 percent of employers and managed care companies dropped providers who failed customer service standards. Many employers stated that they changed health plans according to their employees' preferences. Managed care organizations reported that they use the data from customer service surveys to choose providers, facilitate contract negotiations, and determine provider bonuses. Healthcare financial professionals can gain competitive advantages and help secure their organizations' financial future by focusing their resources and attention toward customer service issues.

Research on the construction of three level customer service knowledge graph

NASA Astrophysics Data System (ADS)

Cheng, Shi; Shen, Jiajie; Shi, Quan; Cheng, Xianyi

2017-09-01

With the explosion of knowledge and information of the enterprise and the growing demand for intelligent knowledge management and application and improve business performance the knowledge expression and processing of the enterprise has become a hot topic. Aim at the problems of the electric marketing customer service knowledge map (customer service knowledge map) in building theory and method, electric marketing knowledge map of three levels of customer service was discussed, and realizing knowledge reasoning based on Neo4j, achieve good results in practical application.

Is NIPARS Working as Advertised? An Analysis of NIPARS Program Customer Service

DTIC Science & Technology

1992-09-01

AD-A259 733IN I II I ll IMiiiI Gil III 11 AFIT/GLM/LSM/92S- 17 IS NIPARS WORKING AS ADVERTISED ? AN ANALYSIS OFNIPARS PROGRAM CUSTOMER SERVICE THESIS...and/or Dist Speoiai. AFIT/GLM/LSM/92S-17 IS NIPARS WORKING AS ADVERTISED ? AN ANALYSIS OF NIPARS PROGRAM CUSTOMER SERVICE THESIS Presented to the...measures. x1i IS NIPARS WORKING AS ADVERTISED ? AN ANALYSIS OF NIPARS PROGRAM CUSTOMER SERVICE L Introduction 1.1 Overview Foreign policy must start with

Managing hospital quality performance in two related areas: patient care and customer service.

PubMed

Dwore, R B

1993-01-01

The Joint Commission on Accreditation of Healthcare Organization's new emphasis on continuous quality improvement provides hospitals with an opportunity to enhance both customer service as well as patient care. Both are expected by patients and delivered by providers. Patient care is the core product; customer service augments it by adding value and providing the opportunity for a competitive advantage. This article discusses issues for administrators to consider before including customer service as a component of continuous quality improvement and then presents methods for bringing about change.

Research into the influence of internal interdepartmental integration on service innovation and customer loyalty

NASA Astrophysics Data System (ADS)

Huang, Jui-Chan; Wu, Tzu-Jung; Wen, Hao-Ming; Hsin-Fei, Wu; Hairui, Ji

2017-06-01

It is the most important for the company to improve customer value and customer loyalty through service innovation. However, at present, only researches related to organizations or consumer behaviors are conducted, there is rare research into the combination between organization level and consumer behavior, and this research tries to explore this aspect, which is the motivation and contribution of this research. This research aims to explore the relationship between "Interdepartmental Integration", "Service Innovation" and "Customer Loyalty", according to the analysis results, the relationship between "interdepartmental integration and service innovation" and "service innovation and customer loyalty" has a low positive correlation and it reaches significant level; it shows the relationship between "interdepartmental interaction and progressive innovation" and "interdepartmental collaboration and fundamental innovation" is significant.

Complaints as starting point for vicious cycles in customer-employee-interactions.

PubMed

Traut-Mattausch, Eva; Wagner, Sara; Pollatos, Olga; Jonas, Eva

2015-01-01

A ring-model of vicious cycles in customer-employee-interaction is proposed: service employees perceive complaints as a threat to their self-esteem resulting in defense responses such as an increased need for cognitive closure, a devaluation of the customer and their information and degrading service behavior. Confronted with such degrading service behavior, customers react defensively as well, by devaluing the employee for example with regard to his/her competence and by reducing repurchase and positive word-of-mouth (WOM). Three studies investigated each link in this ring-model. In study 1, participants were confronted with an aggressive or neutral customer complaint. Results show that motivated closed-mindedness (one aspect of the need for cognitive closure) increases after an aggressive complaint leading to a devaluation of the customer and their information, and in turn to a degrading service reaction. In study 2, participants were confronted with a degrading or favorable service reaction. Results show that they devaluate the employees' competence after receiving a degrading service reaction and thus reduce their intention to repurchase. In study 3, we finally examined our predictions investigating real customer-employee-interactions: we analyzed data from an evaluation study in which mystery callers tested the service hotline of an airline. Results show that the employees' competence is devaluated after degrading behavior and thus reduces positive WOM.

How rude! Emotional labor as a mediator between customer incivility and employee outcomes.

PubMed

Sliter, Michael; Jex, Steve; Wolford, Katherine; McInnerney, Joanne

2010-10-01

Because of the large number of people employed in service occupations, customer incivility has become an increasingly prevalent and important workplace stressor. Unfortunately, relatively little research has examined the effects of customer incivility; of the research that does exist, virtually all of it has focused solely on employee mental health outcomes. The present study was designed to replicate previous research linking customer incivility to the emotional exhaustion dimension of burnout and to expand on previous research by examining the effects of customer incivility on customer service quality. In addition, two models were proposed and tested in which emotional labor mediated the relationship between customer incivility and outcomes. Data from 120 bank tellers revealed that customer incivility was positively related to emotional exhaustion and negatively related to customer service performance. In addition, both proposed models were supported. Theoretical and practical implications of the findings and future directions are discussed. © 2010 APA, all rights reserved.

Exploring the impact of customer relational benefit on relationship commitment in health service sectors.

PubMed

Weng, Rhay-Hung; Huang, Jin-An; Huang, Ching-Yuan; Huang, Shih-Chang

2010-01-01

An increasing number of health service sectors have begun to implement relationship marketing to try to establish long-term relationship with customers. Customer relational benefit has been an important subject for relationship marketing researchers. This study was conducted to investigate how customer relational benefit might influence relationship commitment in health service sectors. The research used a questionnaire survey that retrieved a total number of 403 valid questionnaires. The data were collected by way of personal visits and investigations of outpatients in three regional hospitals in Taiwan. After the reliability and the validity of the questionnaire sample were examined, the data were verified by using hierarchical regression analysis. Results showed that confidence benefit constituted the most pronounced factor for hospital customers. Confidence benefit, social benefit, and special treatment benefit were perceived by customers as the key factors that have a positive influence on relationship commitment. In particular, customers placing greater emphasis on confidence benefit tended to be less willing to establish relationship commitment. When health service managers develop marketing strategies using customer relational benefit, they will still need to enhance customer confidence benefit as one of the main ways of achieving future improvements. In the event where health service managers seek to install resources for establishing and maintaining a good relationship commitment with customers, the crucial factors of social and special treatment benefits should not be ignored when seeking to enhance the customers' perception of confidence benefit.

Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative

DOEpatents

Harris, Scott H.; Johnson, Joel A.; Neiswanger, Jeffery R.; Twitchell, Kevin E.

2004-03-09

The present invention includes systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a customer service representative. In one embodiment of the invention, a system configured to distribute a telephone call within a network includes a distributor adapted to connect with a telephone system, the distributor being configured to connect a telephone call using the telephone system and output the telephone call and associated data of the telephone call; and a plurality of customer service representative terminals connected with the distributor and a selected customer service representative terminal being configured to receive the telephone call and the associated data, the distributor and the selected customer service representative terminal being configured to synchronize, application of the telephone call and associated data from the distributor to the selected customer service representative terminal.

76 FR 55362 - Proposed Information Collection; Comment Request; NOAA Customer Surveys

Federal Register 2010, 2011, 2012, 2013, 2014

2011-09-07

... Collection; Comment Request; NOAA Customer Surveys AGENCY: National Oceanic and Atmospheric Administration... contained in the OMB Resource Manual for Customer Surveys. In accordance with Executive Order 12862, the... gather customer feedback on services and/or products, which can be used in planning for service/product...

Measuring and improving customer satisfaction with government services

Treesearch

Glen D. Alexander

1995-01-01

Two years ago, Ohio State Park developed a methodology of measuring customer satisfaction, to gauge the effectiveness of our customer service. What follows is a discussion of our installation of systems to measure and improve customer satisfaction, the interpretation of the data, and the positive results we have enjoyed.

Managers' perceptions of customers' satisfactions with their hospital cafeteria services.

