A Vision and implementation strategy for improved customer-oriented service delivery : implementing the National Performance Review's information technology recommendations /

"April 1995."

Analytics of literature.

Mode of access: Internet.

DEH customer relations handbook /

"August 1986."

Customer service information : making Illinois schools second to none /

Contains an organizational chart for the Illinois State Board of Education listing division administrators and describing ISBE programs and services.

Customer guidance for managing your personal assistant.

"DHS 4365 (R-5-00) ORS - PA handbook."

Illinois Commerce Commission report to the General Assembly : experimental programs initiated by electric utilities under section 16-106 of the Electric Service Customer Choice and Rate Relief Law of 1997.

"This report is submitted in compliance with section 16-106 of the Electric Customer Choice and Rate Relief Law of 1997."

Summary of annual reports filed by electric utilities required by section 16-130 of the Electric Service Customer Choice and Rate Relief Law of 1997.

Title from cover; varies slightly.

Customer service guide for assistors.

Mode of access: Internet.

Postal service : labor-management relations and customer services at the Simi Valley, California, post office : report to the Chairman, Committee on Post Office and Civil Service, House of Representatives /

"B-226092"--P. 1.

Algebraical problems, producing simple and quadratic equations, with their solutions : designed as an introduction to the higher branches of analytics /

Mode of access: Internet.

The Postal Customer Council program.

"April 1985"--P. [4] of cover.

Equipped for the future : a customer-driven vision for adult literacy and lifelong learning /

"July 1995."

Warranty servicing strategies to improve customer satisfaction

Customer satisfaction with a purchased product depends on its performance under warranty and during the remainder of its useful life. Dissatisfaction with an item is important to a manufacturer since it can lead to the loss of potential customers through the negative word-of-mouth effect as well as existing customers switching to a competitor. In this paper, we define satisfaction in terms of the likelihood of a customer not switching to a different manufacturer when a new item needs to be purchased. Manufacturers can use specific servicing strategies to reduce warranty costs and this topic has already been addressed in the literature without considering the effect of customer dissatisfaction. In this paper, we propose particular strategies that will increase customer satisfaction and we discuss methods for obtaining the optimal parameters of these strategies.