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The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry

Description: This study investigated demographic characteristics of 240 Chamber of Commerce members in terms of their expectations for customer service in hotels. Subjects reported their age, gender, marital status, race, educational level, income level and ethnicity, and completed a 26-item questionnaire which measured expectations for customer service. Principal components analysis was used to reduce the 26 items to five dimensions of service quality, and multivariate analysis of variance was used to evaluate the effect of the demographic variables on those dimensions. Gender of the customer was found to have a significant effect on the combined dimensions of service quality; other variables were not significant.
Date: August 1995
Creator: Kniatt, Nancy L. (Nancy Louise)
Partner: UNT Libraries

SSA Customer Service: Broad Service Delivery Plan Needed to Address Future Challenges

Description: Testimony issued by the General Accounting Office with an abstract that begins "Pursuant to a congressional request, GAO discussed the Social Security Administration's (SSA) efforts to prepare to meet its future service delivery challenges, focusing on: (1) the extent and seriousness of these challenges; (2) SSA's strategy to meet them; (3) the status of the agency's efforts to use information technology to cope with the challenges; (4) the agency's efforts to prepare its workforce for the future; and (5) the implications of SSA's plans and efforts for its readiness to meet future challenges."
Date: February 10, 2000
Creator: United States. General Accounting Office.
Partner: UNT Libraries Government Documents Department

Customer Service: Human Capital Management at Selected Public and Private Call Centers

Description: A letter report issued by the General Accounting Office with an abstract that begins "Pursuant to a congressional request, GAO reviewed strategies for managing human capital management at selected public and private call centers, focusing on: (1) whether they identify human capital needs as part of developing management strategies and practices to meet missions and goals; (2) implement human capital strategies and practices; and (3) evaluating human capital strategies and practices to continuously improve their operations."
Date: August 22, 2000
Creator: United States. General Accounting Office.
Partner: UNT Libraries Government Documents Department