PubMed

Johnston, C M; Upton, E M

1991-01-01

It is important that hospital cafeterias deliver products that create customer satisfaction so that financial objectives are met. An exploratory descriptive survey of 12 selected hospital cafeterias used a self-administered questionnaire to determine how satisfied customers were with services provided. It also asked cafeteria managers to give their perceptions of their customers' relative satisfaction/dissatisfaction with the service. Principal components analysis, followed by varimax rotation, identified four underlying constructs of the 15 pre-selected foodservice characteristics used to measure relative satisfaction. A multiple regression model, controlling for country, hospital size and customer demographics, in which the dependent variable was overall rating, found that the independent variables, the underlying rating constructs--food and service--made a much greater impact on overall rating than environment and accessibility. Most cafeteria managers' predictions about their customers' satisfaction were within two standard deviations of their customers' mean scores of satisfaction. While the managers' close association with their service may have accounted for this, it does not necessarily follow that they have the power to implement policy and product improvements.

Linking service quality, customer satisfaction, and behavioral intention.

PubMed

Woodside, A G; Frey, L L; Daly, R T

1989-12-01

Based on the service quality and script theory literature, a framework of relationships among service quality, customer satisfaction, and behavioral intention for service purchases is proposed. Specific models are developed from the general framework and the models are applied and tested for the highly complex and divergent consumer service of overnight hospital care. Service quality, customer satisfaction, and behavioral intention data were collected from recent patients of two hospitals. The findings support the specific models and general framework. Implications for theory, service marketing, and future research are discussed.

Determining customer satisfaction in anatomic pathology.

PubMed

Zarbo, Richard J

2006-05-01

Measurement of physicians' and patients' satisfaction with laboratory services has become a standard practice in the United States, prompted by national accreditation requirements. Unlike other surveys of hospital-, outpatient care-, or physician-related activities, no ongoing, comprehensive customer satisfaction survey of anatomic pathology services is available for subscription that would allow continual benchmarking against peer laboratories. Pathologists, therefore, must often design their own local assessment tools to determine physician satisfaction in anatomic pathology. To describe satisfaction survey design that would elicit specific information from physician customers about key elements of anatomic pathology services. The author shares his experience in biannually assessing customer satisfaction in anatomic pathology with survey tools designed at the Henry Ford Hospital, Detroit, Mich. Benchmarks for physician satisfaction, opportunities for improvement, and characteristics that correlated with a high level of physician satisfaction were identified nationally from a standardized survey tool used by 94 laboratories in the 2001 College of American Pathologists Q-Probes quality improvement program. In general, physicians are most satisfied with professional diagnostic services and least satisfied with pathology services related to poor communication. A well-designed and conducted customer satisfaction survey is an opportunity for pathologists to periodically educate physician customers about services offered, manage unrealistic expectations, and understand the evolving needs of the physician customer. Armed with current information from physician customers, the pathologist is better able to strategically plan for resources that facilitate performance improvements in anatomic pathology laboratory services that align with evolving clinical needs in health care delivery.

Analysis of NPS Contracting Service Quality

DTIC Science & Technology

2014-12-01

customer expectations is what they “hear from other customers ” or word of mouth communications (Zeithaml et al., 1990). The second factor... satisfaction and customer satisfaction (Hallowell et al., 1996). If a service quality gap exists between the provider and the customer , that gap could...identify a problem with provider job satisfaction , customer satisfaction , or both. In turn, by identifying potential problems in these areas, it could

A study on M/G/1 retrial G - queue with two phases of service, immediate feedback and working vacations

NASA Astrophysics Data System (ADS)

Varalakshmi, M.; Chandrasekaran, V. M.; Saravanarajan, M. C.

2017-11-01

In this paper, we discuss about the steady state behaviour of M/G/1 retrial queueing system with two phases of services and immediate feedbacks under working vacation policy where the regular busy server is affected due to the arrival of negative customers. Upon arrival if the customer finds the server busy, breakdown or on working vacation it enters an orbit; otherwise the customer enters into the service area immediately. After service completion, the customer is allowed to make finite number of immediate feedback. The feedback service also consists of two phases. At the service completion epoch of a positive customer, if the orbit is empty the server goes for a working vacation. The server works at a lower service rate during working vacation (WV) period. Using the supplementary variable technique, we found out the steady state probability generating function for the system and in orbit. System performance measures and reliability measures are discussed. Finally, some numerical examples are presented to validate the analyticalresults.

Effect of E-Service Quality on Customer Online Repurchase Intentions

ERIC Educational Resources Information Center

Liu, Tung-Hsuan

2012-01-01

In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

Customer service and overall satisfaction with angling experiences

Treesearch

Thomas D. Wickham; Alan R. Graefe; Robert C. Burns

2003-01-01

This study explores the relationship between individual customer service items and satisfaction with facilities, services, information, recreation experience and overall quality of fishing for a diverse group of anglers at lakes in the New England region. Recent attention to customers and their experiences and attitudes has increased the interest of, both managers and...

22 CFR 61.8 - Coordination with United States Customs Service.

Code of Federal Regulations, 2013 CFR

2013-04-01

... 22 Foreign Relations 1 2013-04-01 2013-04-01 false Coordination with United States Customs Service. 61.8 Section 61.8 Foreign Relations DEPARTMENT OF STATE PUBLIC DIPLOMACY AND EXCHANGES WORLD-WIDE FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing...

22 CFR 61.8 - Coordination with United States Customs Service.

Code of Federal Regulations, 2014 CFR

2014-04-01

... 22 Foreign Relations 1 2014-04-01 2014-04-01 false Coordination with United States Customs Service. 61.8 Section 61.8 Foreign Relations DEPARTMENT OF STATE PUBLIC DIPLOMACY AND EXCHANGES WORLD-WIDE FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing...

22 CFR 61.8 - Coordination with United States Customs Service.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 22 Foreign Relations 1 2012-04-01 2012-04-01 false Coordination with United States Customs Service. 61.8 Section 61.8 Foreign Relations DEPARTMENT OF STATE PUBLIC DIPLOMACY AND EXCHANGES WORLD-WIDE FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing...

77 FR 43071 - MPS Customer Group v. Maine Public Service Company; Notice of Complaint

Federal Register 2010, 2011, 2012, 2013, 2014

2012-07-23

... DEPARTMENT OF ENERGY Federal Energy Regulatory Commission [Docket No. EL12-84-000] MPS Customer Group v. Maine Public Service Company; Notice of Complaint Take notice that on July 13, 2012, pursuant..., MPS Customer Group (Complainant) filed a formal complaint against Maine Public Service Company (MPS or...

76 FR 26779 - Self-Regulatory Organizations; Financial Industry Regulatory Authority, Inc.; Notice of Filing of...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-05-09

... customer, to provide a written statement to the customer describing the types of accounts and services it... otherwise owes to retail customers. See Regulatory Notice 10-54 (October 2010) (Disclosure of Services... charges and service fees disclosed in the prospectus fee tables of investment [[Page 26780

Saying What We Will Do, and Doing What We Say: Implementing a Customer Service Plan.

ERIC Educational Resources Information Center

Wehmeyer, Susan; And Others

1996-01-01

Contends that the corporate literature on customer service is significantly applicable to academic libraries, and chronicles the development, implementation, and evaluation of a customer pledge at the Wright State University Libraries in Dayton, Ohio. The text of the fall 1995 version of the service pledge is appended. (BEW)

Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem

ERIC Educational Resources Information Center

Epps, Sharon K.; Kidd, Judith; Negro, Toni; Sayles, Sheridan L.

2016-01-01

High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working…

22 CFR 61.8 - Coordination with United States Customs Service.

Code of Federal Regulations, 2011 CFR

2011-04-01

... 22 Foreign Relations 1 2011-04-01 2011-04-01 false Coordination with United States Customs Service. 61.8 Section 61.8 Foreign Relations DEPARTMENT OF STATE PUBLIC DIPLOMACY AND EXCHANGES WORLD-WIDE FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing...

75 FR 20427 - Agency Information Collection (Insurance Surveys) Activities Under OMB Review

Federal Register 2010, 2011, 2012, 2013, 2014

2010-04-19

... to determine the kind and quality of services they want and their level of satisfaction with existing service. Customer satisfaction surveys are used to gauge customer perceptions of VA services as well as customer expectations and desires. An agency may not conduct or sponsor, and a person is not required to...

