Master's Theses

Document Type

Thesis - campus only access

Date of Award

Spring 2008

Degree Name

Master of Science (MS)


Communication Studies


Carol Haggard


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.


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© 2008 Michelle A. Schlyer

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