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Operations Management Dissertations

S/M/479. Master's Dissertation. Implications of Customer Services of Carphone Warehouse, UK

WORDS:
19900
DATE:
2009
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199.99 GBP

The dissertation addresses the issues of customer service quality in Carphone Warehouse (CPW) Plc. The review of literature touches on the concept of customer service (CS) as part of marketing strategy, CPW background and CS practices, the concept of service as product, the concept of quality, the SERVQUAL model of service quality, the service GAP model, the link between customer expectations and customer satisfaction, etc. A study of customers' perceptions of CPW services is conducted using the methods of sampling and survey to provide primary data based on a questionnaire and applying deductive approach to link them with literature-based data obtained from secondary sources. Conclusions are made about various dimensions of CS, i.e. quality, reliability, responsiveness, empathy, etc. and their relation to customer satisfaction with CRW customer services. Reflective analysis of the dissertation value is presented.

 

KEYWORDS: Masters Dissertation, Customer Services, Carphone Warehouse, service quality, custome,

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