75 FR 54184 - Notice of Determinations Regarding Eligibility to Apply for Worker Adjustment Assistance

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-03

... and March 8, 2009. Customer Service Lowell, AR. Department. 73,676B Apria Healthcare, Bullhead City and March 8, 2009. Customer Service Other Cities, AZ. Department. 73,676C Apria Healthcare, Lancaster and Other March 8, 2009. Customer Service Cities, CA. Department. 73,676D Apria Healthcare, Durango...

76 FR 19473 - Chrysler Financial Services Americas, LLC, a Subsidiary of FinCo Intermediate Holding Co., LLC...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-04-07

... Services Americas, LLC, a Subsidiary of FinCo Intermediate Holding Co., LLC, Troy Customer Contact Center... Co., LLC, Troy Customer Contact Center, Troy, Michigan (subject firm). The Department's Notice was... Services Americas, LLC, a subsidiary of FinCo Intermediate Holding Co., LLC, Troy Customer Contact Center...

22 CFR 61.8 - Coordination with United States Customs Service.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 22 Foreign Relations 1 2010-04-01 2010-04-01 false Coordination with United States Customs Service. 61.8 Section 61.8 Foreign Relations DEPARTMENT OF STATE PUBLIC DIPLOMACY AND EXCHANGES WORLD-WIDE FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing...

Can't get it out of my mind: employee rumination after customer mistreatment and negative mood in the next morning.

PubMed

Wang, Mo; Liu, Songqi; Liao, Hui; Gong, Yaping; Kammeyer-Mueller, John; Shi, Junqi

2013-11-01

Drawing on cognitive rumination theories and conceptualizing customer service interaction as a goal attainment situation for service employees, the current study examined employee rumination about negative service encounters as an intermediate cognitive process that explains the within-person fluctuations in negative emotional reactions resulting from customer mistreatment. Multilevel analyses of 149 call-center employees' 1,189 daily surveys revealed that on days that a service employee received more (vs. less) customer mistreatment, he or she ruminated more (vs. less) at night about negative encounters with customers, which in turn led to higher (vs. lower) levels of negative mood experienced in the next morning. In addition, service rule commitment and perceived organizational support moderated the within-person effect of customer mistreatment on rumination, such that this effect was stronger among those who had higher (vs. lower) levels of service rule commitment but weaker among those who had higher (vs. lower) levels of perceived organizational support. Theoretical and practical implications of these findings are discussed. (c) 2013 APA, all rights reserved.

New shortwave solar radiometer with information-based sparse sampling

DOE Office of Scientific and Technical Information (OSTI.GOV)

Simpson, M.L.; Carnal, C.L.; Ericson, M.N.

1991-01-01

A new concept for a real-time shortwave solar radiometer is presented, based on the premise that high resolution measurements of the shortwave solar spectrum are needed only in wavelength regions where the atmospheric physics are changing rapidly with respect to {Lambda}. The design features holographic optical elements (HOEs) for nonuniform sampling of the spectrum, customized photocells, and temperature-compensated monolithic wide dynamic range amplifiers. Preliminary results show full spectrum reconstruction accuracies to < 3% with a 10:1 reduction in the number of photocells required. 9 refs.

New shortwave solar radiometer with information-based sparse sampling

DOE Office of Scientific and Technical Information (OSTI.GOV)

Simpson, M.L.; Carnal, C.L.; Ericson, M.N.

1991-12-31

A new concept for a real-time shortwave solar radiometer is presented, based on the premise that high resolution measurements of the shortwave solar spectrum are needed only in wavelength regions where the atmospheric physics are changing rapidly with respect to {Lambda}. The design features holographic optical elements (HOEs) for nonuniform sampling of the spectrum, customized photocells, and temperature-compensated monolithic wide dynamic range amplifiers. Preliminary results show full spectrum reconstruction accuracies to < 3% with a 10:1 reduction in the number of photocells required. 9 refs.

Measuring patient satisfaction.

PubMed

Levin, Roger

2005-03-01

Many businesses use customer satisfaction surveys successfully. You may notice that you find one in almost every restaurant or hotel room. I do not think it is a coincidence that the hotel industry provides some of the finest customer service available. When it comes to providing excellent customer service, dental practices can learn from businesses that regularly assess customer satisfaction.

76 FR 34177 - Privacy Act of 1974: Implementation of Exemptions; U.S. Citizenship and Immigration Services...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-06-13

... and Customs Enforcement, Customs and Border Protection--001 Alien File, Index, and National File... Services, Immigration and Customs Enforcement, and Customs and Border Protection--001 Alien File, Index... border protection processes. The Alien File (A-File), Index, and National File Tracking System of Records...

An integrative fuzzy Kansei engineering and Kano model for logistics services

NASA Astrophysics Data System (ADS)

Hartono, M.; Chuan, T. K.; Prayogo, D. N.; Santoso, A.

2017-11-01

Nowadays, customer emotional needs (known as Kansei) in product and especially in services become a major concern. One of the emerging services is the logistics services. In obtaining a global competitive advantage, logistics services should understand and satisfy their customer affective impressions (Kansei). How to capture, model and analyze the customer emotions has been well structured by Kansei Engineering, equipped with Kano model to strengthen its methodology. However, its methodology lacks of the dynamics of customer perception. More specifically, there is a criticism of perceived scores on user preferences, in both perceived service quality and Kansei response, whether they represent an exact numerical value. Thus, this paper is proposed to discuss an approach of fuzzy Kansei in logistics service experiences. A case study in IT-based logistics services involving 100 subjects has been conducted. Its findings including the service gaps accompanied with prioritized improvement initiatives are discussed.

Service quality in community pharmacy: an exploration of determinants.

PubMed

White, Lesley; Klinner, Christiane

2012-01-01

Although various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs' understanding of service quality and its determinants. This study aimed to explore the perceptions of pharmacy staff regarding the factors that constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality. Structured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in 3 community pharmacies in Sydney. The interview questions focused on the participants' perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery, and the communication to customers. From the pharmacy staff perspective, service quality is significantly limited by insufficient internal communication and control processes that impede role clarity and the resolution of conflicting role expectations among customer service personnel. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable, and accepted quality specifications by pharmacy management. The study indicates that the extent to which pharmacy management sets, maintains, and communicates service quality specifications to staff directly affects role clarity, role conflict, and organizational commitment among customer service staff, which in turn directly influence the level of service quality provided to the customers. Copyright © 2012 Elsevier Inc. All rights reserved.

Patterns of chemical residues detected in US beef carcasses between 1991 and 1993.

PubMed

Gibbons, S N; Kaneene, J B; Lloyd, J W

1996-08-01

A study of data from 12 states in the Food Safety Inspection Service's Residue Violation Information System was conducted to describe patterns of violative chemical residues in US beef during 1991, 1992, and 1993. In 1991, 3,249 violative residues were found in 2,734 carcasses in the 12 states included in the study. In 1992, 3,132 violative residues were found in 2,813 carcasses, and in 1993, 2,317 violative residues were found in 2,051 carcasses. During each of the 3 years, the Calf Antibiotic and Sulfonamide Test and Swab Test On Premises projects detected most of the violative residues, and producers/independent growers and dairy farms were recorded as the responsible sources for most of the violations. Also, most of the animals found to have violative residues were bob calves and culled cows. In bob calves, neomycin was the most frequently identified violative chemical, followed by tetracycline, gentamicin, oxytetracycline, and penicillin. In culled cows, penicillin was the most frequently identified violative chemical and was the chemical most frequently found in combination with other chemicals in cows with multiple violative residues. Distribution patterns of violative chemical residues by slaughter class and residue type varied among the 5 Food Safety Inspection Service regions. These specific regional characteristics support the need for customized intervention, education, assessment, and prevention programs.

Improving customer service. It's not just what's in the box.

PubMed

Redling, Robert

2003-08-01

Patient satisfaction scores can plummet when medical emergencies throw schedules into disarray or a receptionist ignores a patient at the front desk. Patients' expectations of good customer service have been shaped by technological conveniences and the concerted efforts of retailers, restaurants and other service providers. Physician leaders and administrators can improve customer service by paying more attention to organizational culture, physician behavior, staff incentives, hiring practices and team-building.

How the Kano model contributes to Kansei engineering in services.

