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dc.contributor.advisorBiggerstaff, Eden_US
dc.contributor.authorFleming, Rebecca M.en_US
dc.date.accessioned2010-04-28T21:41:18Z
dc.date.available2010-04-28T21:41:18Z
dc.date.issued2002en_US
dc.identifier.urihttp://digital.library.wisc.edu/1793/40403
dc.descriptionPlan Ben_US
dc.description.abstractThe purpose of this project was to assist the University of Wisconsin-Stout's Memorial Student Center (MSC) towards their goal of improving and maintaining their customer service quality. Surveys were administered to customers of the MSC to receive immediate feedback on what customer service competencies they felt were important for the employees to have in order to make their service of value. A total of 203 surveys were directly administered to the customers, with 194 of the participants being student customers and 9 of the participants being faculty/staff customers. The survey contained 39 items rated on a 7-point Likert scale and five open-ended or "other" responses were developed for the use of this study. A previous study, which surveyed the employees of the MSC, was conducted prior to the assessment of the customers. All quantitative data was analyzed using descriptive statistics, correlations, t-tests, and factor analysis. Qualitative data was analyzed by identifying which open-ended responses brought unique concepts to the study and which responses represented the already existing Likert-scale items. A comparison between the customer responses and the employee responses was also completed
dc.publisherUniversity of Wisconsin--Stout
dc.subject.lcshFood service--Customer servicesen_US
dc.subject.lcshCustomer servicesen_US
dc.titleDefining quality customer service competencies at the University of Wisconsin-Stout's Memorial Student Centerphase IIen_US
dc.typeThesis
thesis.degree.levelM.S.en_US
thesis.degree.disciplineApplied Psychology


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  • UW-Stout Masters Thesis Collection - Plan B
    This collection holds UW-Stout Masters Theses within the Plan B format. Theses pre-1999 are located on microfilm and will need to be requested from the archives. Contact archives@uwstout.edu for access.

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