Department
Communication Studies
Degree Name
Master of Science (MS)
Abstract
In the field of customer service, various studies have been done in marketing, customer satisfaction, and quality assurance. However, no previous research has applied System Theory to customer service in the communication discipline. For this case study, the researcher observed various communication activities in different departments of a small, rural, mid-western telecommunication company and then explained and applied System Theory to the elements of customer service. By analyzing customer service in terms of System Theory, the reader can identify customer service patterns as part of a system. Communication within any company or organization is imperative. When applying System Theory to any process, it will allow one to better understand how objects can come together within an environment and communicate more effectively.
Advisor
Carol Haggard
Date of Award
Spring 2008
Document Type
Thesis - campus only access
Recommended Citation
Schlyer, Michelle A., "Role of Communication in Customer Service : A Case Study of System Theory in Small Rural Telecommunication Company" (2008). Master's Theses. 3076.
DOI: 10.58809/COQL2061
Available at:
https://scholars.fhsu.edu/theses/3076
Rights
© The Author(s)
Comments
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