PubMed

Hartono, Markus; Chuan, Tan Kay

2011-11-01

Recent studies show that products and services hold great appeal if they are attractively designed to elicit emotional feelings from customers. Kansei engineering (KE) has good potential to provide a competitive advantage to those able to read and translate customer affect and emotion in actual product and services. This study introduces an integrative framework of the Kano model and KE, applied to services. The Kano model was used and inserted into KE to exhibit the relationship between service attribute performance and customer emotional response. Essentially, the Kano model categorises service attribute quality into three major groups (must-be [M], one-dimensional [O] and attractive [A]). The findings of a case study that involved 100 tourists who stayed in luxury 4- and 5-star hotels are presented. As a practical matter, this research provides insight on which service attributes deserve more attention with regard to their significant impact on customer emotional needs. STATEMENT OF RELEVANCE: Apart from cognitive evaluation, emotions and hedonism play a big role in service encounters. Through a focus on delighting qualities of service attributes, this research enables service providers and managers to establish the extent to which they prioritise their improvement efforts and to always satisfy their customer emotions beyond expectation.

Factor selection for service quality evaluation: a hospital case study.

PubMed

Ameryoun, Ahmad; Najafi, Seyedvahid; Nejati-Zarnaqi, Bayram; Khalilifar, Seyed Omid; Ajam, Mahdi; Ansarimoghadam, Ahmad

2017-02-13

Purpose The purpose of this paper is to develop a systematic approach to predict service quality dimension's influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor's impact on the PSQI. Findings A new service quality dimension named "trust in services" was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital's service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. "Trust in services" has the strongest influence on PSQI followed by "tangibles," "assurance," "empathy," and "responsiveness," respectively. Practical implications This work gives managers insight into service quality by following a systematic method; i.e., measuring perceived service quality from the customer viewpoint and service factors' impact on customer perception. Originality/value The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.

The effects of temperature on service employees' customer orientation: an experimental approach.

PubMed

Kolb, Peter; Gockel, Christine; Werth, Lioba

2012-01-01

Numerous studies have demonstrated how temperature can affect perceptual, cognitive and psychomotor performance (e.g. Hancock, P.A., Ross, J., and Szalma, J., 2007. A meta-analysis of performance response under thermal stressors. Human Factors: The Journal of the Human Factors and Ergonomics Society, 49 (5), 851-877). We extend this research to interpersonal aspects of performance, namely service employees' and salespeople's customer orientation. We combine ergonomics with recent research on social cognition linking physical with interpersonal warmth/coldness. In Experiment 1, a scenario study in the lab, we demonstrate that student participants in rooms with a low temperature showed more customer-oriented behaviour and gave higher customer discounts than participants in rooms with a high temperature - even in zones of thermal comfort. In Experiment 2, we show the existence of alternative possibilities to evoke positive temperature effects on customer orientation in a sample of 126 service and sales employees using a semantic priming procedure. Overall, our results confirm the existence of temperature effects on customer orientation. Furthermore, important implications for services, retail and other settings of interpersonal interactions are discussed. Practitioner Summary: Temperature effects on performance have emerged as a vital research topic. Owing to services' increasing economic importance, we transferred this research to the construct of customer orientation, focusing on performance in service and retail settings. The demonstrated temperature effects are transferable to services, retail and other settings of interpersonal interactions.

Designing--and sustaining the gains from--a service strategy.

PubMed

deRoulet, D G

1993-01-01

Every company needs to develop a strategic approach to customer service. This article describes how to structure a service strategy, and how business partnerships can be used to enhance the customer service function.

Customer-Provider Strategic Alignment: A Maturity Model

NASA Astrophysics Data System (ADS)

Luftman, Jerry; Brown, Carol V.; Balaji, S.

This chapter presents a new model for assessing the maturity of a ­customer-provider relationship from a collaborative service delivery perspective: the Customer-Provider Strategic Alignment Maturity (CPSAM) Model. This model builds on recent research for effectively managing the customer-provider relationship in IT service outsourcing contexts and a validated model for assessing alignment across internal IT service units and their business customers within the same organization. After reviewing relevant literature by service science and information systems researchers, the six overarching components of the maturity model are presented: value measurements, governance, partnership, communications, human resources and skills, and scope and architecture. A key assumption of the model is that all of the components need be addressed to assess and improve customer-provider alignment. Examples of specific metrics for measuring the maturity level of each component over the five levels of maturity are also presented.

Systematically Prioritizing Media Services and Customers.

ERIC Educational Resources Information Center

Butler, David; Butler, Janice

1979-01-01

Suggests standard operating procedures for non-routine and low priority customer requests for media services and gives an example of prioritizing the distribution of audiovisual presentation services. (RAO)

The consumer revolution arrives. Using smart customer service to attract, educate, & retain satisfied members & lower costs.

PubMed

O'Connor, K

1994-06-01

Across the country, managed care organizations pursue ways to enhance customer service and maintain member satisfaction, without breaking the bank by authorizing unnecessary services. One method gaining popularity is reducing customer demand for inappropriate services through education. Approaches include welcome-to-the-plan calls, member education, automated and in-person answer lines, and 24-hour telephone coverage. Several firms have recognized the need for such services, and offer them to HMOs on an outsourcing basis, with generally positive results.

18 CFR 154.208 - Service of tariff filings on customers and other parties.

Code of Federal Regulations, 2011 CFR

2011-04-01

... 18 Conservation of Power and Water Resources 1 2011-04-01 2011-04-01 false Service of tariff filings on customers and other parties. 154.208 Section 154.208 Conservation of Power and Water Resources... SCHEDULES AND TARIFFS Procedures for Changing Tariffs § 154.208 Service of tariff filings on customers and...

18 CFR 154.208 - Service of tariff filings on customers and other parties.

Code of Federal Regulations, 2014 CFR

2014-04-01

... 18 Conservation of Power and Water Resources 1 2014-04-01 2014-04-01 false Service of tariff filings on customers and other parties. 154.208 Section 154.208 Conservation of Power and Water Resources... SCHEDULES AND TARIFFS Procedures for Changing Tariffs § 154.208 Service of tariff filings on customers and...

18 CFR 154.208 - Service of tariff filings on customers and other parties.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 18 Conservation of Power and Water Resources 1 2012-04-01 2012-04-01 false Service of tariff filings on customers and other parties. 154.208 Section 154.208 Conservation of Power and Water Resources... SCHEDULES AND TARIFFS Procedures for Changing Tariffs § 154.208 Service of tariff filings on customers and...

18 CFR 154.208 - Service of tariff filings on customers and other parties.

Code of Federal Regulations, 2013 CFR

2013-04-01

... 18 Conservation of Power and Water Resources 1 2013-04-01 2013-04-01 false Service of tariff filings on customers and other parties. 154.208 Section 154.208 Conservation of Power and Water Resources... SCHEDULES AND TARIFFS Procedures for Changing Tariffs § 154.208 Service of tariff filings on customers and...

A methodological comparison of customer service analysis techniques

Treesearch

James Absher; Alan Graefe; Robert Burns

2003-01-01

Techniques used to analyze customer service data need to be studied. Two primary analysis protocols, importance-performance analysis (IP) and gap score analysis (GA), are compared in a side-by-side comparison using data from two major customer service research projects. A central concern is what, if any, conclusion might be different due solely to the analysis...

United States Southern Command * Home

Science.gov Websites

know how we are doing through Interactive Customer Evaluation (ICE) Passports & Visas Mission ] Customer Service Hours Monday - Friday 08:00 a.m. to 11:00 a.m and 2:30 p.m. to 4:00 pm. Passport and Visa endorsement or warranty of their respective services. We are committed to quality customer service. Let us

No More "Magic Aprons": Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries

ERIC Educational Resources Information Center

Clark, Karlene T.; Walker, Stephanie R.

2017-01-01

The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…

29 CFR 552.101 - Domestic service employment.

Code of Federal Regulations, 2011 CFR

2011-07-01

... case of an individual or family traveling on vacation. A separate and distinct dwelling maintained by... domestic service employees. (c) In determining the total hours worked, the employer must include all time the employee is required to be on the premises or on duty and all time the employee is suffered or...

Examining the Premises Supporting the Empirically Supported Intervention Approach to Social Work Practice

ERIC Educational Resources Information Center

McBeath, Bowen; Briggs, Harold E.; Aisenberg, Eugene

2010-01-01

Federal, state, and local policymakers and funders have increasingly organized human service delivery functions around the selection and implementation of empirically supported interventions (ESIs), under the expectation that service delivery through such intervention frameworks results in improvements in cost-effectiveness and system performance.…

78 FR 8444 - Energy Efficiency and Conservation Loan Program Programmatic Environmental Assessment

Federal Register 2010, 2011, 2012, 2013, 2014

2013-02-06

... Recipients' service territories (Ultimate Recipients) for EE improvements at the Ultimate Recipients... area of previous disturbance, but a review of National Resources Conservation Service (NRCS) soils maps shows that the Ultimate Recipient's premises is not within a hydric soil unit which is one of the three...

Assessment of Goods and Valuation of Ecosystem Services (AGAVES), San Pedro River Basin, U.S./Mexico

EPA Science Inventory

A consortium of federal, academic, and non-government organizations (NGO) partners have established a collaborative research enterprise in the San Pedro River Basin to develop methods, standards, and tools to assess and value ecosystem goods and services. The central premise of e...

A Response to the Invited Commentaries on Wallace and Beange (2008)

ERIC Educational Resources Information Center

Wallace, Robyn A.; Beange, Helen

2008-01-01

This article presents the authors' response to the invited commentaries on their paper (Wallace and Beange, 2008). On the point of "specialism", the authors emphasise a fundamental premise of their argument: the proposed "specialist" hospital-based service is inherently enmeshed within generic services at the hospital level,…

Customer orientation among employees in public administration: a transnational, longitudinal study.

PubMed

Korunka, Christian; Scharitzer, Dieter; Carayon, Pascale; Hoonakker, Peter; Sonnek, Angelika; Sainfort, Francois

2007-05-01

The relation between ergonomic principles and quality management initiatives, both, in the private and public sector, has received increasing attention in the recent years. Customer orientation among employees is not only an important quality principle, but also an essential prerequisite for customer satisfaction, especially in service organizations. In this context, the objective of introducing new public management (NPM) in public-service organizations is to increase customer orientation among employees who are at the forefront of service providing. In this study, we developed a short scale to measure perceived customer orientation. In two separate longitudinal studies carried out in Austria and the US, we analyzed changes in customer orientation resulting from the introduction of NPM. In both organizations, we observed a significant increase in customer orientation. Perceived customer orientation was related to job characteristics, organizational characteristics and employee quality of working life. Creating positive influences on these characteristics within the framework of an organizational change process has positive effects on employee customer orientation.

Haz-Map: Information on Hazardous Chemicals and Occupational Diseases

MedlinePlus

... Occupational Activities Industries Job Tasks Processes Symptoms/Findings Customer Service: tehip@teh.nlm.nih.gov Specialized Information Services ... Health Disclaimer Notice Privacy Last Updated: October 2017 Customer Service: tehip@teh.nlm.nih.gov Specialized Information Services ...

18 CFR 154.208 - Service of tariff filings on customers and other parties.

Code of Federal Regulations, 2010 CFR

2010-04-01

... filings on customers and other parties. 154.208 Section 154.208 Conservation of Power and Water Resources... SCHEDULES AND TARIFFS Procedures for Changing Tariffs § 154.208 Service of tariff filings on customers and other parties. (a) On or before the filing date, the company must serve, upon all customers as of the...

Management of Customer Service in Terms of Logistics Information Systems

NASA Astrophysics Data System (ADS)

Kampf, Rudolf; Ližbetinová, Lenka; Tišlerová, Kamila

2017-03-01

This paper is focused on perceiving the logistic services as the competition advantage in frame of the ecommerce. Customers consider their purchases in its complexity and all the logistic services should be designed to meet with customers' preferences as much as possible. Our aim was to identify and evaluate of customers perceiving in frame of sales proposals offered by e-shops. Collected data of research were processed with the usage of cluster analysis. The aim of this paper is to present the results and conclusions from this research with focus on the elements of logistics services within e-commerce. These outputs can be used for knowledge base of information systems through which enterprises evaluate their decisions and selection of variants. For the enterprise, it is important to appropriate decisions about resource allocation and design of the structure of logistics services were set based on real customer preferences.

Affecting the value chain through supplier kaizen.

PubMed

Forman, C R; Vargas, D H

1999-02-01

In the aerospace industry, typically 60 percent of a product's cost and 70 percent of the lead time are due to purchased material. To affect price and customer responsiveness, improvement initiatives must be extended into the supply chain. Many companies have developed supply base management systems that include long-term agreements with suppliers, partnering with suppliers in risk taking and product design, information sharing, and quality and delivery rating systems. The premise is that suppliers are an extension of the factory. But to take full advantage of customer-supplier relationships, the suppliers must be "developed" in the same manner as a manufacturing unit. Supplier kaizen is a method of bringing suppliers to the same level of operations as the parent company, through training and improvement projects, to ensure superior performance and nurture the trust that is required for strong partnerships. This article describes Sikorsky Aircraft's use of kaizen to improve its supply base management.

Predicting Innovation Acceptance by Simulation in Virtual Environments (Theoretical Foundations)

NASA Astrophysics Data System (ADS)

León, Noel; Duran, Roberto; Aguayo, Humberto; Flores, Myrna

This paper extends the current development of a methodology for Computer Aided Innovation. It begins with a presentation of concepts related to the perceived capabilities of virtual environments in the Innovation Cycle. The main premise establishes that it is possible to predict the acceptance of a new product in a specific market, by releasing an early prototype in a virtual scenario to quantify its general reception and to receive early feedback from potential customers. The paper continues to focus this research on a synergistic extension of techniques that have their origins in optimization and innovation disciplines. TRIZ (Theory of Inventive Problem Solving), extends the generation of variants with Evolutionary Algorithms (EA) and finally to present the designer and the intended customer, creative and innovative alternatives. All of this developed on a virtual software interface (Virtual World). The work continues with a general description of the project as a step forward to improve the overall strategy.

Economy of Force: Continuous Process Improvement And The Air Service

DTIC Science & Technology

2017-06-01

a household goods move, viewed from the perspective of a customer when interacting with a service organization, assists in demonstrating this...improvement (CPI) as well. The components of a process that deliver a value-added effect to a consumer of the goods or services generated by the process...CPI is largely about the “voice of the customer ” and all organizations, service or production based, have customers and processes. There are value

39 CFR 3055.91 - Consumer access to postal services.

Code of Federal Regulations, 2011 CFR

2011-07-01

... 39 Postal Service 1 2011-07-01 2011-07-01 false Consumer access to postal services. 3055.91 Section 3055.91 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.91 Consumer access to postal services. (a) The...

Using a Service Audit Project for Improving Student Learning in a Service-Marketing Course

ERIC Educational Resources Information Center

Gonzalez-Padron, Tracy; Ferguson, Jeffery M.

2015-01-01

Service-marketing education provides students customer service skills sought by employers who recognize the relationship between service and profit. Students in service marketing benefit from active-learning activities with actual organizations to apply customer service frameworks taught in the course. The purpose of this paper is to describe an…

Evaluation Method for Service Branding Using Word-of-Mouth Data

NASA Astrophysics Data System (ADS)

Shirahada, Kunio; Kosaka, Michitaka

Development and spread of internet technology contributes service firms to obtaining the high capability of brand information transmission as well as relative customer feedback data collection. In this paper, we propose a new evaluation method for service branding using firms and consumers data on the internet. Based on service marketing 7Ps (Product, Price, Place, Promotion, People, Physical evidence, Process) which are the key viewpoints for branding, we develop a brand evaluation system including coding methods for Word-of-Mouth (WoM) and corporate introductory information on the internet to identify both customer's service value recognition vector and firm's service value proposition vector. Our system quantitatively clarify both customer's service value recognition of the firm and firm's strength in service value proposition, thereby analyzing service brand communication gaps between firm and consumers. We applied this system to Japanese Ryokan hotel industry. Using six ryokan-hotels' data on Jyaran-net and Rakuten travel, we made totally 983 codes from WoM information and analyzed their service brand value according to three price based categories. As a result, we found that the characteristics of customers' service value recognition vector differ according to the price categories. In addition, the system clarified that there is a firm that has a different service value proposition vector from customers' recognition vector. This helps to analyze corporate service brand strategy and has a significance as a system technology supporting service management.

Gaining customer knowledge: obtaining and using customer judgments for hospitalwide quality improvement.

PubMed

Nelson, E C; Caldwell, C; Quinn, D; Rose, R

1991-03-01

Customer knowledge is an essential feature of hospitalwide quality improvement. All systems and processes have customers. The aim is to use customer knowledge and voice of the customer measurement to plan, design, improve, and monitor these systems and processes continuously. In this way, the hospital stands the best chance of meeting customers' needs and, hopefully, delivering services that are so outstanding that customers will be surprised and delighted. There are many methods, both soft and hard, that can be used to increase customer knowledge. One useful strategy is to use a family of quality measures that reflect the voice of the customer. These measures can generate practical and powerful customer knowledge information that is essential to performing strategic planning, deploying quality policy, designing new services, finding targets for improvements, and monitoring those continuous improvements based on customers' judgments.

26 CFR 301.6103(l)(14)-1 - Disclosure of return information to United States Customs Service.

Code of Federal Regulations, 2010 CFR

2010-04-01

... States Customs Service. 301.6103(l)(14)-1 Section 301.6103(l)(14)-1 Internal Revenue INTERNAL REVENUE... Information and Returns Returns and Records § 301.6103(l)(14)-1 Disclosure of return information to United States Customs Service. (a) General rule. Pursuant to the provisions of section 6103(l)(14) of the...

Quality of customer service: perceptions from guests in all-inclusive resorts in Jamaica

Treesearch

Joel L. Frater

2007-01-01

With data collected from guests in all-inclusive resorts in Jamaica, West Indies, the purposes of this study were to: (1) delineate unique dimensions of customer service perceptions among guests and (2) report the finding of a study that measured guests' perceptions of the quality of customer service in all-inclusive resorts. The study asked the following research...

Increasing your HCAHPS scores with Extreme Customer Service.

PubMed

Clouarte, Joe

2016-10-01

Providing great customer service is extremely critical in the healthcare setting, especially when it comes to HCAHBPS (Hospital Consumer Assessment of Health care Providers and Systems) scores, the author says. While there are several service training programs within healthcare, they often require six to eight minutes of interaction with patients or guests. This works well for clinical staff, he says, but when it comes to non-clinical staff, including security officers, many times they only have fifteen or thirty seconds to create positive patient or guest experience. In this article he describes Extreme Customer Service © a program he has developed to fill that customer gap for non-clinical staff.

A Multi-organisational Approach to Service Delivery

NASA Astrophysics Data System (ADS)

Purchase, Valerie; Mills, John; Parry, Glenn

Who is involved in delivering a service? There has been growing recognition in a wide variety of contexts that service is increasingly being delivered by multi-rather than single-organisational entities. Such recognition is evident not only in our experience but in a number of areas of literature including strategy development, core competence analysis, operations and supply chain management, and is reflected in and further facilitated by ICT developments. Customers have always been involved in some degree in the process of value delivery and such involvement is increasing to include complex co-creation of value. Such interactions are challenging when they involve individual customers, however, this becomes ever more challenging when the 'customer' is another organisation or when there are multiple 'customers'. Within this chapter we will consider some of the key drivers for a multi-organisational approach to service delivery; examine the ways in which the parties involved in service co-creation have expanded to include multiple service providers and customers; and finally, identify some of the challenges created by a multi-organisational approach to service delivery.

PubMed Central

2012-01-01

The Walt Disney Company has never lost sight of its founder's edict: “Give the public everything you can give them.” From this simple statement, everyone at Disney strives to exceed customer expectations every day. For more than 80 years this singular pursuit of excellence in delivering consistent quality service has earned the Disney organization a world-renowned reputation and ongoing business success. Uncover some of the secrets behind the Disney service culture and processes. In this session, you will examine the time-tested model for delivering world-class Guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You can then use these ideas to transform and improve your own organization's delivery of quality service. You will learn how to: Develop an organizational culture that supports consistent delivery of quality service.Evaluate the Disney approach and tailor it to your business.Design quality service standards and processes to raise the level of customer satisfaction.Create metrics to gauge the needs, perceptions and expectations of your customers.Enable employees, settings and processes to convey your quality service commitment.Implement a strategic plan for monitoring the delivery of seamless customer experiences.

Impact of Affirmative Action on Quality of Service Delivery in the Public Service Sector of Kenya: A Comparative Case Study of the Ministry of State in the Office of the President and Ministry of Higher Education

ERIC Educational Resources Information Center

Kilonzo, Evans Mbuthi; Ikamari, Lawrence

2015-01-01

This study was carried out to determine the impact of affirmative action policy on the quality service delivery in the public service sector of Kenya. The study was carried out on the premise that there is a relationship between affirmative Action implementation and the quality of service delivery in the public service sector of Kenya. A lot of…

Automatic detection of service initiation signals used in bars

PubMed Central

Loth, Sebastian; Huth, Kerstin; De Ruiter, Jan P.

2013-01-01

Recognizing the intention of others is important in all social interactions, especially in the service domain. Enabling a bartending robot to serve customers is particularly challenging as the system has to recognize the social signals produced by customers and respond appropriately. Detecting whether a customer would like to order is essential for the service encounter to succeed. This detection is particularly challenging in a noisy environment with multiple customers. Thus, a bartending robot has to be able to distinguish between customers intending to order, chatting with friends or just passing by. In order to study which signals customers use to initiate a service interaction in a bar, we recorded real-life customer-staff interactions in several German bars. These recordings were used to generate initial hypotheses about the signals customers produce when bidding for the attention of bar staff. Two experiments using snapshots and short video sequences then tested the validity of these hypothesized candidate signals. The results revealed that bar staff responded to a set of two non-verbal signals: first, customers position themselves directly at the bar counter and, secondly, they look at a member of staff. Both signals were necessary and, when occurring together, sufficient. The participants also showed a strong agreement about when these cues occurred in the videos. Finally, a signal detection analysis revealed that ignoring a potential order is deemed worse than erroneously inviting customers to order. We conclude that (a) these two easily recognizable actions are sufficient for recognizing the intention of customers to initiate a service interaction, but other actions such as gestures and speech were not necessary, and (b) the use of reaction time experiments using natural materials is feasible and provides ecologically valid results. PMID:24009594

Employee retention: a customer service approach.

PubMed

Gerson, Richard F

2002-01-01

Employee retention is a huge problem. There are staff shortages in radiology because not enough people are entering the profession; too many people are leaving the profession for retirement, higher-paying jobs or jobs with less stress; and there are not enough opportunities for career advancement. Staff shortages are exacerbated by difficulty in retaining people who enter the profession. While much work has been focused on recruitment and getting more people "in the front door," I suggest that the bulk of future efforts be focused on employee retention and "closing the back door." Employee retention must be an ongoing process, not a program. Approaches to employee retention that focus on external things, i.e., things that the company can do to or for the employee, generally are not successful. The truth is that employee retention processes must focus on what the employee gets out of the job. The process must be a benefits-based approach that helps employees answer the question, "What's in it for me?" The retention processes must be ongoing and integrated into the daily culture of the company. The best way to keep your employees is to treat them like customers. Customer service works for external customers. We treat them nicely. We work to satisfy them. We help them achieve their goals. Why not do the same for our employees? If positive customer service policies and practices can satisfy and keep external customers, why not adapt these policies and practices for employees? And, there is a service/satisfaction link between employee retention and higher levels of customer satisfaction. Customers prefer dealing with the same employees over and over again. Employee turnover destroys a customer's confidence in the company. Just like a customer does not want to have to "train and educate" a new provider, they do not want to do the same for your "revolving door" employees. So, the key is to keep employees so they in turn will help you keep your customers. Because the techniques of this process mirror the activities of customer service and customer relationship management, I call the combined process C/ERM for customer/employee relationship management. Both activities must be going on simultaneously to create a loyalty link that ensures customer satisfaction and retention through employee service, satisfaction and retention.

Air medical referring customer satisfaction: a valuable insight.

PubMed

Fultz, J H; Coyle, C B; Reynolds, P W

1998-01-01

To remain competitive and survive, air medical programs must have a mechanism for obtaining customer feedback, especially when alternate transport options are available. The goal of this survey was to examine the air medical service's performance as perceived by customers requesting the transport. Surveys were mailed to 400 referring customers who had contact with the flight crew during the transition of patient care. The survey consisted of 16 statements evaluating the service by using a 4-point Likert scale, three demographic questions, one statement evaluating overall satisfaction, and two open-ended questions for comments or suggestions. Two hundred forty-four surveys were returned for a 61% responses rate. Results indicated referring customers are satisfied with the service provided Written comments and suggestions were divided into two categories, positive comments and suggestions for improvement. Three common themes were identified within the suggestions for improvement: crew rapport, communications, and operations. Suggested improvements were evaluated, and selected strategies were incorporated into program operation. Customer feedback furnishes valuable insight into their needs and perception of a service. Comments and suggestions for improvement can promote critical inquiry into service operation and provide a catalyst for improvement.

The AskIT Service Desk: A Model for Improving Productivity and Reducing Costs

DOE Office of Scientific and Technical Information (OSTI.GOV)

Ashcraft, Phillip Lynn; Fogle, Blythe G.; Cummings, Susan M.

This was prepared for the business process improvement presentation to the Department of Energy. Los Alamos National Laboratory provides a single point of contact, the AskIT Service Desk, to address issues that impact customer productivity. At the most basic level, what customers want is for their calls to be received, to get a response from a knowledgeable analyst, and to have their issues resolved and their requests fulfilled. Providing a centralized, single point of contact service desk makes initiating technical or business support simple for the customer and improves the odds of immediately resolving the issue or correctly escalating themore » request to the next support level when necessary. Fulfilling customer requests through automated workflow also improves customer productivity and reduces costs. Finally, customers should be provided the option to solve their own problems through easy access to self-help resources such as frequently asked questions (FAQs) and how-to guides. To accomplish this, everyone who provides and supports services must understand how these processes and functions work together. Service providers and those who support services must “speak the same language” and share common objectives. The Associate Directorate for Business Innovation (ADBI) began the journey to improve services by selecting a known service delivery framework (Information Technology Infrastructure Library, or ITIL). From this framework, components that contribute significant business value were selected.« less

Decision Support for Personalized Cloud Service Selection through Multi-Attribute Trustworthiness Evaluation

PubMed Central

Ding, Shuai; Xia, Chen-Yi; Zhou, Kai-Le; Yang, Shan-Lin; Shang, Jennifer S.

2014-01-01

Facing a customer market with rising demands for cloud service dependability and security, trustworthiness evaluation techniques are becoming essential to cloud service selection. But these methods are out of the reach to most customers as they require considerable expertise. Additionally, since the cloud service evaluation is often a costly and time-consuming process, it is not practical to measure trustworthy attributes of all candidates for each customer. Many existing models cannot easily deal with cloud services which have very few historical records. In this paper, we propose a novel service selection approach in which the missing value prediction and the multi-attribute trustworthiness evaluation are commonly taken into account. By simply collecting limited historical records, the current approach is able to support the personalized trustworthy service selection. The experimental results also show that our approach performs much better than other competing ones with respect to the customer preference and expectation in trustworthiness assessment. PMID:24972237

Decision support for personalized cloud service selection through multi-attribute trustworthiness evaluation.

PubMed

Ding, Shuai; Xia, Cheng-Yi; Xia, Chen-Yi; Zhou, Kai-Le; Yang, Shan-Lin; Shang, Jennifer S

2014-01-01

Facing a customer market with rising demands for cloud service dependability and security, trustworthiness evaluation techniques are becoming essential to cloud service selection. But these methods are out of the reach to most customers as they require considerable expertise. Additionally, since the cloud service evaluation is often a costly and time-consuming process, it is not practical to measure trustworthy attributes of all candidates for each customer. Many existing models cannot easily deal with cloud services which have very few historical records. In this paper, we propose a novel service selection approach in which the missing value prediction and the multi-attribute trustworthiness evaluation are commonly taken into account. By simply collecting limited historical records, the current approach is able to support the personalized trustworthy service selection. The experimental results also show that our approach performs much better than other competing ones with respect to the customer preference and expectation in trustworthiness assessment.

An experimental investigation of justice-based service recovery on customer satisfaction, loyalty, and word-of-mouth intentions.

PubMed

Shapiro, Terri; Nieman-Gonder, Jennifer M; Andreoli, Nicole A; Trimarco-Beta, Darlene

2006-12-01

Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated "live" service failure was used to assess the effects of justice-based service-recovery strategies on customer satisfaction, loyalty, positive word-of-mouth intentions, and negative word-of-mouth intentions. Analysis indicated that strategies including interactional justice, distributive justice, and a combination of these were equally effective in maintaining customer satisfaction, loyalty, and positive word of mouth, and minimizing negative word of mouth after a service failure. No support for the service recovery paradox, that is, increased satisfaction following service failure and recovery compared to never having a problem, was found. Satisfaction and loyalty for those in the failure conditions were equal to, although not higher than, in the no-failure control condition. Practical implications for organizational practices are discussed.

Customer Service Training for Public Services Staff at Temple University's Central Library System.

ERIC Educational Resources Information Center

Arthur, Gwen

Arguing that good interpersonal interactions between library staff and their patrons is a major determinant of overall patron satisfaction, this paper describes Temple University's customer service training program for its public services staff. Dubbed the "A+ Service" program, the program focuses on six aspects of library service: (1)…

75 FR 48303 - Notice of Request for Extension of Approval of an Information Collection; Veterinary Services...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-10

...] Notice of Request for Extension of Approval of an Information Collection; Veterinary Services; Customer... extension of approval of an information collection to evaluate service delivery by Veterinary Services to... INFORMATION CONTACT: For information on the Veterinary Services customer service survey, contact Ms. Pam Hart...

Creating a successful relationship with customers.

PubMed

Cotton, L; Sparrow, E

1998-01-01

In 1997, several employers commissioned an inpatient survey for a group of businesses that included hospitals in southeast Michigan. Its results indicated that the University of Michigan Health System (UMHS) needed to become more customer-focused. To meet this challenge, UMHS mandated that customer service to its patients and their families should be its first priority. A pilot project in the radiology department's pediatric division was established to recognize and reward employees for outstanding service to customers. The program is now used to reward employees throughout the radiology department, on the assumption that when employees feel special, so will their customers. Management's focus is on employees--they are the health system. The department also invested in employee development, a continuous training program that centers on customer service and teaches tools and skills for better communication. The goal of the development program at UMHS is to exceed the needs of its customers.

Cross-Cultural Perspectives of Service Quality and Risk in Air Transportation

NASA Technical Reports Server (NTRS)

Cunningham, Lawrence F.; Young, Clifford E.; Lee, Moonkyu

2002-01-01

This study compares US and Korean customers in terms of their perceptions of airline service quality based on SERVPERF and industry-based measures, as well as their perceptions of risks involved in the airline choice. SERVPERF is a set of multi-dimensional measures of customer evaluations of service quality. The results indicate that: (1) US passengers are generally more satisfied with their airline service than Korean customers on most of the SERVPERF dimensions; (2) Koreans are generally more satisfied with the bumping procedures whereas US participants feel more satisfied with the airline's baggage handling, operations/safety, and connections; and (3) US participants perceive higher levels of performance and financial risks whereas Koreans feel greater social risk in choosing an airline. This study also examines the SERVPERF, industry-based measure, and perceived risk in predicting customer satisfaction with, and intention to repatronize the airline. The results suggest that US customers consider service reliability, in-flight comfort, and connections as the key factors determining satisfaction with airline service whereas Korean passengers generally regard reliability, assurance, and risk factors as predictors of satisfaction. The determining factors of customer intention to repatronize the airline are reliability and empathy for US, and reliability and overall risk for Korean customers. The study demonstrates the applicability of SERVPERF as a cross-cultural tool and indicates the importance of perceived risk in cross-cultural studies.

State dependent arrival in bulk retrial queueing system with immediate Bernoulli feedback, multiple vacations and threshold

NASA Astrophysics Data System (ADS)

Niranjan, S. P.; Chandrasekaran, V. M.; Indhira, K.

2017-11-01

The objective of this paper is to analyse state dependent arrival in bulk retrial queueing system with immediate Bernoulli feedback, multiple vacations, threshold and constant retrial policy. Primary customers are arriving into the system in bulk with different arrival rates λ a and λ b . If arriving customers find the server is busy then the entire batch will join to orbit. Customer from orbit request service one by one with constant retrial rate γ. On the other hand if an arrival of customers finds the server is idle then customers will be served in batches according to general bulk service rule. After service completion, customers may request service again with probability δ as feedback or leave from the system with probability 1 - δ. In the service completion epoch, if the orbit size is zero then the server leaves for multiple vacations. The server continues the vacation until the orbit size reaches the value ‘N’ (N > b). At the vacation completion, if the orbit size is ‘N’ then the server becomes ready to provide service for customers from the main pool or from the orbit. For the designed queueing model, probability generating function of the queue size at an arbitrary time will be obtained by using supplementary variable technique. Various performance measures will be derived with suitable numerical illustrations.

A group arrival retrial G - queue with multi optional stages of service, orbital search and server breakdown

NASA Astrophysics Data System (ADS)

Radha, J.; Indhira, K.; Chandrasekaran, V. M.

2017-11-01

A group arrival feedback retrial queue with k optional stages of service and orbital search policy is studied. Any arriving group of customer finds the server free, one from the group enters into the first stage of service and the rest of the group join into the orbit. After completion of the i th stage of service, the customer under service may have the option to choose (i+1)th stage of service with θi probability, with pI probability may join into orbit as feedback customer or may leave the system with {q}i=≤ft\\{\\begin{array}{l}1-{p}i-{θ }i,i=1,2,\\cdots k-1\\ 1-{p}i,i=k\\end{array}\\right\\} probability. Busy server may get to breakdown due to the arrival of negative customers and the service channel will fail for a short interval of time. At the completion of service or repair, the server searches for the customer in the orbit (if any) with probability α or remains idle with probability 1-α. By using the supplementary variable method, steady state probability generating function for system size, some system performance measures are discussed.

78 FR 44521 - Notice of Request for Extension of Approval of an Information Collection; Veterinary Services...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-07-24

...] Notice of Request for Extension of Approval of an Information Collection; Veterinary Services Customer... an extension of approval of an information collection to evaluate service delivery by Veterinary... coming. FOR FURTHER INFORMATION CONTACT: For information on the Veterinary Services customer service...

The Revolution in Banking and the Financial Services Industry. Series on Public Issues No. 11.

ERIC Educational Resources Information Center

Fraser, Donald R.

It is the premise of this booklet, one of a series intended to apply economic principles to major social and political issues of the day, that a revolution in the banking and financial services industry is altering not only the fundamental nature of the services offered but the character of the organizations themselves. The purpose of the essay is…

A customer satisfaction model for a utility service industry

NASA Astrophysics Data System (ADS)

Jamil, Jastini Mohd; Nawawi, Mohd Kamal Mohd; Ramli, Razamin

2016-08-01

This paper explores the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia. The result of this research is based on data gathered online from international students in one of the public university in Malaysia. Partial Least Squares Structural Equation Modeling (PLS-SEM) has been used to analyze the data that have been collected from the international students' perceptions. The results found that Image and Perceived Quality have significant impact on Customer Satisfaction. Image and Customer Satisfaction ware also found to have significantly related to Customer Loyalty. However, no significant impact has been found between Customer Expectation with Customer Satisfaction, Perceived Value with Customer Satisfaction, and Customer Expectation with Perceived Value. We hope that the findings may assist the mobile phone provider in production and promotion of their services.

Maritime Homeland Command Control: Teaching an Old Dog New Tricks

DTIC Science & Technology

2002-02-04

Security, Command and Control, Navy, Coast Guard, Customs Service, Centralized Control, Decentralized Execution, Organization by Objectives 15.Abstract...primarily responsible for the maritime homeland, the Navy, the Coast guard, the Customs Service, should provide resources and command capabilities to a...Coast Guard, the Customs Service, should provide resources and command capabilities to a unified command and control structure. Coast Guard forces and

9 CFR 55.4 - Disinfection of premises, conveyances, and materials.

Code of Federal Regulations, 2012 CFR

2012-01-01

... SERVICE, DEPARTMENT OF AGRICULTURE COOPERATIVE CONTROL AND ERADICATION OF LIVESTOCK OR POULTRY DISEASES CONTROL OF CHRONIC WASTING DISEASE Chronic Wasting Disease Indemnification Program § 55.4 Disinfection of...

9 CFR 55.4 - Disinfection of premises, conveyances, and materials.

Code of Federal Regulations, 2014 CFR

2014-01-01

... SERVICE, DEPARTMENT OF AGRICULTURE COOPERATIVE CONTROL AND ERADICATION OF LIVESTOCK OR POULTRY DISEASES CONTROL OF CHRONIC WASTING DISEASE Chronic Wasting Disease Indemnification Program § 55.4 Disinfection of...

9 CFR 55.4 - Disinfection of premises, conveyances, and materials.

Code of Federal Regulations, 2013 CFR

2013-01-01

... SERVICE, DEPARTMENT OF AGRICULTURE COOPERATIVE CONTROL AND ERADICATION OF LIVESTOCK OR POULTRY DISEASES CONTROL OF CHRONIC WASTING DISEASE Chronic Wasting Disease Indemnification Program § 55.4 Disinfection of...

Customer Churn Prediction for Broadband Internet Services

NASA Astrophysics Data System (ADS)

Huang, B. Q.; Kechadi, M.-T.; Buckley, B.

Although churn prediction has been an area of research in the voice branch of telecommunications services, more focused studies on the huge growth area of Broadband Internet services are limited. Therefore, this paper presents a new set of features for broadband Internet customer churn prediction, based on Henley segments, the broadband usage, dial types, the spend of dial-up, line-information, bill and payment information, account information. Then the four prediction techniques (Logistic Regressions, Decision Trees, Multilayer Perceptron Neural Networks and Support Vector Machines) are applied in customer churn, based on the new features. Finally, the evaluation of new features and a comparative analysis of the predictors are made for broadband customer churn prediction. The experimental results show that the new features with these four modelling techniques are efficient for customer churn prediction in the broadband service field.

Cost Analysis in Telemedicine: Empirical Evidence From Sites in Arizona

ERIC Educational Resources Information Center

de la Torre, Adela; Hernandez-Rodriguez, Clemente; Garcia, Lorena

2004-01-01

Support of telemedicine for largely rural and ethnically diverse populations is premised on expectations that it increases opportunities for appropriate and timely medical services, and that it improves cost-effective service delivery. To understand the cost-effectiveness of telemedicine in 8 small and/or rural sites in Arizona. A cost analysis…

Residential Programming for Mentally Retarded Persons. Volume II, A Developmental Model for Residential Services.

ERIC Educational Resources Information Center

National Association for Retarded Children, Arlington, TX. South Central Regional Office.

The second of a series of four booklets on residential programing for the mentally retarded (MR) presents a developmental model for residential services based on the premise that MR persons are capable of growth, development, and learning. Architectural factors, staff resistance and financial considerations are described as impediments to…

37 CFR 4.2 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-07-01

... promotion services for, or on behalf of, a customer, and who holds itself out through advertising in any... invention promoter for invention promotion services. (c) Contract for Invention Promotion Services means a contract by which an invention promoter undertakes invention promotion services for a customer. (d...

Requirements management: A CSR's perspective

NASA Technical Reports Server (NTRS)

Thompson, Joanie

1991-01-01

The following subject areas are covered: customer service overview of network service request processing; Customer Service Representative (CSR) responsibility matrix; extract from a sample Memorandum of Understanding; Network Service Request Form and its instructions sample notification of receipt; and requirements management in the NASA Science Internet.

78 FR 14549 - National Contact Center; Information Collection; National Contact Center Customer Evaluation Survey

Federal Register 2010, 2011, 2012, 2013, 2014

2013-03-06

...] National Contact Center; Information Collection; National Contact Center Customer Evaluation Survey AGENCY: Contact Center Services, Federal Citizen Information Center, Office of Citizen Services and Innovative... National Contact Center customer evaluation surveys. In this request, the previously approved surveys have...

The development of a qualitative dynamic attribute value model for healthcare institutes.

PubMed

Lee, Wan-I

2010-01-01

Understanding customers has become an urgent topic for increasing competitiveness. The purpopse of the study was to develop a qualitative dynamic attribute value model which provides insight into the customers' value for healthcare institute managers by conducting the initial open-ended questionnaire survey to select participants purposefully. A total number of 427 questionnaires was conducted in two hospitals in Taiwan (one district hospital with 635 beds and one academic hospital with 2495 beds) and 419 questionnaires were received in nine weeks. Then, apply qualitative in-depth interviews to explore customers' perspective of values for building a model of partial differential equations. This study concludes nine categories of value, including cost, equipment, physician background, physicain care, environment, timing arrangement, relationship, brand image and additional value, to construct objective network for customer value and qualitative dynamic attribute value model where the network shows the value process of loyalty development via its effect on customer satisfaction, customer relationship, customer loyalty and healthcare service. One set predicts the customer relationship based on comminent, including service quality, communication and empahty. As the same time, customer loyalty based on trust, involves buzz marketing, brand and image. Customer value of the current instance is useful for traversing original customer attributes and identifing customers on different service share.